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  • 1.  Call duration reminder.

    Posted 01-07-2013 22:54
    We have been asked to find a way to notify an agent when they have been on the phone with a customer for 20 minutes. Example: Customer calls in. Agent answers the call and begins helping the customer. The call have gone on for twenty minutes. Management would like some type of automated "Beep" to let the agent know that they have been on the phone for a while. Any suggestions of how to accomplish this?


  • 2.  RE: Call duration reminder.

    Posted 01-08-2013 01:55
    Setup an alert on status for the user and send them an alert.


  • 3.  RE: Call duration reminder.

    Posted 01-10-2013 13:48
    Thanks Robert that hit the nail on the head. Another quick question do you know of a way to alert bases on a skillset call. For example call comes into the queue and gets assigned a skillset. I need to alert team leads that a call with a skillset is in the queue.


  • 4.  RE: Call duration reminder.

    Posted 01-10-2013 15:54
    Not for the skill, but using the longest interaction waiting would alett for all interactions over your normal wait time.


  • 5.  RE: Call duration reminder.

    Posted 08-30-2024 09:26

    Hi there, is it possible to alert an agent once the Agent Call Duration reaches a certain value?

    i am looking at popping a Info banner once Script.Agent Call Duration = 00:01:00

    is this possible?



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    Reginald
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    Original Message


  • 6.  RE: Call duration reminder.

    Posted 09-06-2024 09:18

    Just to be clear, are we talking PureConnect, or Genesys Cloud here? This forum is dedicated to the former product and your question suggests to me the latter! (There is a dedicated forum for that, which gets a little more traffic.. 😉)

    Assuming the latter, you can create a dynamic boolean based on the condition and then use that to control the visibility of the banner component.



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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    Original Message


  • 7.  RE: Call duration reminder.

    Posted 09-06-2024 10:22
    sad Vossos, Stavros reacted to your message:



    Original Message


  • 8.  RE: Call duration reminder.

    Posted 09-06-2024 10:23
    0 Vossos, Stavros reacted to your message:



    Original Message


  • 9.  RE: Call duration reminder.

    Posted 23 days ago

    I use alerts often for my team. I have them set up for long calls, longest interaction waiting, & long unavailable status. You can set them to pop up or alert with a sound- or both! 
    The only one I can't find is how to alert if a call has been on hold too long.



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    Stacey Sanchez
    PACU- Workforce Operations MGR
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    Original Message


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