Genesys Cloud - Main

Hello

Our client wants to see ACW in the Agent status.

We have not found any way to display this status, because according to GENESYS it is a CONVERSATION status and not a representative status.

What can be done?

Thank you in advance

Anna

Hello Anna, 

You can view ACW through agent activity, its not a direct agent status you can view agents who are in ACW. There is a specific metric that displays the agents with pending wrap-up work. You can also use the "Show agents who are in ACW" to monitor this activity. 

Cheers, 

Hello

Our client wants to see ACW in the Agent status.

We have not found any way to display this status, because according to GENESYS it is a CONVERSATION status and not a representative status.

What can be done?

Thank you in advance

Anna

Hello Anna, 

You can view ACW through agent activity, its not a direct agent status you can view agents who are in ACW. There is a specific metric that displays the agents with pending wrap-up work. You can also use the "Show agents who are in ACW" to monitor this activity. 

Cheers, 

Hello

Our client wants to see ACW in the Agent status.

We have not found any way to display this status, because according to GENESYS it is a CONVERSATION status and not a representative status.

What can be done?

Thank you in advance

Anna

The "Show agents in ACW" should be, yes. 

Hello Anna, 

You can view ACW through agent activity, its not a direct agent status you can view agents who are in ACW. There is a specific metric that displays the agents with pending wrap-up work. You can also use the "Show agents who are in ACW" to monitor this activity. 

Cheers, 

Hello

Our client wants to see ACW in the Agent status.

We have not found any way to display this status, because according to GENESYS it is a CONVERSATION status and not a representative status.

What can be done?

Thank you in advance

Anna

Hello Anna, 

You can view ACW through agent activity, its not a direct agent status you can view agents who are in ACW. There is a specific metric that displays the agents with pending wrap-up work. You can also use the "Show agents who are in ACW" to monitor this activity. 

Cheers, 

Hello

Our client wants to see ACW in the Agent status.

We have not found any way to display this status, because according to GENESYS it is a CONVERSATION status and not a representative status.

What can be done?

Thank you in advance

Anna

hi @Cameron Tomlin where can i see this option "Show agents in ACW"? is this a column in Agent Status view?

Hello Anna, 

You can view ACW through agent activity, its not a direct agent status you can view agents who are in ACW. There is a specific metric that displays the agents with pending wrap-up work. You can also use the "Show agents who are in ACW" to monitor this activity. 

Cheers, 

Hello

Our client wants to see ACW in the Agent status.

We have not found any way to display this status, because according to GENESYS it is a CONVERSATION status and not a representative status.

What can be done?

Thank you in advance

Anna