Genesys Cloud - Main

Hello I have a couple of agents that are on outbound campaigns,  the occasional inbound call will come in and when the agent goes to answer it, it disappears, but puts the agent on hold and will elevate their acw time for the day.  Sometimes this time is longer than the agent was actually logged in for the day.

Hello I have a couple of agents that are on outbound campaigns,  the occasional inbound call will come in and when the agent goes to answer it, it disappears, but puts the agent on hold and will elevate their acw time for the day.  Sometimes this time is longer than the agent was actually logged in for the day.

It's possible the dialer is being too aggressive, and customers are abandoning the call as soon as it connects to the agent.

You can take a look at the PCAP and find out if you're on the Genesys side or the client/SBC side that's disconnecting.

Hello I have a couple of agents that are on outbound campaigns,  the occasional inbound call will come in and when the agent goes to answer it, it disappears, but puts the agent on hold and will elevate their acw time for the day.  Sometimes this time is longer than the agent was actually logged in for the day.

@Kaio Oliveira  we are running the dialer on preview so the dialer can't be aggressive, it is possible that customers are abandoning  as it connects to agent but why would the ACW Time be inflated, sometimes it will show as 2 or 3 hours of ACW.

It's possible the dialer is being too aggressive, and customers are abandoning the call as soon as it connects to the agent.

You can take a look at the PCAP and find out if you're on the Genesys side or the client/SBC side that's disconnecting.

Hello I have a couple of agents that are on outbound campaigns,  the occasional inbound call will come in and when the agent goes to answer it, it disappears, but puts the agent on hold and will elevate their acw time for the day.  Sometimes this time is longer than the agent was actually logged in for the day.

Is your "After Call Work Timeout" setting not 2 to 3 hours or Mandatory, Discretionary?
If not, I suggest contacting support.

@Kaio Oliveira  we are running the dialer on preview so the dialer can't be aggressive, it is possible that customers are abandoning  as it connects to agent but why would the ACW Time be inflated, sometimes it will show as 2 or 3 hours of ACW.

It's possible the dialer is being too aggressive, and customers are abandoning the call as soon as it connects to the agent.

You can take a look at the PCAP and find out if you're on the Genesys side or the client/SBC side that's disconnecting.

Hello I have a couple of agents that are on outbound campaigns,  the occasional inbound call will come in and when the agent goes to answer it, it disappears, but puts the agent on hold and will elevate their acw time for the day.  Sometimes this time is longer than the agent was actually logged in for the day.

After call work time out in the queue is set to optional

Is your "After Call Work Timeout" setting not 2 to 3 hours or Mandatory, Discretionary?
If not, I suggest contacting support.

@Kaio Oliveira  we are running the dialer on preview so the dialer can't be aggressive, it is possible that customers are abandoning  as it connects to agent but why would the ACW Time be inflated, sometimes it will show as 2 or 3 hours of ACW.

It's possible the dialer is being too aggressive, and customers are abandoning the call as soon as it connects to the agent.

You can take a look at the PCAP and find out if you're on the Genesys side or the client/SBC side that's disconnecting.

Hello I have a couple of agents that are on outbound campaigns,  the occasional inbound call will come in and when the agent goes to answer it, it disappears, but puts the agent on hold and will elevate their acw time for the day.  Sometimes this time is longer than the agent was actually logged in for the day.