Genesys Cloud - Main

Greetings,

PureCloud allow us to set an alert time out for calls on queue. Can we also set an alerting timeout for calls on hold? Meaning, if the user holds a call for more then x seconds it would receive an alert. Is it possible?

Thanks in advance.

Regards,

Daniel Grosso

Something like this ?

Hello Stefano.

It seems so, but could u please give me some context on the image? Where do I find this section?

Thank u.

Regards,

Daniel

SORRY, YOU'RE RIGHT :)

Sorry again :)

Stefano

That's ok :) U've been very helpful. Thank u.

Hey Daniel,

try it and let me now if it fits your needs.

Have a nice day

Stefano

Hello Stefano.

Not quite what we need. This feature alerts a predefined set of supervisors. The goal was to alert the agent himself. Something like "Ur call is on hold for x seconds, please consider giving some feeedback to the customer"

Thank u.

Regards,

Daniel

I get it :(

Probably with using Pure Cloud API , then send a chat message to the agent, but it is a custom implementation and you need developers.