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  • 1.  Salesforce Agent Hold Timer

    Posted 10-19-2022 10:21
    No replies, thread closed.
    Hi,

    Bit if a specific one here, be interested in hearing from other people....

    I have a client who is using the Salesforce Integration client. Part of their CX standard is for the agent to not leave a customer on hold for more than 2 minutes, so having the hold timer available and visible is vital.

    So far, so good. The problem is, when an Agent initiates a Consult Transfer, the customer is put on hold, but there is no timer visible and we cannot figure out how to add it. Currently looking at issuing agents with an egg-timer! :-D 

    Thoughts?
    #Integrations
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Paul Simpson
    ------------------------------


  • 2.  RE: Salesforce Agent Hold Timer

    Posted 10-19-2022 11:00
    No replies, thread closed.
    Hi Paul,

    Within the Salesforce Call Center config inside the Genesys managed package settings are options for you to control 3 items: what is displayed in the panel during a call (like IVR pathway info), what buttons exist (hide the manual record button etc), or what system-stats are shown such as hold timer. By default, hold time is not shown, but you mostly just have to arrow it over within the config and have reps refresh or sign out/in.

    https://help.mypurecloud.com/articles/customize-interaction-details/

    Add 'Interaction.HoldTime' to the list, then arrow it over to the right.

    ------------------------------
    Brad Murlin
    Zillow, Inc.
    ------------------------------

    Original Message


  • 3.  RE: Salesforce Agent Hold Timer

    Posted 10-19-2022 12:22
    No replies, thread closed.
    Thanks, Brad.

    The problem is that it doesn't show when the hold is instigated by starting a Consult Transfer - only if it's the agent doing it manually.

    I'll do some more digging, but if anyone has any thoughts... :-D

    ------------------------------
    Paul Simpson
    ------------------------------

    Original Message


  • 4.  RE: Salesforce Agent Hold Timer

    Posted 10-19-2022 12:48
    No replies, thread closed.

    I missed that detail!

    It sounds to me like a bug/poor design, there aren't any other params to add to the display. How does it translate across in the UI if a rep puts a call on hold and starts a second call, instead of a consult transfer, and then drags and drops the calls together for the merge when ready?



    ------------------------------
    Brad Murlin
    Zillow, Inc.
    ------------------------------

    Original Message


  • 5.  RE: Salesforce Agent Hold Timer

    Posted 10-19-2022 13:02
    Edited by Paul Simpson 10-19-2022 13:03
    No replies, thread closed.
    Interesting thought!

    We will have to give that one a try - although I would imagine that will work since it's a manual hold ;-)

    I suspect the issue is with a trigger in the UI :-o

    ------------------------------
    Paul Simpson
    ------------------------------

    Original Message


  • 6.  RE: Salesforce Agent Hold Timer

    Posted 05-01-2023 14:21
    Edited by John Codispoti 05-01-2023 16:30
    No replies, thread closed.

    Hi,

    Cancel my request. We figured it out.



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