Genesys Cloud - Main

Is there a way to have a real time alerts for calls waiting in queue, that are waiting longer than 30 seconds? The new "Waiting" alert doesn't seem to have that option. Everything I've tried is after the call was answered or abandoned. Thanks in advance. 

Brian 

Is there a "select all" to delete alerts? I went on vacation and came back to 156 pages of alerts. I don't have time to delete all of them. 

Is there a way to have a real time alerts for calls waiting in queue, that are waiting longer than 30 seconds? The new "Waiting" alert doesn't seem to have that option. Everything I've tried is after the call was answered or abandoned. Thanks in advance. 

Brian 

We are working on this feature. The corresponding idea is here - https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1462. 

Is there a "select all" to delete alerts? I went on vacation and came back to 156 pages of alerts. I don't have time to delete all of them. 

Is there a way to have a real time alerts for calls waiting in queue, that are waiting longer than 30 seconds? The new "Waiting" alert doesn't seem to have that option. Everything I've tried is after the call was answered or abandoned. Thanks in advance. 

Brian 

Is there a way to have a real time alerts for calls waiting in queue, that are waiting longer than 30 seconds? The new "Waiting" alert doesn't seem to have that option. Everything I've tried is after the call was answered or abandoned. Thanks in advance. 

Brian 

@Brian StAntoine  - "Single Conversation Total wait" would work if you need to set-up an alert rule based on any conversation's wait time threshold in a specific queue.

Real time Agent, Queue, and User presence metrics - Genesys Cloud Resource Center (mypurecloud.com)

Is there a way to have a real time alerts for calls waiting in queue, that are waiting longer than 30 seconds? The new "Waiting" alert doesn't seem to have that option. Everything I've tried is after the call was answered or abandoned. Thanks in advance. 

Brian 

I tried to find "Single Conversation Total wait" in the dropdown but I only see "Total Wait".

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Brian StAntoine
Regents of the University of Michigan

Original Message:
Sent: 06-29-2023 14:40
From: Nikhil Ponnam
Subject: Alerts

@Brian StAntoine  - "Single Conversation Total wait" would work if you need to set-up an alert rule based on any conversation's wait time threshold in a specific queue.

Real time Agent, Queue, and User presence metrics - Genesys Cloud Resource Center (mypurecloud.com)

------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX

Original Message:
Sent: 06-27-2023 17:10
From: Brian StAntoine
Subject: Alerts

Is there a way to have a real time alerts for calls waiting in queue, that are waiting longer than 30 seconds? The new "Waiting" alert doesn't seem to have that option. Everything I've tried is after the call was answered or abandoned. Thanks in advance. 

Brian 

#Unsure/Other

------------------------------
Brian StAntoine
Regents of the University of Michigan
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I tried to find "Single Conversation Total wait" in the dropdown but I only see "Total Wait".

@Brian StAntoine  - "Single Conversation Total wait" would work if you need to set-up an alert rule based on any conversation's wait time threshold in a specific queue.

Real time Agent, Queue, and User presence metrics - Genesys Cloud Resource Center (mypurecloud.com)

Is there a way to have a real time alerts for calls waiting in queue, that are waiting longer than 30 seconds? The new "Waiting" alert doesn't seem to have that option. Everything I've tried is after the call was answered or abandoned. Thanks in advance. 

Brian 

@Brian StAntoine - multiple conditions aren't allowed when you are using single conversation-based metrics and since you already have multiple conditions in the rule, the single conversation total wait isn't showing up. Can you try by defining a new rule?

As @Abrar Zarifi mentioned, total wait is applicable when you want alerts based on total value across all the interactions within an interval (30 minutes interval). It looks like you want an alert when any conversation waits longer than 30 seconds, in which case, single conversation total wait would be the one to use. 

I tried to find "Single Conversation Total wait" in the dropdown but I only see "Total Wait".

@Brian StAntoine  - "Single Conversation Total wait" would work if you need to set-up an alert rule based on any conversation's wait time threshold in a specific queue.

Real time Agent, Queue, and User presence metrics - Genesys Cloud Resource Center (mypurecloud.com)

Is there a way to have a real time alerts for calls waiting in queue, that are waiting longer than 30 seconds? The new "Waiting" alert doesn't seem to have that option. Everything I've tried is after the call was answered or abandoned. Thanks in advance. 

Brian 

Sorry to revive an old thread, but I am having an issue setting up an alert for if a Work Team has a call waiting for more than 30 seconds. 

I used Conversation Rule metric, Type "or" (though I tried "and" just to see but there are not different results). 

Work Team - Work Team Name - Voice - Single Conversation Total Wait is not an option in the drop down. I have several other Single Conversation Total measures, but not wait. 

@Brian StAntoine - multiple conditions aren't allowed when you are using single conversation-based metrics and since you already have multiple conditions in the rule, the single conversation total wait isn't showing up. Can you try by defining a new rule?

As @Abrar Zarifi mentioned, total wait is applicable when you want alerts based on total value across all the interactions within an interval (30 minutes interval). It looks like you want an alert when any conversation waits longer than 30 seconds, in which case, single conversation total wait would be the one to use. 

I tried to find "Single Conversation Total wait" in the dropdown but I only see "Total Wait".

@Brian StAntoine  - "Single Conversation Total wait" would work if you need to set-up an alert rule based on any conversation's wait time threshold in a specific queue.

Real time Agent, Queue, and User presence metrics - Genesys Cloud Resource Center (mypurecloud.com)

Is there a way to have a real time alerts for calls waiting in queue, that are waiting longer than 30 seconds? The new "Waiting" alert doesn't seem to have that option. Everything I've tried is after the call was answered or abandoned. Thanks in advance. 

Brian 

Shoot, so that is only available by Queue. That is less than efficient 

Sorry to revive an old thread, but I am having an issue setting up an alert for if a Work Team has a call waiting for more than 30 seconds. 

I used Conversation Rule metric, Type "or" (though I tried "and" just to see but there are not different results). 

Work Team - Work Team Name - Voice - Single Conversation Total Wait is not an option in the drop down. I have several other Single Conversation Total measures, but not wait. 

@Brian StAntoine - multiple conditions aren't allowed when you are using single conversation-based metrics and since you already have multiple conditions in the rule, the single conversation total wait isn't showing up. Can you try by defining a new rule?

As @Abrar Zarifi mentioned, total wait is applicable when you want alerts based on total value across all the interactions within an interval (30 minutes interval). It looks like you want an alert when any conversation waits longer than 30 seconds, in which case, single conversation total wait would be the one to use. 

I tried to find "Single Conversation Total wait" in the dropdown but I only see "Total Wait".

@Brian StAntoine  - "Single Conversation Total wait" would work if you need to set-up an alert rule based on any conversation's wait time threshold in a specific queue.

Real time Agent, Queue, and User presence metrics - Genesys Cloud Resource Center (mypurecloud.com)

Is there a way to have a real time alerts for calls waiting in queue, that are waiting longer than 30 seconds? The new "Waiting" alert doesn't seem to have that option. Everything I've tried is after the call was answered or abandoned. Thanks in advance. 

Brian