Is there any way to get "real-time" alerting for calls waiting in queue that hit a particular threshold?

For example, call waiting in queue hits 30 seconds and immediately notifies the desired users via in-app, email, and/or sms notification.

I know Dashboards can alert you on this sort of thing once the call has been answered or disconnects, but I'm looking for real-time alerting, like we had with PureConnect.

If this doesn't in exist in Genesys Cloud (we're in FedRAMP), when can we expect it to be implemented?

Thanks!

#Reporting/Analytics

------------------------------
R. Brandon Weaver
Science Applications International Corporation (SAIC)
------------------------------

Hi Brandon,

You can do that with Alert Rules

You could create a queue alert for when Interactions waiting is greater than your threshold or using the "Single conversation total wait" is greater than your threshold if you want it based on time in queue.

You can also choose whether is sends an SMS, Email or in-app pop up notification or any combination of the three and also choose which users it is sending them to.

I am also going to move this question to the Reporting & Analytics Community

Is there any way to get "real-time" alerting for calls waiting in queue that hit a particular threshold?

For example, call waiting in queue hits 30 seconds and immediately notifies the desired users via in-app, email, and/or sms notification.

I know Dashboards can alert you on this sort of thing once the call has been answered or disconnects, but I'm looking for real-time alerting, like we had with PureConnect.

If this doesn't in exist in Genesys Cloud (we're in FedRAMP), when can we expect it to be implemented?

Thanks!

#Reporting/Analytics

------------------------------
R. Brandon Weaver
Science Applications International Corporation (SAIC)
------------------------------

Thanks! I totally missed this.

Hi Brandon,

You can do that with Alert Rules

You could create a queue alert for when Interactions waiting is greater than your threshold or using the "Single conversation total wait" is greater than your threshold if you want it based on time in queue.

You can also choose whether is sends an SMS, Email or in-app pop up notification or any combination of the three and also choose which users it is sending them to.

I am also going to move this question to the Reporting & Analytics Community

Is there any way to get "real-time" alerting for calls waiting in queue that hit a particular threshold?

For example, call waiting in queue hits 30 seconds and immediately notifies the desired users via in-app, email, and/or sms notification.

I know Dashboards can alert you on this sort of thing once the call has been answered or disconnects, but I'm looking for real-time alerting, like we had with PureConnect.

If this doesn't in exist in Genesys Cloud (we're in FedRAMP), when can we expect it to be implemented?

Thanks!

#Reporting/Analytics

------------------------------
R. Brandon Weaver
Science Applications International Corporation (SAIC)
------------------------------

Its funny you should say that, I was planning on doing a video about Alerts and Alert Rules very soon and this has re-affirmed it would probably be a good idea to do it :D

Thanks! I totally missed this.

Hi Brandon,

You can do that with Alert Rules

You could create a queue alert for when Interactions waiting is greater than your threshold or using the "Single conversation total wait" is greater than your threshold if you want it based on time in queue.

You can also choose whether is sends an SMS, Email or in-app pop up notification or any combination of the three and also choose which users it is sending them to.

I am also going to move this question to the Reporting & Analytics Community

Is there any way to get "real-time" alerting for calls waiting in queue that hit a particular threshold?

For example, call waiting in queue hits 30 seconds and immediately notifies the desired users via in-app, email, and/or sms notification.

I know Dashboards can alert you on this sort of thing once the call has been answered or disconnects, but I'm looking for real-time alerting, like we had with PureConnect.

If this doesn't in exist in Genesys Cloud (we're in FedRAMP), when can we expect it to be implemented?

Thanks!

#Reporting/Analytics

------------------------------
R. Brandon Weaver
Science Applications International Corporation (SAIC)
------------------------------

Hi Brandon,

You can do that with Alert Rules

You could create a queue alert for when Interactions waiting is greater than your threshold or using the "Single conversation total wait" is greater than your threshold if you want it based on time in queue.

You can also choose whether is sends an SMS, Email or in-app pop up notification or any combination of the three and also choose which users it is sending them to.

I am also going to move this question to the Reporting & Analytics Community

Is there any way to get "real-time" alerting for calls waiting in queue that hit a particular threshold?

For example, call waiting in queue hits 30 seconds and immediately notifies the desired users via in-app, email, and/or sms notification.

I know Dashboards can alert you on this sort of thing once the call has been answered or disconnects, but I'm looking for real-time alerting, like we had with PureConnect.

If this doesn't in exist in Genesys Cloud (we're in FedRAMP), when can we expect it to be implemented?

Thanks!

#Reporting/Analytics

------------------------------
R. Brandon Weaver
Science Applications International Corporation (SAIC)
------------------------------

Hi Brandon,

You can do that with Alert Rules

You could create a queue alert for when Interactions waiting is greater than your threshold or using the "Single conversation total wait" is greater than your threshold if you want it based on time in queue.

You can also choose whether is sends an SMS, Email or in-app pop up notification or any combination of the three and also choose which users it is sending them to.

I am also going to move this question to the Reporting & Analytics Community

Is there any way to get "real-time" alerting for calls waiting in queue that hit a particular threshold?

For example, call waiting in queue hits 30 seconds and immediately notifies the desired users via in-app, email, and/or sms notification.

I know Dashboards can alert you on this sort of thing once the call has been answered or disconnects, but I'm looking for real-time alerting, like we had with PureConnect.

If this doesn't in exist in Genesys Cloud (we're in FedRAMP), when can we expect it to be implemented?

Thanks!

#Reporting/Analytics

------------------------------
R. Brandon Weaver
Science Applications International Corporation (SAIC)
------------------------------

Hi, Sam! Thanks for a great video, enjoyed much how you explained the functionality in such an simple way and such a short time! 

I;ve been exploring this functionality and trying to understand if I can help our business in the two following scenarios:

As an intraday specialist I want to be able to receive alerts about interaction waiting longer than 3 minutes in a certain queue and a certain language, because in my country we handle interactions in four languages but only Italian has very little coverage by agents;

As a team leader/supervisor I want to be able to receive alerts about agents from my workteam having ACW longer than 15 minutes, because it happens when their customer case is needing validation/authorisation and I want to support them, especially if they are new in the role.

What kind of settings can I use to bring these two scenarios to life? :)
Thanks again!

Hi Brandon,

You can do that with Alert Rules

You could create a queue alert for when Interactions waiting is greater than your threshold or using the "Single conversation total wait" is greater than your threshold if you want it based on time in queue.

You can also choose whether is sends an SMS, Email or in-app pop up notification or any combination of the three and also choose which users it is sending them to.

I am also going to move this question to the Reporting & Analytics Community

Is there any way to get "real-time" alerting for calls waiting in queue that hit a particular threshold?

For example, call waiting in queue hits 30 seconds and immediately notifies the desired users via in-app, email, and/or sms notification.

I know Dashboards can alert you on this sort of thing once the call has been answered or disconnects, but I'm looking for real-time alerting, like we had with PureConnect.

If this doesn't in exist in Genesys Cloud (we're in FedRAMP), when can we expect it to be implemented?

Thanks!

#Reporting/Analytics

------------------------------
R. Brandon Weaver
Science Applications International Corporation (SAIC)
------------------------------

Hi Kate

Unfortunately there isn't a way to filter based on the queue wait + language or skill currently. But this seems like a valid concept to want these alerts, so I would recommend adding this to the ideas lab: Genesys Cloud Product Ideas Lab. Potentially you could get creative, but would need to add another queue for the Italian language that if an interaction waits for more than 3 minutes it flows out to the new queue and have an instant alert as soon as any interactions are waiting...or something similar.

Your second scenario can work though with the following setup:

I hope that helps and let us know if you do raise an idea for your first scenario and we can link it here for others to see/find if looking for the same functionality.

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

Original Message:
Sent: 04-01-2025 14:54
From: Ekaterina Kononova
Subject: Real-time alerting for calls waiting in queue

Hi, Sam! Thanks for a great video, enjoyed much how you explained the functionality in such an simple way and such a short time! 

I;ve been exploring this functionality and trying to understand if I can help our business in the two following scenarios:

As an intraday specialist I want to be able to receive alerts about interaction waiting longer than 3 minutes in a certain queue and a certain language, because in my country we handle interactions in four languages but only Italian has very little coverage by agents;

As a team leader/supervisor I want to be able to receive alerts about agents from my workteam having ACW longer than 15 minutes, because it happens when their customer case is needing validation/authorisation and I want to support them, especially if they are new in the role.

What kind of settings can I use to bring these two scenarios to life? :)
Thanks again!

------------------------------
Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden

Original Message:
Sent: 03-21-2025 11:17
From: Samuel Jillard
Subject: Real-time alerting for calls waiting in queue

Hi Brandon,

You can do that with Alert Rules

You could create a queue alert for when Interactions waiting is greater than your threshold or using the "Single conversation total wait" is greater than your threshold if you want it based on time in queue.

You can also choose whether is sends an SMS, Email or in-app pop up notification or any combination of the three and also choose which users it is sending them to.

I am also going to move this question to the Reporting & Analytics Community

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

Original Message:
Sent: 03-21-2025 11:03
From: Brandon Weaver
Subject: Real-time alerting for calls waiting in queue

Is there any way to get "real-time" alerting for calls waiting in queue that hit a particular threshold?

For example, call waiting in queue hits 30 seconds and immediately notifies the desired users via in-app, email, and/or sms notification.

I know Dashboards can alert you on this sort of thing once the call has been answered or disconnects, but I'm looking for real-time alerting, like we had with PureConnect.

If this doesn't in exist in Genesys Cloud (we're in FedRAMP), when can we expect it to be implemented?

Thanks!

#Reporting/Analytics

------------------------------
R. Brandon Weaver
Science Applications International Corporation (SAIC)
------------------------------

Is there any way to get "real-time" alerting for calls waiting in queue that hit a particular threshold?

For example, call waiting in queue hits 30 seconds and immediately notifies the desired users via in-app, email, and/or sms notification.

I know Dashboards can alert you on this sort of thing once the call has been answered or disconnects, but I'm looking for real-time alerting, like we had with PureConnect.

If this doesn't in exist in Genesys Cloud (we're in FedRAMP), when can we expect it to be implemented?

Thanks!

#Reporting/Analytics

------------------------------
R. Brandon Weaver
Science Applications International Corporation (SAIC)
------------------------------

Hey Brandon! 

Sam gives a demo about this very topic in the newest Genesys Cloud Q&A Show - check it out here, demo starts at 5:41min.

Is there any way to get "real-time" alerting for calls waiting in queue that hit a particular threshold?

For example, call waiting in queue hits 30 seconds and immediately notifies the desired users via in-app, email, and/or sms notification.

I know Dashboards can alert you on this sort of thing once the call has been answered or disconnects, but I'm looking for real-time alerting, like we had with PureConnect.

If this doesn't in exist in Genesys Cloud (we're in FedRAMP), when can we expect it to be implemented?

Thanks!

#Reporting/Analytics

------------------------------
R. Brandon Weaver
Science Applications International Corporation (SAIC)
------------------------------