Papa, Inc.
Original Message:
Sent: 05-31-2024 03:19
From: Ekaterina Kononova
Subject: Wrapup Time/After Call Work (ACW) exceeds time limit
hi! If you looked at this agent stats for the day when interaction was handled you may not see a spike in Avg ACW for the agent, because Genesys would capture ACW on the moment interaction was completed I guess. As it happens with most of the reporting where "activities" are captured on the interval they happen, not like in "good" old CXI ;)
Genesys folks, please, let me know if I am wrong here :)
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Ekaterina Kononova
Product Specialist | Data, Analytics & Quality Management
Sweden
Original Message:
Sent: 05-30-2024 07:09
From: Lee Ruff
Subject: Wrapup Time/After Call Work (ACW) exceeds time limit
I think i found the why the interactions wrap-up wasn't including in reporting and it's because Genesys flagged the interaction, i found this by adding some the error column in the 'Interactions' view.
![](https://higherlogicdownload.s3.amazonaws.com/GENESYS/MessageImages/43915f4f0ead4248902c16e45f32e0f3.png)
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Lee Ruff
Sabio Ibérica, S.A.
Original Message:
Sent: 05-29-2024 09:00
From: Lee Ruff
Subject: Wrapup Time/After Call Work (ACW) exceeds time limit
Hi Dianne,
I have a related query based on your question, I had a similar scenario where the interaction wasn't 'wrapped' up for 15 hours, the wrap-up was set to 'optional' so no timeout, however, i was looking at wrap-up performance view for that particular queue and the Average ACW didn't seem to include the data from the interaction that was in ACW for 15hours, i wonder whether you noticed the same?
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Lee Ruff
Sabio Ibérica, S.A.
Original Message:
Sent: 11-23-2023 11:04
From: Dianne Gabriel
Subject: Wrapup Time/After Call Work (ACW) exceeds time limit
Hello,
We noticed an odd issue with an interaction. It seems like the interaction was stuck in wrapup time/ACW for 15 hours, and from what I know there's only a maximum of 900 seconds time limit for ACW. I looked into the interaction details using API explorer but didn't notice anything out of the ordinary (unless I missed something).
Only thing out of the ordinary was this wrapup's direction was "Inbound" as opposed to "Outbound", could this be the reason why?
This queue has Optional ACW with no timeout.
What could possibly cause this issue?
Thank you!
#Reporting/Analytics
#Telephony
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Dianne Gabriel
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