Hi!

Has anybody found a way of being alerted when interaction in a queue are being waiting for more than x Seconds or Minutes?

All i can see in the Alert system is on the number is waiting interaction (Not based on how long they've been waiting). As for the max wait, avg wait and total wait metrics , they all seems to be based on the last interval which is useless in our case as the alarm is still active after the interaction was answered. 

All Ideas are welcome. 

Thanks!

#Reporting/Analytics

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Sylvain Briere
Senior Advisor Telephony, Énergir, L.P.
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Hi Sylvain,

I think the queue metric "Single conversation total wait" would be what you need.  This would alert if a single conversation in the selected queue meets the set criteria of the alert.

Real time agent, queue, user presence, and employee engagement metrics

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 12-04-2024 10:41
From: Sylvain Briere
Subject: Alerting - Max wait time in queue

Hi!

Has anybody found a way of being alerted when interaction in a queue are being waiting for more than x Seconds or Minutes?

All i can see in the Alert system is on the number is waiting interaction (Not based on how long they've been waiting). As for the max wait, avg wait and total wait metrics , they all seems to be based on the last interval which is useless in our case as the alarm is still active after the interaction was answered. 

All Ideas are welcome. 

Thanks!

#Reporting/Analytics

------------------------------
Sylvain Briere
Senior Advisor Telephony, Énergir, L.P.
------------------------------