Hi ,

specifically for email interactions , there are some agents who are taking very long to respond (upto 40 minutes) on email interactions . Utilization set for agents is in such a way that emails cannot be interrupted by any other channel such as voice , chat .. this is leading to agents taking too long on emails  , impacting the overall sla.

Do we have a way where i can set a threshold on the time taken by an agent to respond to say 15 minutes , or send an alert to the supervisor / end the interaction with a default wrap up if it crosses 15 minutes .

Regards

Garima.

The new alerting engine will allow for this.  You can set total talk for a single interaction in the queue and alert via SMS or Email to anyone listed:

Hi ,

specifically for email interactions , there are some agents who are taking very long to respond (upto 40 minutes) on email interactions . Utilization set for agents is in such a way that emails cannot be interrupted by any other channel such as voice , chat .. this is leading to agents taking too long on emails  , impacting the overall sla.

Do we have a way where i can set a threshold on the time taken by an agent to respond to say 15 minutes , or send an alert to the supervisor / end the interaction with a default wrap up if it crosses 15 minutes .

Regards

Garima.

Thanks Robert ,

that option was exactly what i was looking for .
However , i dont see it yet in Genesys Cloud . Is the feature in beta/roadmap?


Regards
Garima.

The new alerting engine will allow for this.  You can set total talk for a single interaction in the queue and alert via SMS or Email to anyone listed:

Hi ,

specifically for email interactions , there are some agents who are taking very long to respond (upto 40 minutes) on email interactions . Utilization set for agents is in such a way that emails cannot be interrupted by any other channel such as voice , chat .. this is leading to agents taking too long on emails  , impacting the overall sla.

Do we have a way where i can set a threshold on the time taken by an agent to respond to say 15 minutes , or send an alert to the supervisor / end the interaction with a default wrap up if it crosses 15 minutes .

Regards

Garima.