Genesys Cloud - Main

Anybody knows, why we can't setup less than 7 second in "Alerting Level"?


#Unsure/Other

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Juliano Montagner
Interaxa Brasil
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Hi Juliano

When looking at the alerting timeout, you need to take into account any network latency, agent response time for the initial alert, and the performance of the workstation/environment the agent is using.  Much less than 7 seconds and you may find you get an increase in "not responding" statuses that may be completely out of the agent's hands.

While it may be set to 7 seconds, in the real world that may result in only 4-5 seconds that the agent actually sees/hears that alert, then they'd need a second or two to respond.  So you need to find the balance in your environment.  Guessing Genesys opted for 7 seconds as a balance.

If you need something much less than that, you might want to also see if auto answer is an option for you.

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Vaun McCarthy
NTT New Zealand Limited
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Original Message:
Sent: 03-27-2021 19:43
From: Juliano Montagner
Subject: Why we can't setup less than 7 second in "Alerting Timeout"?

Anybody knows, why we can't setup less than 7 second in "Alerting Level"?

#Unsure/Other

------------------------------
Juliano Montagner
Interaxa Brasil
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I agree with Vaun.  When you alert to an agent, you need to give them the time to respond.  Agents come in many different ages and experience levels so we need to be understanding that some people will need the 7+ seconds to mentally switch gears to the new interaction.

@Vaun McCarthy and @Nathan Smith, thank you for quickly answer, in fact we have "Auto Answer" enabled. But it was not clear to us why we can't setup to "0".

Now it is make sense.​

Thank you again.​

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Juliano Montagner
Interaxa Brasil
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Original Message:
Sent: 03-27-2021 23:08
From: Vaun McCarthy
Subject: Why we can't setup less than 7 second in "Alerting Timeout"?

Hi Juliano

When looking at the alerting timeout, you need to take into account any network latency, agent response time for the initial alert, and the performance of the workstation/environment the agent is using.  Much less than 7 seconds and you may find you get an increase in "not responding" statuses that may be completely out of the agent's hands.

While it may be set to 7 seconds, in the real world that may result in only 4-5 seconds that the agent actually sees/hears that alert, then they'd need a second or two to respond.  So you need to find the balance in your environment.  Guessing Genesys opted for 7 seconds as a balance.

If you need something much less than that, you might want to also see if auto answer is an option for you.

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Original Message:
Sent: 03-27-2021 19:43
From: Juliano Montagner
Subject: Why we can't setup less than 7 second in "Alerting Timeout"?

Anybody knows, why we can't setup less than 7 second in "Alerting Level"?

#Unsure/Other

------------------------------
Juliano Montagner
Interaxa Brasil
------------------------------