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Is there not an option in the new interface to set an alert for a wait time threshold?  E.g., if a queue has a call holding more than ___ minutes, text me.

It's easily set up in the old interface, but don't see a maximum time to answer option in the new one.  Would be a horrendous oversight.

Agree!      Also, is there possibly a way to have an alert when a callback comes in, the agent accepts and they are not making the call.   In our current set up, the agent has to click on the customers phone number to initiate the callback, but they can hold onto to it as long as they like.      Can the system alert me when someone has not made that call?   At this time, we are not considering Auto-Answer, but would that alleviate this problem?

Is there not an option in the new interface to set an alert for a wait time threshold?  E.g., if a queue has a call holding more than ___ minutes, text me.

It's easily set up in the old interface, but don't see a maximum time to answer option in the new one.  Would be a horrendous oversight.

@Judith Jimenez the right solution for this is to add "time to first dial" and/or "time to first connect" metric support. Its on the roadmap but with the current selections, the "single conversation total handle" might be the closest solution with the media type set to "callback".

Thanks,

Agree!      Also, is there possibly a way to have an alert when a callback comes in, the agent accepts and they are not making the call.   In our current set up, the agent has to click on the customers phone number to initiate the callback, but they can hold onto to it as long as they like.      Can the system alert me when someone has not made that call?   At this time, we are not considering Auto-Answer, but would that alleviate this problem?

Is there not an option in the new interface to set an alert for a wait time threshold?  E.g., if a queue has a call holding more than ___ minutes, text me.

It's easily set up in the old interface, but don't see a maximum time to answer option in the new one.  Would be a horrendous oversight.

Is there not an option in the new interface to set an alert for a wait time threshold?  E.g., if a queue has a call holding more than ___ minutes, text me.

It's easily set up in the old interface, but don't see a maximum time to answer option in the new one.  Would be a horrendous oversight.

#Reporting/Analytics

------------------------------
Chad Blanton
North American Bancard
------------------------------

@Chad Blanton - If I am understanding correctly, "Single Conversation Total Wait" is the one that is needed for this scenario. That metric is available for conversation metric-based alert rules. That selection means that if any single conversation within that specific queue has a total wait time that meets the specified condition, then an alert will be triggered. Is this what you are looking for?

Additionally there are metrics like Max Answer and Max Wait - which allow for looking at all the conversations within that specific queue, in the current time interval and if the max values match the condition, then the alerts will be triggered. 

The documentation of the metrics and their definitions is here: Edit an alert rule - Genesys Cloud Resource Center (mypurecloud.com) (refer to the section "Agent, Queue and user presence metrics")

Thanks,

------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX

Original Message:
Sent: 06-14-2023 11:13
From: Chad Blanton
Subject: New Alert process - Maximum time to answer?

Is there not an option in the new interface to set an alert for a wait time threshold?  E.g., if a queue has a call holding more than ___ minutes, text me.

It's easily set up in the old interface, but don't see a maximum time to answer option in the new one.  Would be a horrendous oversight.

#Reporting/Analytics

------------------------------
Chad Blanton
North American Bancard
------------------------------

Max Wait definitely doesn't work like that. It triggers an alert every interval once the Max Wait has crossed the threshold for the day.  E.g. yesterday we hit over out max at 8:30 and at 8:45, 9:00, 9:15, 9:30 etc it triggered another alert even though we weren't holding calls.

I'll try the single conversation metric out, but that's not exactly what I'm looking for either, as Total Wait would include wait time in multiple queues if it's a transfer call. 

To be clear, I want to be able to set an alert that triggers whenever an interaction is holding in the queue is over ___ seconds/minutes.   

@Chad Blanton - If I am understanding correctly, "Single Conversation Total Wait" is the one that is needed for this scenario. That metric is available for conversation metric-based alert rules. That selection means that if any single conversation within that specific queue has a total wait time that meets the specified condition, then an alert will be triggered. Is this what you are looking for?

Additionally there are metrics like Max Answer and Max Wait - which allow for looking at all the conversations within that specific queue, in the current time interval and if the max values match the condition, then the alerts will be triggered. 

The documentation of the metrics and their definitions is here: Edit an alert rule - Genesys Cloud Resource Center (mypurecloud.com) (refer to the section "Agent, Queue and user presence metrics")

Thanks,

------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX

Original Message:
Sent: 06-14-2023 11:13
From: Chad Blanton
Subject: New Alert process - Maximum time to answer?

Is there not an option in the new interface to set an alert for a wait time threshold?  E.g., if a queue has a call holding more than ___ minutes, text me.

It's easily set up in the old interface, but don't see a maximum time to answer option in the new one.  Would be a horrendous oversight.

#Reporting/Analytics

------------------------------
Chad Blanton
North American Bancard
------------------------------

Thanks for the clarification. Max Answer is the one that needs to be used to get the equivalent of "maximum time to answer" in the old system. Max answer looks for max of all the conversations within an interval and if max meets the condition then the alert gets triggered. And when the next interval starts and the condition is no longer met, alert will go back to normal. Interval = 30 minutes. From the above, it looks like either the alert was sending renotifications (assuming renotification frequency is set to every 15 minutes) since the max was still meeting the conditions or there's probably an issue. If you are noticing that the max selection isn't behaving as explained above, please log an incident and we'll look into it asap.

Max Wait definitely doesn't work like that. It triggers an alert every interval once the Max Wait has crossed the threshold for the day.  E.g. yesterday we hit over out max at 8:30 and at 8:45, 9:00, 9:15, 9:30 etc it triggered another alert even though we weren't holding calls.

I'll try the single conversation metric out, but that's not exactly what I'm looking for either, as Total Wait would include wait time in multiple queues if it's a transfer call. 

To be clear, I want to be able to set an alert that triggers whenever an interaction is holding in the queue is over ___ seconds/minutes.   

@Chad Blanton - If I am understanding correctly, "Single Conversation Total Wait" is the one that is needed for this scenario. That metric is available for conversation metric-based alert rules. That selection means that if any single conversation within that specific queue has a total wait time that meets the specified condition, then an alert will be triggered. Is this what you are looking for?

Additionally there are metrics like Max Answer and Max Wait - which allow for looking at all the conversations within that specific queue, in the current time interval and if the max values match the condition, then the alerts will be triggered. 

The documentation of the metrics and their definitions is here: Edit an alert rule - Genesys Cloud Resource Center (mypurecloud.com) (refer to the section "Agent, Queue and user presence metrics")

Thanks,

------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX

Original Message:
Sent: 06-14-2023 11:13
From: Chad Blanton
Subject: New Alert process - Maximum time to answer?

Is there not an option in the new interface to set an alert for a wait time threshold?  E.g., if a queue has a call holding more than ___ minutes, text me.

It's easily set up in the old interface, but don't see a maximum time to answer option in the new one.  Would be a horrendous oversight.

#Reporting/Analytics

------------------------------
Chad Blanton
North American Bancard
------------------------------

Thanks Nikhail, I'll try that and verify. I would encourage you all not to change the name of metrics moving forward if you don't have to.  Based on how some of your other metrics are worded and how others work, because there was an existing "Maximum time to answer" before, "Max Answer" would make me think it's a threshold of answered calls in a day/interval that gets alerted on.  

When you start renaming and shuffling metric definitions, it causes confusion.  

Thanks for the clarification. Max Answer is the one that needs to be used to get the equivalent of "maximum time to answer" in the old system. Max answer looks for max of all the conversations within an interval and if max meets the condition then the alert gets triggered. And when the next interval starts and the condition is no longer met, alert will go back to normal. Interval = 30 minutes. From the above, it looks like either the alert was sending renotifications (assuming renotification frequency is set to every 15 minutes) since the max was still meeting the conditions or there's probably an issue. If you are noticing that the max selection isn't behaving as explained above, please log an incident and we'll look into it asap.

Max Wait definitely doesn't work like that. It triggers an alert every interval once the Max Wait has crossed the threshold for the day.  E.g. yesterday we hit over out max at 8:30 and at 8:45, 9:00, 9:15, 9:30 etc it triggered another alert even though we weren't holding calls.

I'll try the single conversation metric out, but that's not exactly what I'm looking for either, as Total Wait would include wait time in multiple queues if it's a transfer call. 

To be clear, I want to be able to set an alert that triggers whenever an interaction is holding in the queue is over ___ seconds/minutes.   

@Chad Blanton - If I am understanding correctly, "Single Conversation Total Wait" is the one that is needed for this scenario. That metric is available for conversation metric-based alert rules. That selection means that if any single conversation within that specific queue has a total wait time that meets the specified condition, then an alert will be triggered. Is this what you are looking for?

Additionally there are metrics like Max Answer and Max Wait - which allow for looking at all the conversations within that specific queue, in the current time interval and if the max values match the condition, then the alerts will be triggered. 

The documentation of the metrics and their definitions is here: Edit an alert rule - Genesys Cloud Resource Center (mypurecloud.com) (refer to the section "Agent, Queue and user presence metrics")

Thanks,

------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX

Original Message:
Sent: 06-14-2023 11:13
From: Chad Blanton
Subject: New Alert process - Maximum time to answer?

Is there not an option in the new interface to set an alert for a wait time threshold?  E.g., if a queue has a call holding more than ___ minutes, text me.

It's easily set up in the old interface, but don't see a maximum time to answer option in the new one.  Would be a horrendous oversight.

#Reporting/Analytics

------------------------------
Chad Blanton
North American Bancard
------------------------------

@Chad Blanton - If I am understanding correctly, "Single Conversation Total Wait" is the one that is needed for this scenario. That metric is available for conversation metric-based alert rules. That selection means that if any single conversation within that specific queue has a total wait time that meets the specified condition, then an alert will be triggered. Is this what you are looking for?

Additionally there are metrics like Max Answer and Max Wait - which allow for looking at all the conversations within that specific queue, in the current time interval and if the max values match the condition, then the alerts will be triggered. 

The documentation of the metrics and their definitions is here: Edit an alert rule - Genesys Cloud Resource Center (mypurecloud.com) (refer to the section "Agent, Queue and user presence metrics")

Thanks,

------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX

Original Message:
Sent: 06-14-2023 11:13
From: Chad Blanton
Subject: New Alert process - Maximum time to answer?

Is there not an option in the new interface to set an alert for a wait time threshold?  E.g., if a queue has a call holding more than ___ minutes, text me.

It's easily set up in the old interface, but don't see a maximum time to answer option in the new one.  Would be a horrendous oversight.

#Reporting/Analytics

------------------------------
Chad Blanton
North American Bancard
------------------------------

For reference, this is what I'm trying to duplicate from the old alert system

@Chad Blanton - If I am understanding correctly, "Single Conversation Total Wait" is the one that is needed for this scenario. That metric is available for conversation metric-based alert rules. That selection means that if any single conversation within that specific queue has a total wait time that meets the specified condition, then an alert will be triggered. Is this what you are looking for?

Additionally there are metrics like Max Answer and Max Wait - which allow for looking at all the conversations within that specific queue, in the current time interval and if the max values match the condition, then the alerts will be triggered. 

The documentation of the metrics and their definitions is here: Edit an alert rule - Genesys Cloud Resource Center (mypurecloud.com) (refer to the section "Agent, Queue and user presence metrics")

Thanks,

------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX

Original Message:
Sent: 06-14-2023 11:13
From: Chad Blanton
Subject: New Alert process - Maximum time to answer?

Is there not an option in the new interface to set an alert for a wait time threshold?  E.g., if a queue has a call holding more than ___ minutes, text me.

It's easily set up in the old interface, but don't see a maximum time to answer option in the new one.  Would be a horrendous oversight.

#Reporting/Analytics

------------------------------
Chad Blanton
North American Bancard
------------------------------

Recently,  I was told in another Genesys forum that I needed a change in my role/permissions to get to this data, but I am not sure that is correct.  Some of these metrics you are mentioning I am not seeing.    I can not get to Analytics and Conversation Aggregate.   How can I get to that?

How do I get to Analytics and Conversation Aggregate?

• Analytics > Conversation Aggregate > View
• Analytics > Conversation Detail > View
• Analytics > Data Export > All
• Directory > User > View
• Routing > Queue > Join or Routing > QueueMember > Manage (to activate and deactivate queue members)
• UI > Supervisor Agent Details > View 
• Groups > Team > View (to filter agent list by Work Team)
• One or more of the following permissions:
  • Conversation > Communication > View
  • Quality > Calibration > View
  • Quality > Evaluation > Add
  • Quality > Evaluation > Edit Score

For reference, this is what I'm trying to duplicate from the old alert system

@Chad Blanton - If I am understanding correctly, "Single Conversation Total Wait" is the one that is needed for this scenario. That metric is available for conversation metric-based alert rules. That selection means that if any single conversation within that specific queue has a total wait time that meets the specified condition, then an alert will be triggered. Is this what you are looking for?

Additionally there are metrics like Max Answer and Max Wait - which allow for looking at all the conversations within that specific queue, in the current time interval and if the max values match the condition, then the alerts will be triggered. 

The documentation of the metrics and their definitions is here: Edit an alert rule - Genesys Cloud Resource Center (mypurecloud.com) (refer to the section "Agent, Queue and user presence metrics")

Thanks,

------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX

Original Message:
Sent: 06-14-2023 11:13
From: Chad Blanton
Subject: New Alert process - Maximum time to answer?

Is there not an option in the new interface to set an alert for a wait time threshold?  E.g., if a queue has a call holding more than ___ minutes, text me.

It's easily set up in the old interface, but don't see a maximum time to answer option in the new one.  Would be a horrendous oversight.

#Reporting/Analytics

------------------------------
Chad Blanton
North American Bancard
------------------------------

Hi @Judith Jimenez  - to make sure I understand your question correctly, are you asking how to get to the permission "Analytics>Conversation Aggregate>View" permission? Permissions are managed from the Admin section of the application. If you have admin access, you can assign the permissions to your role (example below). 

Recently,  I was told in another Genesys forum that I needed a change in my role/permissions to get to this data, but I am not sure that is correct.  Some of these metrics you are mentioning I am not seeing.    I can not get to Analytics and Conversation Aggregate.   How can I get to that?

How do I get to Analytics and Conversation Aggregate?

• Analytics > Conversation Aggregate > View
• Analytics > Conversation Detail > View
• Analytics > Data Export > All
• Directory > User > View
• Routing > Queue > Join or Routing > QueueMember > Manage (to activate and deactivate queue members)
• UI > Supervisor Agent Details > View 
• Groups > Team > View (to filter agent list by Work Team)
• One or more of the following permissions:
  • Conversation > Communication > View
  • Quality > Calibration > View
  • Quality > Evaluation > Add
  • Quality > Evaluation > Edit Score

For reference, this is what I'm trying to duplicate from the old alert system

@Chad Blanton - If I am understanding correctly, "Single Conversation Total Wait" is the one that is needed for this scenario. That metric is available for conversation metric-based alert rules. That selection means that if any single conversation within that specific queue has a total wait time that meets the specified condition, then an alert will be triggered. Is this what you are looking for?

Additionally there are metrics like Max Answer and Max Wait - which allow for looking at all the conversations within that specific queue, in the current time interval and if the max values match the condition, then the alerts will be triggered. 

The documentation of the metrics and their definitions is here: Edit an alert rule - Genesys Cloud Resource Center (mypurecloud.com) (refer to the section "Agent, Queue and user presence metrics")

Thanks,

------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX

Original Message:
Sent: 06-14-2023 11:13
From: Chad Blanton
Subject: New Alert process - Maximum time to answer?

Is there not an option in the new interface to set an alert for a wait time threshold?  E.g., if a queue has a call holding more than ___ minutes, text me.

It's easily set up in the old interface, but don't see a maximum time to answer option in the new one.  Would be a horrendous oversight.

#Reporting/Analytics

------------------------------
Chad Blanton
North American Bancard
------------------------------