Genesys Cloud - Main

 View Only

Discussion Thread View
  • 1.  Alert Rules

    Posted 02-22-2024 00:16

    Hi Every One, so I have been creating new alerts for the last couple days and I cannot find a way to make it per Interaction, the alert total is for the whole day,

    Is there any way I can make it for every Interaction by itself ?

    ex: when the agent hold the call for more than 10 seconds the alert should appear but in once he gets another call the alert well also appear because of the first call Total Hold 


    Osama Issa
    Fourth Dimension Systems LLC

  • 2.  RE: Alert Rules

    Posted 02-27-2024 22:24

    In the Alert setup, you can't specify individual interactions, but look at single interaction total wait time, hold, or talk time when the interaction goes over the time specified.  Unfortunately, you can only use one queue per rule for these single interaction selections.   

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources