Those alerts in the dashboards should be registering those thresholds in real-time. I know the old alerting engine had issues with not going off each time it was met, but that should not have affected the dashboard alerts. There is a new dashboard beta out there you might look at to see if you get better results. Otherwise, I would suggest opening a ticket and there is not a lot of troubleshooting data around the dashboards.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 04-12-2023 21:57
From: OGATA HIKARU
Subject: Real-time detection of agents with long talk and hold times
I set the dashboard to display graphs of the longest talk time and longest hold time and warn when the threshold is exceeded.
However, it doesn't appear in real time and appears to be reflected after the call ends.
Is there a way to detect during a call?
#Telephony
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OGATA HIKARU
NEC Corporation
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