Workforce Engagement Management

Hello,

Our Org uses mandatory time box wrap options across the board in Genesys. Recently a new feature was released that allows us to now apply them to chats as well. We do not use messages or emails so those two forms of communication are irrelevant to us. 

However it also implies this will allow us to set timed box wrap options for callbacks as well. This is what the setting states in the Org Settings page:

Enforce Communication Level After Call Work (ACW)

I will just say that my assumption was also that when this was turned on and an agent got a callback, after the ACW timer expired, the callback would end and they would be put back On Queue to take the next interaction.  

I just tested in my environment and I do see that the ACW timebox does come up and will follow whatever rule you have set, however the agent still needs to click the End Callback button to finish the interaction.   It appears the agent is put into the "Interacting" state while they are sitting waiting to end a callback.  So if the agent doesn't click End Callback, they can sit and not have to take or make calls and still show in adherence.  

To me this feels like a bug as I'm not sure what the point of setting ACW on callbacks would be if it is not ending the callback and making the rep ready for the next call.  Agents with bad intentions will find this and exploit it.  This changes makes it harder for supervisors to find people "gaming the system".  Before we could at least look for agents on callbacks that were in ACW for extended periods and advise them to click end callback.  

Can someone from Genesys please help us understand if this is working as designed or if this is truly a bug? 

Thanks! 

Hello,

Our Org uses mandatory time box wrap options across the board in Genesys. Recently a new feature was released that allows us to now apply them to chats as well. We do not use messages or emails so those two forms of communication are irrelevant to us. 

However it also implies this will allow us to set timed box wrap options for callbacks as well. This is what the setting states in the Org Settings page:

Enforce Communication Level After Call Work (ACW)

I just tested in my environment and I do see that the ACW timebox does come up and will follow whatever rule you have set, however the agent still needs to click the End Callback button to finish the interaction. 

Correct - this setting controls the ACW timer only and not the End Callback functionality.

We do have a beta on-going to Auto-End the callback, with a planned GA date of end of June 2023. This beta also allows for auto-answer and auto-dial functionality to be enabled as well as auto-end. Please see the following for details: https://genesyscloud.ideas.aha.io/ideas/INB-I-1330

I will just say that my assumption was also that when this was turned on and an agent got a callback, after the ACW timer expired, the callback would end and they would be put back On Queue to take the next interaction.  

I just tested in my environment and I do see that the ACW timebox does come up and will follow whatever rule you have set, however the agent still needs to click the End Callback button to finish the interaction.   It appears the agent is put into the "Interacting" state while they are sitting waiting to end a callback.  So if the agent doesn't click End Callback, they can sit and not have to take or make calls and still show in adherence.  

To me this feels like a bug as I'm not sure what the point of setting ACW on callbacks would be if it is not ending the callback and making the rep ready for the next call.  Agents with bad intentions will find this and exploit it.  This changes makes it harder for supervisors to find people "gaming the system".  Before we could at least look for agents on callbacks that were in ACW for extended periods and advise them to click end callback.  

Can someone from Genesys please help us understand if this is working as designed or if this is truly a bug? 

Thanks! 

Hello,

Our Org uses mandatory time box wrap options across the board in Genesys. Recently a new feature was released that allows us to now apply them to chats as well. We do not use messages or emails so those two forms of communication are irrelevant to us. 

However it also implies this will allow us to set timed box wrap options for callbacks as well. This is what the setting states in the Org Settings page:

Enforce Communication Level After Call Work (ACW)

Hi Christa, 

Thanks for the information.  I followed your like to the idea which lead me to this idea - https://genesyscloud.ideas.aha.io/ideas/DIG-I-609 which then lead me to this Beta - Auto Answer for Digital asynchronous interactions (https://forms.office.com/Pages/ResponsePage.aspx?id=nOZceM-Qx02ogurzEtHRXdh5zbAkQltDo778Q8YaxfdUOVlTNjhXTVpLRUFJR1pSOEE3RVcxTFBXRy4u). 

Is this the correct Beta?  The reason I ask is that it does not mention auto-ending the callback in the description only auto-answer and it even goes so far to say that Callbacks and ACD Voicemails won't be supported.  

"Auto Answer for Voice from Agents settings is currently supported, and we're planning to add Auto Answer support for Voice on Queues in the future. However, please note Auto Answer for ACD Voicemail, Callbacks or Chat wont' be supported." 

I just wanted to make sure I had the right Beta before attempting to sign-up (if they are still taking new members in the beta). 

Thanks! 

I just tested in my environment and I do see that the ACW timebox does come up and will follow whatever rule you have set, however the agent still needs to click the End Callback button to finish the interaction. 

Correct - this setting controls the ACW timer only and not the End Callback functionality.

We do have a beta on-going to Auto-End the callback, with a planned GA date of end of June 2023. This beta also allows for auto-answer and auto-dial functionality to be enabled as well as auto-end. Please see the following for details: https://genesyscloud.ideas.aha.io/ideas/INB-I-1330

I will just say that my assumption was also that when this was turned on and an agent got a callback, after the ACW timer expired, the callback would end and they would be put back On Queue to take the next interaction.  

I just tested in my environment and I do see that the ACW timebox does come up and will follow whatever rule you have set, however the agent still needs to click the End Callback button to finish the interaction.   It appears the agent is put into the "Interacting" state while they are sitting waiting to end a callback.  So if the agent doesn't click End Callback, they can sit and not have to take or make calls and still show in adherence.  

To me this feels like a bug as I'm not sure what the point of setting ACW on callbacks would be if it is not ending the callback and making the rep ready for the next call.  Agents with bad intentions will find this and exploit it.  This changes makes it harder for supervisors to find people "gaming the system".  Before we could at least look for agents on callbacks that were in ACW for extended periods and advise them to click end callback.  

Can someone from Genesys please help us understand if this is working as designed or if this is truly a bug? 

Thanks! 

Hello,

Our Org uses mandatory time box wrap options across the board in Genesys. Recently a new feature was released that allows us to now apply them to chats as well. We do not use messages or emails so those two forms of communication are irrelevant to us. 

However it also implies this will allow us to set timed box wrap options for callbacks as well. This is what the setting states in the Org Settings page:

Enforce Communication Level After Call Work (ACW)

I just tested in my environment and I do see that the ACW timebox does come up and will follow whatever rule you have set, however the agent still needs to click the End Callback button to finish the interaction. 

Correct - this setting controls the ACW timer only and not the End Callback functionality.

We do have a beta on-going to Auto-End the callback, with a planned GA date of end of June 2023. This beta also allows for auto-answer and auto-dial functionality to be enabled as well as auto-end. Please see the following for details: https://genesyscloud.ideas.aha.io/ideas/INB-I-1330

I will just say that my assumption was also that when this was turned on and an agent got a callback, after the ACW timer expired, the callback would end and they would be put back On Queue to take the next interaction.  

I just tested in my environment and I do see that the ACW timebox does come up and will follow whatever rule you have set, however the agent still needs to click the End Callback button to finish the interaction.   It appears the agent is put into the "Interacting" state while they are sitting waiting to end a callback.  So if the agent doesn't click End Callback, they can sit and not have to take or make calls and still show in adherence.  

To me this feels like a bug as I'm not sure what the point of setting ACW on callbacks would be if it is not ending the callback and making the rep ready for the next call.  Agents with bad intentions will find this and exploit it.  This changes makes it harder for supervisors to find people "gaming the system".  Before we could at least look for agents on callbacks that were in ACW for extended periods and advise them to click end callback.  

Can someone from Genesys please help us understand if this is working as designed or if this is truly a bug? 

Thanks! 

Hello,

Our Org uses mandatory time box wrap options across the board in Genesys. Recently a new feature was released that allows us to now apply them to chats as well. We do not use messages or emails so those two forms of communication are irrelevant to us. 

However it also implies this will allow us to set timed box wrap options for callbacks as well. This is what the setting states in the Org Settings page:

Enforce Communication Level After Call Work (ACW)

Adding onto what Christa mentioned above. Our ACW updates we released last month were geared towards capturing ACW across all channels via a new underlying framework. For Callbacks this means that ACW will be captured on the voice portion of the Callback via any of the ACW settings defined on the Queue. This in-turn makes sure that analytics can show the Total ACW metric for Callbacks accurately across all ACW options. 

Our current implementation of Callbacks involves an agent who has to handle the Callback as well as the outbound voice portion which is part of the Callback. ACW will always be applicable to the voice portion. The Callback portion still accounts for the time the agent took to dial the customer as well as the time they took to end the Callback ( after the ACW portion on the voice interaction was completed ). The improvements ( via automation ) to the Callback portion on coming up next as part of the Aha idea that Christa linked above. 

Once we have this, every part of the Callback flow can be controlled with a goal of keeping AHT to a minimum. 

1. Auto-Answer the callback interaction. 
2.  Auto-Dial the voice portion 
3.  Timed ACW of the voice portion
4.  Auto-End the Callback portion

1,2 & 4 are up next ( Currently in Beta ). 

I just tested in my environment and I do see that the ACW timebox does come up and will follow whatever rule you have set, however the agent still needs to click the End Callback button to finish the interaction. 

Correct - this setting controls the ACW timer only and not the End Callback functionality.

We do have a beta on-going to Auto-End the callback, with a planned GA date of end of June 2023. This beta also allows for auto-answer and auto-dial functionality to be enabled as well as auto-end. Please see the following for details: https://genesyscloud.ideas.aha.io/ideas/INB-I-1330

I will just say that my assumption was also that when this was turned on and an agent got a callback, after the ACW timer expired, the callback would end and they would be put back On Queue to take the next interaction.  

I just tested in my environment and I do see that the ACW timebox does come up and will follow whatever rule you have set, however the agent still needs to click the End Callback button to finish the interaction.   It appears the agent is put into the "Interacting" state while they are sitting waiting to end a callback.  So if the agent doesn't click End Callback, they can sit and not have to take or make calls and still show in adherence.  

To me this feels like a bug as I'm not sure what the point of setting ACW on callbacks would be if it is not ending the callback and making the rep ready for the next call.  Agents with bad intentions will find this and exploit it.  This changes makes it harder for supervisors to find people "gaming the system".  Before we could at least look for agents on callbacks that were in ACW for extended periods and advise them to click end callback.  

Can someone from Genesys please help us understand if this is working as designed or if this is truly a bug? 

Thanks! 

Hello,

Our Org uses mandatory time box wrap options across the board in Genesys. Recently a new feature was released that allows us to now apply them to chats as well. We do not use messages or emails so those two forms of communication are irrelevant to us. 

However it also implies this will allow us to set timed box wrap options for callbacks as well. This is what the setting states in the Org Settings page:

Enforce Communication Level After Call Work (ACW)