Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vma on June 02, 2014, 12:54:12 PM

Title: WrapUpTime for email
Post by: vma on June 02, 2014, 12:54:12 PM

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

Title: Re: WrapUpTime for email
Post by: Kubig on June 02, 2014, 01:00:34 PM

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.