Genesys Cloud CX

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ACW Improvements 

03-23-2023 19:52

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 Communication Level After Call Work (ACW) setting, the queue’s ACW timeout settings for Mandatory, Time-boxed; Mandatory, Time-boxed No Early Exit; and Agent Requested also apply to digital interactions. This feature enables supervisors to control and improve the agent experience. For more information, see Enable communication level after call work. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Agent requested after call work (ACW) option

Contact center managers and supervisors can now select a new Agent Requested after call work (ACW) option for queues. This feature enables agents to perform necessary after call work before they disconnect the interaction. When the interaction disconnects, agents who request after call work move to ACW status and experience the same process as Mandatory, Time-Boxed ACW. Agents that do not request ACW immediately move to an idle state and become available for the next interaction in the queue. For more information, see Configure after call work settings. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

After call work (ACW) analytics for callbacks improvement

Genesys Cloud improved the accuracy of the after call work (ACW) duration reporting for callbacks in the Interactions view and the interaction’s detail view. This improvement ensures that the ACW segment reports an accurate, nonzero duration for the voice component of the callback interaction. For more information, see Enable communication level after call work. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Release notes: https://help.mypurecloud.com/releasenote/march-15-2023/

Presenter: @Rebecca Harper 

#TAMStudios #FeatureReview #ACW #Inbound 


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Comments

15 days ago

Hi @Michal Svora, thanks for jumping on this thread and for adding the Idea reference. On the backend there looks like good interest. Considering the Idea was raised in early Feb and has already moved to Under PM Review usually indicates that a go/no-go will be determined soon and a prioritisation will be set. From here we should get an ETA. For now it is a "sit tight" situation. 

15 days ago

Hi, it's really nice feature, thank you. Unfortunately it does not work with "Agent Requested" ACW. Is there any further development planned? Please see the idea Agent Requested ACW will not allow the | Genesys Cloud Ideas Portal (aha.io)

thank you

07-20-2023 02:49

04-23-2023 21:14

Thanks Rebecca - 

I have a question.

Why no other ACW option needs this option to be enabled ?
Can't we keep both the things separate (new ACW and enabling global setting) ?

What If any organization wants to use this new ACW but do not want to leverage the ACW to non-voice interactions ? (Do we have any feature request for the same ?) 

04-23-2023 21:03

Hi @Anurag Gusain 

Thanks for your question and forgive the delay getting back to you. I have added a link to this thread confirming you do need to have this global setting enabled to use the Agent Requested ACW setting. I hope this works for you. Let us know if you have any further questions or comments. 

  • If agents require additional after call work time, they can click to request extra time. You can set a limit to this time. To turn on this option, enable the communication level after call work.


04-18-2023 12:16

@Guru Prasadh Jeevan Rao @Rebecca Harper 


If we need to use "Agent Requested ACW", do we need to enable Enforce Communication Level After Call Work (ACW) at org level ?