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  • 1.  Call Hold Alert for Agents

    Posted 28 days ago

    An alert/ring/pop-up for agents when they have a caller on-hold after certain duration ( for example - 2 mins) would be a great feature with the new UI. I wish Genesys would provide this feature. 



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    Lalit Gupta
    Consultant
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  • 2.  RE: Call Hold Alert for Agents

    Posted 28 days ago

    Hi Lalit, this is something you might be able to achieve within an agent script if you're using those.



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    Vaun McCarthy
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    Original Message


  • 3.  RE: Call Hold Alert for Agents

    Posted 27 days ago

    Hi Varun,

    Unfortunately, we don't have anything like that in agent script



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    Lalit Gupta
    Consultant
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    Original Message


  • 4.  RE: Call Hold Alert for Agents

    Posted 27 days ago

    I know I've done similar based on call duration in a script before, but I'm only guessing whether or not you'd be able to be able to pull hold duration somehow in a script to do the same type of thing.  If it's critical enough you might be able to see if an appfoundry product can do it.



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    Vaun McCarthy
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    Original Message


  • 5.  RE: Call Hold Alert for Agents

    Posted 27 days ago

    I will check on that, thank you so much for your recommendation.



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    Lalit Gupta
    Consultant
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    Original Message


  • 6.  RE: Call Hold Alert for Agents

    Posted 26 days ago

    Have you considered allowing the agents to setup alerts or having a supervisor setup an alert? It'd look something like this. Single conversation total hold exceeds 120 secs then the designated user can get an in app pop along with an sms and/or email if you wanted. You could also setup work teams or queues so you don't have to use individual agents. Some things that could be clunky. If the agent continues to put the caller on hold repeatedly then all the hold segments added up would also trigger this alert.  There isn't an alert option for single call segment metrics this is total hold for a single conversation. but I think it could work really well in most cases and it'd be easy to setup as it's out of the box.



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    Steve Alix
    EDCi
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    Original Message


  • 7.  RE: Call Hold Alert for Agents

    Posted 26 days ago

    We would love this too, as it was a feature in the platform we used before migrating to GenCloud. Our associates ask about this on a weekly basis!



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    Stephanie Drinkard Molon
    Project Manager - Application Training
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    Original Message


  • 8.  RE: Call Hold Alert for Agents

    Posted 26 days ago

    https://help.mypurecloud.com/articles/create-alert-rule/ should get you most of the way there. Give you that in app pop when a single call hold reaches a certain time limit. 



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    Steve Alix
    EDCi
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    Original Message


  • 9.  RE: Call Hold Alert for Agents

    Posted 26 days ago

    Thanks Steve, I am trying to understand what the Hold metric does in Alert Rule, since it's not alerting me when hold time exceeds. 

    The Single conversation total hold works notification works when I get a inbound call and put the call on hold, 

    but I have to test will it work when transferring a call to a diff. queue, BUT it would also invoke when agent is consulting with a supervisor and customer is on hold for a purpose for a longer duration.

    Thanks for the suggestion



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    Lalit Gupta
    Consultant
    ------------------------------

    Original Message


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