What is the difference between a participant-level and communication-level ACW

When a callback is initiated, Genesys Cloud creates a callback interaction for the agent assigned to handle it. This interaction represents the overall callback process and includes multiple sub-tasks, such as:

• The agent accepting the callback
• Initiating the outbound call to the customer
• The system dialing the number
• The call connecting
• The voice conversation between the agent and customer
• Any additional attempts made if a previous call was disconnected

After the agent accepts the callback, dials the customer, and the call connects, the voice call between the agent and the customer begins. Genesys Cloud tracks this voice call as a separate interaction. After the conversation ends, the agent transitions to After Call Work (ACW) to apply a wrap-up code.

• Participant-level ACW – By default, Genesys Cloud uses participant-level ACW. In this mode, when an agent assigns a wrap-up code to a callback, the wrap-up code applies to the agent who is the conversation participant. When the wrap-up code is applied at the participant level, the wrap-up code is tagged to at least two interactions: the first being the overall callback conversation that is assigned by Genesys Cloud and the subsequent ones being the actual voice call communication that happened between the agent and the customer. Because wrap-up codes are applied at the participant level, this configuration can sometimes affect callback performance metrics and analysis, depending on how reporting data is aggregated.
• Communication-level ACW – When communication-level ACW is enabled, the wrap-up code is applied only to the voice call interaction after the agent moves to ACW. If for some reason the agent does not accept the callback, Genesys Cloud automatically applies the wrap-up code at the participant level instead. For more information, see Enable communication level After Call Work and automatic callbacks.