Genesys Cloud - Main

We have our global alert time set to 20 seconds, and most of our queues use that. Some of our queues use 35 seconds for the alert time. 

Now we're seeing it where some people are getting alerted for the normal time but others are only getting alerted for 16 seconds. It's always 16 seconds exactly and it's always the same people. Their personal alert time isn't changed at all and I don't see any other setting that could be causing this. Anyone have any ideas?

Hello Matt, 

My first thought would be the whisper audio. The duration of the whisper audio is subtracted from the total alerting timeout. So lets say your global is set to 20 seconds and you have a 4 second whisper prompt the agents would get only 16 seconds of alerting time. 

As for why its always the same people, could be 1 of 3 reasons:

1. These agents are members of specific queues that have whisper audio configured
2. OR these agents belong to specific routing groups/rings that have whisper prompts
3. Other agents who get the full 20 seconds are on queues without whisper audio, or belong to different routing segments

I recommend checking to see what your whisper audio is for these users (queues, routing groups, etc.) 

Hope this helps!