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Genesys Long Conversation
Sometimes conversations get "stuck" in the system and do not end. Adding a threshold will trigger an alarm which will identify the conversation record. This will enable investigation and resolution of the problem.
The Genesys Long Conversation threshold is triggered when a conversation is greater than or equal to the value set (minutes) in the criteria.
If adding more than one with different time periods then ensure the Threshold name is unique.
Genesys Short Conversation
Short conversations can be caused by voice quality issues like one-way speech, or other technical issues like the agent's desktop application becoming unresponsive.
The Genesys Short Conversation threshold is triggered when a conversation is equal to or less than the value set (seconds) in the criteria.
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