Genesys Cloud - Main

What do you have the ACW set to for that queue?  The 900 seconds refers to the max you can set for the timed box, not maximum time, especially if you have optional or discretionary set.  

Hi Dianne, 

I have a related query based on your question, I had a similar scenario where the interaction wasn't 'wrapped' up for 15 hours, the wrap-up was set to 'optional' so no timeout, however, i was looking at wrap-up performance view for that particular queue and the Average ACW didn't seem to include the data from the interaction that was in ACW for 15hours, i wonder whether you noticed the same?

I think i found the why the interactions wrap-up wasn't including in reporting and it's because Genesys flagged the interaction, i found this by adding some the error column in the 'Interactions' view.

Hi Dianne, 

I have a related query based on your question, I had a similar scenario where the interaction wasn't 'wrapped' up for 15 hours, the wrap-up was set to 'optional' so no timeout, however, i was looking at wrap-up performance view for that particular queue and the Average ACW didn't seem to include the data from the interaction that was in ACW for 15hours, i wonder whether you noticed the same?

hi! If you looked at this agent stats for the day when interaction was handled you may not see a spike in Avg ACW for the agent, because Genesys would capture ACW on the moment interaction was completed I guess. As it happens with most of the reporting where "activities" are captured on the interval they happen, not like in "good" old CXI ;)

Genesys folks, please, let me know if I am wrong here :)

I think i found the why the interactions wrap-up wasn't including in reporting and it's because Genesys flagged the interaction, i found this by adding some the error column in the 'Interactions' view.

Hi Dianne, 

I have a related query based on your question, I had a similar scenario where the interaction wasn't 'wrapped' up for 15 hours, the wrap-up was set to 'optional' so no timeout, however, i was looking at wrap-up performance view for that particular queue and the Average ACW didn't seem to include the data from the interaction that was in ACW for 15hours, i wonder whether you noticed the same?

I think i found the why the interactions wrap-up wasn't including in reporting and it's because Genesys flagged the interaction, i found this by adding some the error column in the 'Interactions' view.

Hi Dianne, 

I have a related query based on your question, I had a similar scenario where the interaction wasn't 'wrapped' up for 15 hours, the wrap-up was set to 'optional' so no timeout, however, i was looking at wrap-up performance view for that particular queue and the Average ACW didn't seem to include the data from the interaction that was in ACW for 15hours, i wonder whether you noticed the same?