Genesys Cloud CX

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  • 1.  Mandatory, Time-boxed ACW

    Posted 09-21-2022 12:02
    I understand the Mandatory, Time-boxed ACW option for inbound calls allows an agent to opt out of ACW early within the time-box, but if they need more time than what the time-box allows, is there a way for them to override the time-box?
    #SystemAdministration

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    Jamie Graves
    American Specialty Health
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  • 2.  RE: Mandatory, Time-boxed ACW

    GENESYS
    Posted 09-23-2022 05:08
    Edited by Jan Nico Feliciano 09-23-2022 05:18
    Hello Jamie,

    Unfortunately, there is no option to extend the time offered during ACW while on the interaction pane. When choosing the Mandatory, Time-boxed ACW option, Admins will define a timeout up to a maximum of 900 seconds. Agents are able to exit earlier than the timeout specified but cannot "override" to exit later.

    Perhaps you can consider the option Mandatory, Discretionary instead. This removes the timeout, so agents are given the freedom to do ACW for as long as they need.

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    Nico Feliciano
    Genesys - Employees
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  • 3.  RE: Mandatory, Time-boxed ACW

    Posted 09-24-2022 01:34
    Hello Jamie

    As a work around a secondary status can be added such as 'Extended ACW' for agents to select so they are not back on queue at end of standard wrap time, further reporting is then also available on how often agents are using the 'Extended ACW' status.

    Mandatory, Discretionary needs to be carefully managed as easy for agents to inadvertently leave themselves in ACW for extended periods.

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    Thanks and regards
    Blair Wilkinson
    CVT Global Enablement
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  • 4.  RE: Mandatory, Time-boxed ACW

    Posted 09-25-2022 12:56
    Hi Jamie & Blair -

    We created a secondary status for extended ACW and our developers slotted it under the primary busy status. The hiccups we are running into is that Extended ACW now is not an on queue status (so the agent is out of adherence) and it doesn't add into the AHT of the call. So we have since stopped using our secondary status and gone back to Mandatory, Discretionary. We then have our supervisors coach agents who are above the average ACW for their work group over a period of time to ensure ACW isn't being abused.

    Best,

    Danny
    Sr Supervisor Strategic Operations
    Johnson & Johnson HCS

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    Daniel Tierney
    Johnson & Johnson
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  • 5.  RE: Mandatory, Time-boxed ACW

    GENESYS
    Posted 09-26-2022 05:32
    Excellent responses from both Blair and Daniel - thank you for sharing your experiences, gentlemen!

    Curious to hear about your exact use case, Jamie. If you could share more details on what you are trying to achieve or what is currently a challenge for you, there might be other solutions or workarounds we can explore. Let's talk about it here.

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    Nico Feliciano
    Genesys - Employees
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  • 6.  RE: Mandatory, Time-boxed ACW

    Posted 09-26-2022 09:52
    We decided to stick with Mandatory, Discretionary for several reasons: the "hidden" AHT caused by an alternate status, the impact on adherence/conformance, the loss of screen capture, and the inevitability of most agents ultimately leaving themselves in the timebox for the full time when they probably would have ended prior to that.

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    Jamie Graves
    American Specialty Health
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  • 7.  RE: Mandatory, Time-boxed ACW

    Posted 09-26-2022 18:00
    Edited by Blair Wilkinson 09-26-2022 18:01
    Hello Jamie
    In case you have not seen it, there is an accepted feature request INB-I-629 for agent extending ACW , you may want to vote... includes a survey on the feature to give some further input please.

    There are a number of ACW enhancements coming soon in the Roadmap including agent requested ACW but I don't think it will exactly address this extending ACW scenario...

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    Thanks and regards
    Blair Wilkinson
    CVT Global Enablement
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