FAQs: Contact center agents

An app visit starts from the moment a visitor accesses a mobile app. Similar to a Web visit, the app visit continues as the visitor navigates through the app and ends after 30 minutes of inactivity.

For agents to view the option to request ACW, you must enable Enforce Communication Level After Call Work (ACW) and grant agents the Conversations > Settings> View permission. For more information, see Enable communication level after call work.

For more information about after call work settings, see Create and configure queues. 

After contact work (ACW)is the time after an interaction disconnects. Use this time to enter notes, select wrap-up codes, and complete any other tasks associated with the interaction. Genesys Cloud counts ACW as wrap-up time and factors it into the average handle time (AHT).

If your admin configures the After contact work (ACW) setting for your queue to Agent Requested, then you can only perform ACW if you select the Request After Call Work option.

To request ACW, during an active interaction,  above the conversation click Request After Call Work. 

The timer for the state of your voice interaction counts down if your admin has configured a mandatory time limit for after-call-work (ACW).

When you decline or fail to answer an interaction within the Alerting Timeout period, Genesys Cloud returns the interaction to the queue and places you into Not Responding status. An alert appears to the upper right of the user interface, and your profile shows that you are on queue and not responding.

Alerting Timeout is one of many settings your contact center admin sets when they create queues. It determines when the notification for the incoming interaction ends and when Genesys Cloud marks you Not Responding.

While Not Responding, you do not receive new interactions. Declined or not answered interactions reenter the queue.

To resolve the Not Responding status and go back on queue, click Make eligible for interactions. Alternatively, to remove yourself from the queue, click Go off queue.

Genesys Cloud does not support multiple concurrent logins to the same account. Genesys Cloud considers the following scenarios as multiple concurrent logins:

• The same account logs in to web app on multiple tabs or browsers.
• The same account logs in to the desktop app and in the web app.
• The same account logs in on different computers at the same time.
• The same account logs in to an embedded client and the desktop, web, or mobile apps at the same time.
  Note: If configured correctly, agents can use the Genesys Cloud desktop or browser client as the primary client while still using the embedded client concurrently. For more information, see Disable WebRTC audio and alerting notifications.

Multiple concurrent logins can cause these and other problems:

• Unsuccessful phone interactions
• Missed notifications
• Unrefreshed views
• Unreliably updated statistics in dashboards
• Other inconsistent behavior

Issues arise partly because each client has a limited number of notification channels for these events. More than one concurrent login can cause a notification channel to close. For more information about notification channels, see Use the notification service in the Developer Center.

Because you may not see these issues, Genesys Cloud notifies you if you lose your connection. If you see this notification, close any other instances of Genesys Cloud and refresh the app.

Interactions can have three timers:

• The interaction alert notification features a timer that shows the amount of time that the interaction has been in the queue. The blue bar at the top of the interaction alert is a visual indicator of the time remaining until Genesys Cloud marks you as Not responding.
• After you answer an interaction, the timer to the lower right of the interaction card displays the duration of the interaction’s current state. For example, interacting, hold, or after call work.
  Note: If your admin has configured a mandatory time limit, this timer displays the remaining time during after-call-work.
• Above the interaction window, to the right of the contact and channel information Genesys Cloud displays the duration of the selected interaction.

You can change your email address, and you can add email addresses, but your profile must always have a primary email address.

If you have difficulty logging in to Genesys Cloud, you may see this message:

There was problem logging you in. Please check your email address and password and try again.

After six unsuccessful consecutive login attempts, Genesys Cloud temporarily locks your account. You can try to log in again after five minutes.

Reasons for unsuccessful logins:

• You typed your email address and/or password incorrectly. 
• If your administrator set a password expiration policy, your password may have expired.

Solutions:

• Reset your password. See Set your password in Log in for the first time.
• Contact your administrator to reset your credentials.

Genesys Cloud features benefit from the use of various tokens with varying lifespans. When you access any Genesys Cloud feature with an expired token, you must re-authenticate.

Users in HIPAA organizations are logged out of Genesys Cloud when their browsing session expires. Users are directed to the Genesys Cloud login page and must re-enter their credentials. If users are on a call when the browsing session expires, the call is not interrupted. When the call completes, users are directed to the Genesys Cloud login page and must re-enter their credentials.

Users in non-HIPAA organizations are automatically re-authenticated when their browsing session expires. The re-authentication process causes Genesys Cloud to reload. Users are returned to the page they were on when the browsing session expired. If users are on a call when the browsing session expires, the call is not interrupted. Users can choose to re-authenticate automatically after the call ends.