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  • 1.  Alert when customer waiting for X amount of time

    Posted 05-24-2021 10:15
    No replies, thread closed.
    Hi,

    is it possible to send an alert message / notification to a manager in Genesys when a particular queue wait time is at 15 mins?
    #ArchitectureandDesign
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #Telephony

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    Jason Beney
    Bedfordshire Pilgrim Housing Association
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  • 2.  RE: Alert when customer waiting for X amount of time

    Posted 05-24-2021 14:24
    No replies, thread closed.
    Hi Jason,

    Currently, if you sent this up, you will only get that alert after the interaction has ended.  Which in most cases isn't that helpful.  I know alert enhancements are on the road map.  You can follow along with the process on this idea:  https://genesyscloud.ideas.aha.io/ideas/CLINB-I-475.  


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    Jason Tripp
    Independent Health Association, Inc.
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