Genesys Cloud - Main

Kenneth,

Would something like this work for you. You could set the rule up for a queue or specific users.  In this example, when the callback is triggered, the agent is alerted, if they don't answer in 1 minute, the alert is triggered.

Performance > Workspace > Alert Rules

I like it, but I don't think this would work. The agent is answering the call back so it is no longer alerting. However, they just leave it on the message playback screen. 

I'm looking for something that counts between the answer state, until the actual call back state, or at least if the total time on the call back interaction goes over X time. 

Kenneth,

Would something like this work for you. You could set the rule up for a queue or specific users.  In this example, when the callback is triggered, the agent is alerted, if they don't answer in 1 minute, the alert is triggered.

Performance > Workspace > Alert Rules

I'm following you now.  I thought I read somewhere that Genesys was going to rename this time period, so it wasn't considered "Interacting" and could be eligible as a rule.  I am intrigued and going to have to do more testing on this myself on Monday. 

I like it, but I don't think this would work. The agent is answering the call back so it is no longer alerting. However, they just leave it on the message playback screen. 

I'm looking for something that counts between the answer state, until the actual call back state, or at least if the total time on the call back interaction goes over X time. 

Kenneth,

Would something like this work for you. You could set the rule up for a queue or specific users.  In this example, when the callback is triggered, the agent is alerted, if they don't answer in 1 minute, the alert is triggered.

Performance > Workspace > Alert Rules

Have you also thought about turning on/using the auto dial callback feature? In our CC we have these dial automatically within 1 second. Though depending on your use case it could work

I'm following you now.  I thought I read somewhere that Genesys was going to rename this time period, so it wasn't considered "Interacting" and could be eligible as a rule.  I am intrigued and going to have to do more testing on this myself on Monday. 

I like it, but I don't think this would work. The agent is answering the call back so it is no longer alerting. However, they just leave it on the message playback screen. 

I'm looking for something that counts between the answer state, until the actual call back state, or at least if the total time on the call back interaction goes over X time. 

Kenneth,

Would something like this work for you. You could set the rule up for a queue or specific users.  In this example, when the callback is triggered, the agent is alerted, if they don't answer in 1 minute, the alert is triggered.

Performance > Workspace > Alert Rules

I'm following you now.  I thought I read somewhere that Genesys was going to rename this time period, so it wasn't considered "Interacting" and could be eligible as a rule.  I am intrigued and going to have to do more testing on this myself on Monday. 

I like it, but I don't think this would work. The agent is answering the call back so it is no longer alerting. However, they just leave it on the message playback screen. 

I'm looking for something that counts between the answer state, until the actual call back state, or at least if the total time on the call back interaction goes over X time. 

Kenneth,

Would something like this work for you. You could set the rule up for a queue or specific users.  In this example, when the callback is triggered, the agent is alerted, if they don't answer in 1 minute, the alert is triggered.

Performance > Workspace > Alert Rules

Like Lawrence suggested, enable Auto-Dial and Auto-End.  It's a fairly new feature that took over two years to be delivered from its initial suggestion.  Last I looked, the Events were too limited to enable the alerting you are referring too.  Maybe there is a way now, but months ago, I could not figure out a good way to do this, only to alert when a specific wrap code took too long.  In this case, it is different.  The setting you need is enabled on the queue itself.  So it can be enabled queue by queue / tested queue by queue.

I'm following you now.  I thought I read somewhere that Genesys was going to rename this time period, so it wasn't considered "Interacting" and could be eligible as a rule.  I am intrigued and going to have to do more testing on this myself on Monday. 

I like it, but I don't think this would work. The agent is answering the call back so it is no longer alerting. However, they just leave it on the message playback screen. 

I'm looking for something that counts between the answer state, until the actual call back state, or at least if the total time on the call back interaction goes over X time. 

Kenneth,

Would something like this work for you. You could set the rule up for a queue or specific users.  In this example, when the callback is triggered, the agent is alerted, if they don't answer in 1 minute, the alert is triggered.

Performance > Workspace > Alert Rules