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  • 1.  Real-Time Alerting: "Waiting" Metric

    Posted 03-15-2024 09:28
    No replies, thread closed.

    When setting up 2 alerts, for a specific queue conversation metric, I created 1 for Voice calls "Waiting" in queue > 60 seconds and another for Callbacks "Waiting" in queue >60 seconds. I found that neither "Waiting" alerts work and I have to use the "Total Wait" instead. Can someone explain the difference between Total Wait vs. Waiting and a use case for "Waiting"?


    #Unsure/Other

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    Nicki Dehn
    AAA Club Alliance
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  • 2.  RE: Real-Time Alerting: "Waiting" Metric
    Best Answer

    Posted 03-16-2024 21:47
    No replies, thread closed.

    Total Wait is total wait of time interactions in the queue, within an interval and Waiting is the total number of waiting conversations in the queue.  For more definitions, check here:  Real time agent, queue, and presence metrics - Genesys Cloud Resource Center (mypurecloud.com)



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Real-Time Alerting: "Waiting" Metric

    Posted 03-18-2024 08:29
    No replies, thread closed.

    Thank you Robert. I appreciate the help and the resource.



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    Nicki Dehn
    AAA Club Alliance
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    Original Message


  • 4.  RE: Real-Time Alerting: "Waiting" Metric

    Posted 03-19-2024 07:54
    No replies, thread closed.

    You probably want to use "Single conversation total wait" to get an alert when one interactions goes over the threshold.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


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