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  • 1.  Alerts: As an agent, is it possible to get an alert before an interaction reaches you?

    Posted 03-29-2023 19:04
    No replies, thread closed.

    Hello everyone, 

    I'm trying to configure alerts for a queue when Maximum wait time (Voice)>0m 5s. I successfully get the desktop alert, but only after an interaction routes to me. 

    I was curious if this is how the alert is supposed to function by design? Or if something isn't working with my configuration and I should be getting a desktop alert as soon as max wait times for that Queue become greater than 5 seconds regardless of if an interaction is trying to route to me? It would be nice if I could get this alert to send the desktop alert as soon as the criteria is met, instead of only getting this alert after an interaction routes to an agent as its easier to take action on that alert when the alert just pops on it's own without an interaction needing to take place.

    Any guidance would be appreciated!
    Regards,


    #SystemAdministration
    #Unsure/Other

    ------------------------------
    Sean Dega
    Willis Towers Watson Midwest, Inc.
    ------------------------------


  • 2.  RE: Alerts: As an agent, is it possible to get an alert before an interaction reaches you?

    Posted 03-30-2023 06:09
    No replies, thread closed.

    Hi Sean,

    I suspect this is due to Max Wait is being measured on an interval and it's not set until a call is answered.
    It doesn't measure that wait time for the current call, but the longest time any call have waited during the interval.

    There's a beta on the new alerting interface, and in there you can select among other things a trigger on wait time for a single call, which does what you're looking for here.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 3.  RE: Alerts: As an agent, is it possible to get an alert before an interaction reaches you?

    Posted 03-30-2023 14:42
    No replies, thread closed.

    Thanks Jan! 

    I will have to look into that beta alerting interface. It's good to know that the behavior I was noticing while testing the alert as we have it configured currently is as expected at least. 

    Thanks for taking the time to reply!



    ------------------------------
    Sean Dega
    Willis Towers Watson Midwest, Inc.
    ------------------------------

    Original Message


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