Daisy | 2020-02-07 17:02:20 UTC | #1
Hi,
I have a question regarding Alerting rules for Agents. If a customer is waiting in queue for over than 5 minutes, I would like to send an email to a group of agents that there is an interaction waiting in queue. I've set up an agent rule, and followed the steps, but alert was sent after the interaction ended (just like I've read in the documentation When configured alerts reach the threshold and activate, the alert notification (email or SMS) is not sent until after the interaction disconnects.) Is there a way to notify an agent while the customer is on queue? Also, how do I send an email message with a canned response.
Thank you!
Daisy | 2020-02-10 18:58:12 UTC | #2
Hi
Can anyone please advise on this?
Thank you
system | 2020-03-12 18:58:12 UTC | #3
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