Genesys Cloud - Main

Hi there!

I'm curious what could be causing an incorrect ACW?

 
The ACW after this call is actually 13:49 seconds.

Hello Caitlyn, 

Are you running a salesforce integration or other third party integration? Such as Genesys Cloud for Salesforce or CX Cloud from Genesys and Salesforce. When you have an integration like this the wrap up code time can be inserted via API during or after the ACW period, this create your scenario. 

Cheers, 

Hi there,

We do have salesforce integration, however, there are some inconsistencies. Sometimes they are correct, sometimes they are not.