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  • 1.  Real-time detection of agents with long talk and hold times

    Posted 04-12-2023 21:58
    No replies, thread closed.

    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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  • 2.  RE: Real-time detection of agents with long talk and hold times

    Posted 04-23-2023 19:04
    No replies, thread closed.

    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.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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