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  • 1.  Agent sitting in callbacks after interaction ends

    Posted 05-12-2025 11:56
    No replies, thread closed.

    Is there a way to set up an alert for agents sitting in callbacks after the interaction ends? Currently, we are having to drill into the agent's interaction to see how long they have been in the interaction after the call has ended. 


    #Unsure/Other

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    Ashton Blackwell
    NA
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  • 2.  RE: Agent sitting in callbacks after interaction ends

    Posted 05-13-2025 09:38
    No replies, thread closed.

    Hello Ashton,

    Welcome to the Community! You may want to look into setting up time-boxed after call work. This will give agents a maximum amount of time of being connected to an interaction before it automatically disconnects them after the call is done. Check out the "Configure after call work (ACW) settings" in the following Resource Center article.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Agent sitting in callbacks after interaction ends
    Best Answer

    Posted 05-13-2025 13:59
    No replies, thread closed.

    Hi @Ashton Blackwell,

    Genesys now has the feature allowing you to set a timer so that, if the agent does not close out the callback within a certain amount of time, the callback will automatically close and but them back in IDLE,  so they can take the next interaction.  It can be set for seconds or minutes. 



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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    Original Message


  • 4.  RE: Agent sitting in callbacks after interaction ends

    Posted 05-13-2025 15:24
    No replies, thread closed.

    I have a similar challenge with an agent so I configured an alert rule that triggers when an agent or queue status exceeds a defined time duration. You can get there via Performance > Workspace > Other > Alert Rules. If you need help setting it up, here is the link to the steps on creating an alert rule.



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    Amy Sessions
    Division Manager, Utility Customer Service
    City of Clearwater
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    Original Message


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