I set up a skill exception under the Time call has waited in queue. For some reason it only triggers the exception once within the interval (30 minutes)
I found the following description on Skill/Time call has waited:-
This is the total acceptable time any call in queue remains unanswered before an occurrence is counted against the threshold limit. When a call in queue exceeds the threshold, you are notified. This exception cannot trigger more than once within an interval.
My question is why can this only trigger once in an interval?. Where the Skill exception Number calls waiting will continually trigger throughout the interval. We are using this on a wallboard and what to use audio to alert agents calls are queuing.
I found the following description on Skill/Time call has waited:-
This is the total acceptable time any call in queue remains unanswered before an occurrence is counted against the threshold limit. When a call in queue exceeds the threshold, you are notified. This exception cannot trigger more than once within an interval.
My question is why can this only trigger once in an interval?. Where the Skill exception Number calls waiting will continually trigger throughout the interval. We are using this on a wallboard and what to use audio to alert agents calls are queuing.