You probably want to use "Single conversation total wait" to get an alert when one interactions goes over the threshold.
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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Original Message:
Sent: 03-18-2024 08:29
From: Nicole Dehn
Subject: Real-Time Alerting: "Waiting" Metric
Thank you Robert. I appreciate the help and the resource.
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Nicki Dehn
AAA Club Alliance
Original Message:
Sent: 03-16-2024 21:46
From: Robert Wakefield-Carl
Subject: Real-Time Alerting: "Waiting" Metric
Total Wait is total wait of time interactions in the queue, within an interval and Waiting is the total number of waiting conversations in the queue. For more definitions, check here: Real time agent, queue, and presence metrics - Genesys Cloud Resource Center (mypurecloud.com)
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 03-15-2024 09:27
From: Nicole Dehn
Subject: Real-Time Alerting: "Waiting" Metric
When setting up 2 alerts, for a specific queue conversation metric, I created 1 for Voice calls "Waiting" in queue > 60 seconds and another for Callbacks "Waiting" in queue >60 seconds. I found that neither "Waiting" alerts work and I have to use the "Total Wait" instead. Can someone explain the difference between Total Wait vs. Waiting and a use case for "Waiting"?
#Unsure/Other
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Nicki Dehn
AAA Club Alliance
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