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Conversation Metrics Related to After Call Work Behavior Questions When Used in Alerts

Our organization is preparing to make an adjustment to one of our business unit's After Call Work (ACW) settings, updating from "mandatory, time-boxed" with a very brief window to either "mandatory, discretionary" or "mandatory, time-boxed" with a larger window. There are concerns that making either adjustment could lead to KPI decreases in performance if Agents begin using this new capability inappropriately. 

To attempt to mitigate the above risk, we have been attempting to test Alert Rules related to these conversation metrics:

User AVG ACW > some number of seconds
User MAX ACW > some number of seconds
User Single Conversation Total ACW > some number of seconds

Queue AVG ACW > some number of seconds
Queue MAX ACW > some number of seconds
Queue Single Conversation Total ACW > some number of seconds

Work Team AVG ACW > some number of seconds
Work Team MAX ACW > some number of seconds
Work Team Single Conversation Total ACW > some number of seconds

We are currently only seeing expected outcomes using the "User Single Conversation Total ACW > some number of seconds" Alert configuration which is activating, sending the expected email, and producing screen pop-ups for the user that configured the alert and other users as specified, if that additional user was not the user being monitored for the conversation metric. The alert seems to fire and reset immediately as expected. We wanted the alert to also provide the monitored user the alert with a pop-up, but we can't seem to get that to work. 

Also, when attempting to test the other "User" conversation ACW work metrics for alerts when during the current interval the AVG ACW > some number of seconds or the related MAX ACW > some number of seconds, we see the alerts sometimes fire but the alerts remain activated even into the next interval period (30 minutes.) This has resulted in testers having to disable and then re-enable the alerts to get them to reset.  

When attempting to test the other "Queue" and "Work Team" ACW conversation metrics, we are not seeing consistent behavior. 

As these Agents also manage multiple media types, the condition restrictions on the alert rule configurations preventing multiple conditions (media types) in the same rule are very limiting. If we want to monitor all of the media types, we have to create one rule per user/queue/work team for the "single conversation total ACW" metrics. We also see this for any "work team" conversation metric alerts. 

Question 1: 
How are each of the Conversation Metrics for ACW supposed to trigger and reset? Specifically, it would seem that the "single conversation total ACW" alerts would immediately reset and the "AVG ACW" and "MAX ACW" alerts would reset at the top of the next interval. Is this how we should expect these types of alerts to behave? 

Question 2:
Can Conversation Metrics for Users for ACW actually produce the same type of pop-up notice to the user the alert rules are monitoring? We can't seem to get this working if it should be.

Question 3:
When are Conversation Metrics for Users, Queues and Work Teams for AVG ACW and MAX ACW supposed to reset? We are not seeing evidence that the alerts reset at the top of the next interval. Do these only reset upon the next day? Configuring the same user based rule for AVG ACW for the same user with differing trigger thresholds demonstrates that this metric may be at the entire day and not individual interval level.

Question 4:
Should there be an expectation that if an alert rule fires and is set up to produce a pop-up notice and an email, that that user should also see the alert trigger record in their inbox? We are observing pop-up notices without the email or item being added to alerts inbox.

Question 5:
Why do the alert emails return a UserID instead of a name? There are no locations to enter a user's Genesys ID in the application to search for the user this way. The only way to search for a user by Genesys ID is to use the "API-Explorer" method.

API Explorer

get

/api/v2/users/{userId}

Get user.

#Alerts
#Metrics

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James Starling
Member Service Center Quality Assurance Manager
Global Federal Credit Union
j.starling@globalcu.org
Anchorage, AK
United States
------------------------------

Hi James, 

Sorry about the delay in response to your question.

Question 1: 
How are each of the Conversation Metrics for ACW supposed to trigger and reset? Specifically, it would seem that the "single conversation total ACW" alerts would immediately reset and the "AVG ACW" and "MAX ACW" alerts would reset at the top of the next interval. Is this how we should expect these types of alerts to behave? 

Yes, this is expected: Understand alert types

Question 2:
Can Conversation Metrics for Users for ACW actually produce the same type of pop-up notice to the user the alert rules are monitoring? We can't seem to get this working if it should be.

If you add the user in the "Send in-app notification to:" box it should send them a pop-up. it may be worth checking the user preferences if they have "Allow Pop-up Notifications" enabled in their Preferences

Question 3:
When are Conversation Metrics for Users, Queues and Work Teams for AVG ACW and MAX ACW supposed to reset? We are not seeing evidence that the alerts reset at the top of the next interval. Do these only reset upon the next day? Configuring the same user based rule for AVG ACW for the same user with differing trigger thresholds demonstrates that this metric may be at the entire day and not individual interval level.

I believe it will reset following the interval if it is less.  e.g. AVG ACW set at 600 seconds, if the AVG ACW is less than 600 seconds for a 30 minute interval, it should reset.

Question 4:
Should there be an expectation that if an alert rule fires and is set up to produce a pop-up notice and an email, that that user should also see the alert trigger record in their inbox? We are observing pop-up notices without the email or item being added to alerts inbox.

Supervisor who owns the alert should see it in their Inbox,  users notified should receive the in-app notification and/or emai/SMSl depending on the configuration of the Alert Rule

Question 5:
Why do the alert emails return a UserID instead of a name? There are no locations to enter a user's Genesys ID in the application to search for the user this way. The only way to search for a user by Genesys ID is to use the "API-Explorer" method.

There is an idea in the Genesys Cloud Product Ideas Lab that I would recommend voting on and adding your use case: Replace Entity ID with Agent Name 

I hope this helps, but let me know if you need further clarification

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Thank you for the response. 

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James Starling
Member Service Center Quality Assurance Manager
Global Federal Credit Union
j.starling@globalcu.org
Anchorage, AK
United States
------------------------------

Original Message:
Sent: 06-02-2025 07:09
From: Samuel Jillard
Subject: Conversation Metrics Related to After Call Work Behavior Questions When Used in Alerts

Hi James, 

Sorry about the delay in response to your question.

Question 1: 
How are each of the Conversation Metrics for ACW supposed to trigger and reset? Specifically, it would seem that the "single conversation total ACW" alerts would immediately reset and the "AVG ACW" and "MAX ACW" alerts would reset at the top of the next interval. Is this how we should expect these types of alerts to behave? 

Yes, this is expected: Understand alert types

Question 2:
Can Conversation Metrics for Users for ACW actually produce the same type of pop-up notice to the user the alert rules are monitoring? We can't seem to get this working if it should be.

If you add the user in the "Send in-app notification to:" box it should send them a pop-up. it may be worth checking the user preferences if they have "Allow Pop-up Notifications" enabled in their Preferences

Question 3:
When are Conversation Metrics for Users, Queues and Work Teams for AVG ACW and MAX ACW supposed to reset? We are not seeing evidence that the alerts reset at the top of the next interval. Do these only reset upon the next day? Configuring the same user based rule for AVG ACW for the same user with differing trigger thresholds demonstrates that this metric may be at the entire day and not individual interval level.

I believe it will reset following the interval if it is less.  e.g. AVG ACW set at 600 seconds, if the AVG ACW is less than 600 seconds for a 30 minute interval, it should reset.

Question 4:
Should there be an expectation that if an alert rule fires and is set up to produce a pop-up notice and an email, that that user should also see the alert trigger record in their inbox? We are observing pop-up notices without the email or item being added to alerts inbox.

Supervisor who owns the alert should see it in their Inbox,  users notified should receive the in-app notification and/or emai/SMSl depending on the configuration of the Alert Rule

Question 5:
Why do the alert emails return a UserID instead of a name? There are no locations to enter a user's Genesys ID in the application to search for the user this way. The only way to search for a user by Genesys ID is to use the "API-Explorer" method.

There is an idea in the Genesys Cloud Product Ideas Lab that I would recommend voting on and adding your use case: Replace Entity ID with Agent Name 

I hope this helps, but let me know if you need further clarification

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------