WrapUpTime for email

[vma]

Hello,

When having to route a voice interaction I'm attaching a key named "WrapUpTime" to the call so I can handle ACW based on service but this is not working on email. Although I see the "WrapUpTime" key attached to the email interaction is not taken in account by IWS.
Does anyone know if this should work? Or is there another way to do it for email interactions?
I'm using IxnServer 8.1.400.16 with IWS 8.1.4

Thank you,
Mihai

[Kubig]

From my point of view, the ACW for email does not make a sense. As the "name" indicates - ACW - After Call Work - is related to voice interaction only. Email is "offline" interaction, so the agent need not extra time to properly handling. WrapUpTime is related just to the voice channels.