Genesys Cloud - Main

Hello,

On a previous phone system, when an agent put a call on hold, the system allowed us (managers) to set a certain time frame which a customer could be on hold, before an alert would go off for the CSR.

ie. We would set it for a minute, and if they needed more hold time, they could check back in with the customer, or offer to call them back. 

Is there a way of providing our CSRs with a similar type of alert? to help curve hold times, or make CSRs more aware of their hold times?

Thanks!

No, that is not one of the alerts that can currently be set up. You would have to create your own monitoring dashboard and some kind of alert system using the API.

Is the API intuitive? Or will I need to use my IT team to help me do this? When we were setting up the PureCloud system, we were not talked to about this at all, or what it could do for us...

Thanks.

Not intuitive, no...it is the Application Programming Interface, so requires someone who knows Python, JavaScript, Java, Microsoft .NET programming or the like. 

Someone from IT might have the skills. https://developer.mypurecloud.com/