Library Entry

Automatically save wrap-up codes for improved call handling

In this video @Krishneel Mani talks about the ability to automatically save wrap-up codes for improved call handling. Supervisors can now ensure that Genesys Cloud automatically saves selected wrap-up codes for interactions, even if agents do not click save or done before their after-call...

Library Entry

Extended After Call Work (ACW) Timeout

In this video @Shigeki Sahashi (or Sam), talks about the new update to extended the After Call Work (ACW) Timeout Supervisors can now set After Call Work (ACW) timeouts for up to 60 minutes for the following options: Mandatory, Time-boxed; Mandatory, Time-boxed No-Early...

Library Entry

Genesys Agent Assist summarization moved to the ACW pane

In this video @Fegy Simon talks about how the Genesys Agent Assist summarization has moved to the ACW pane. Agents can now retrieve the Genesys Agent Assist summary of their conversation directly from the wrap-up pane. Previously, agents had to navigate back to the Genesys Agent Assist...

20240429_Genesys Agent Assist summarization moved to ACW Panel_FS.mp4

Discussion Thread 2

ACW counting Up vs. down during Wrap up.

Library Entry

ACW Improvements

In this video, Rebecca presents three new features on ACW Extend after call work (ACW) timeout settings to digital channels Administrators and contact center managers can now extend ACW timeout settings to email, message, and chat interactions. When administrators enable the Enforce...

20230315_FeatureReview_CX_Inbound_ACW Improvements_RH.mp4

Discussion Thread 6

ACW for emails

Discussion Thread 7

What does call duration include on the Interaction Detail Report? I am assuming this includes both the queue and ACW time but am trying to confirm. Thanks

Discussion Thread 2

Salesforce lighting integration

Discussion Thread 2

New Queues Activity View - Sept 2017