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Hi all,

Not sure if this is the right place for this, but I'm having an issue with the Done button under the wrapup codes being greyed out and unclickable until the last 10 seconds of the ACW timer for one of our queues. I checked the queue settings and ACW is set to Mandatory, Time-Boxed.

This started happening after I added a Set Wrapup Code action on a branch of the call flow in Architect. I see nothing in the documentation that that this would be an expected behavior. 

Does anyone know how this might be fixed?

Thanks everyone,

Hi Patrick,

Just to make sure I understand your issue completely:

• Are you selecting a Wrap-up code before trying to click the "Done" button? Just asking because it does indeed stay "greyed out" until you actually select a code, since the ACW is set as "mandatory".
  
  
• You said the button only becomes clickable in the last 10 seconds. How many seconds do you have set for ACW in this queue?
  
  
• You mentioned this only happens for one queue, and you also mentioned it started happening after adding a wrap-up on the Flow... Was that wrap-up added on the flow on a place that only affects this one queue? (Or would that path on the flow go to any queues?), just asking to see if it could really be related or not.
  
  
• Also, are all other queues set in the same way? (As in: same ACW settings, same wrap-up codes, same divisions, etc.?)

Hi all,

Not sure if this is the right place for this, but I'm having an issue with the Done button under the wrapup codes being greyed out and unclickable until the last 10 seconds of the ACW timer for one of our queues. I checked the queue settings and ACW is set to Mandatory, Time-Boxed.

This started happening after I added a Set Wrapup Code action on a branch of the call flow in Architect. I see nothing in the documentation that that this would be an expected behavior. 

Does anyone know how this might be fixed?

Thanks everyone,

Hi Marcello,

Yes, the reps are selecting a wrapup code before attempting to click the Done button.

This queue was set to 30 seconds for ACW but I now have it set to 12 as a temp work around of the issue.

There are no other queues associated with this flow. I also added a Set Wrapup Code action on a test flow that feeds into my test queue and get the same behavior. 

we have other queues that are similar, but not exactly the same. Also this is the only queue/call flow in that division. The test flow and test queue that I set up as well are in a test division.

Hi Patrick,

Just to make sure I understand your issue completely:

• Are you selecting a Wrap-up code before trying to click the "Done" button? Just asking because it does indeed stay "greyed out" until you actually select a code, since the ACW is set as "mandatory".
  
  
• You said the button only becomes clickable in the last 10 seconds. How many seconds do you have set for ACW in this queue?
  
  
• You mentioned this only happens for one queue, and you also mentioned it started happening after adding a wrap-up on the Flow... Was that wrap-up added on the flow on a place that only affects this one queue? (Or would that path on the flow go to any queues?), just asking to see if it could really be related or not.
  
  
• Also, are all other queues set in the same way? (As in: same ACW settings, same wrap-up codes, same divisions, etc.?)

Hi all,

Not sure if this is the right place for this, but I'm having an issue with the Done button under the wrapup codes being greyed out and unclickable until the last 10 seconds of the ACW timer for one of our queues. I checked the queue settings and ACW is set to Mandatory, Time-Boxed.

This started happening after I added a Set Wrapup Code action on a branch of the call flow in Architect. I see nothing in the documentation that that this would be an expected behavior. 

Does anyone know how this might be fixed?

Thanks everyone,

Hi all,

Not sure if this is the right place for this, but I'm having an issue with the Done button under the wrapup codes being greyed out and unclickable until the last 10 seconds of the ACW timer for one of our queues. I checked the queue settings and ACW is set to Mandatory, Time-Boxed.

This started happening after I added a Set Wrapup Code action on a branch of the call flow in Architect. I see nothing in the documentation that that this would be an expected behavior. 

Does anyone know how this might be fixed?

Thanks everyone,

Hello Patrick, 

I would like to echo Marcello's questions. This behavior your experiencing is not expected. While its normal for ACW to be mandatory time-boxed, the Done button should not be greyed out or un-clickable during the ACW period. 

I believe this is going to need a support case as there appears to be an unintended interaction between the queue settings and Architect flow. 

Cheers, 

Hi all,

Not sure if this is the right place for this, but I'm having an issue with the Done button under the wrapup codes being greyed out and unclickable until the last 10 seconds of the ACW timer for one of our queues. I checked the queue settings and ACW is set to Mandatory, Time-Boxed.

This started happening after I added a Set Wrapup Code action on a branch of the call flow in Architect. I see nothing in the documentation that that this would be an expected behavior. 

Does anyone know how this might be fixed?

Thanks everyone,

Excellent, I will submit a ticket

Hello Patrick, 

I would like to echo Marcello's questions. This behavior your experiencing is not expected. While its normal for ACW to be mandatory time-boxed, the Done button should not be greyed out or un-clickable during the ACW period. 

I believe this is going to need a support case as there appears to be an unintended interaction between the queue settings and Architect flow. 

Cheers, 

Hi all,

Not sure if this is the right place for this, but I'm having an issue with the Done button under the wrapup codes being greyed out and unclickable until the last 10 seconds of the ACW timer for one of our queues. I checked the queue settings and ACW is set to Mandatory, Time-Boxed.

This started happening after I added a Set Wrapup Code action on a branch of the call flow in Architect. I see nothing in the documentation that that this would be an expected behavior. 

Does anyone know how this might be fixed?

Thanks everyone,