QueueMetrics > Realtime Live

Attention Levels and Alarms

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tonils:
I have had this raised with me by one of our customers. It appears that if you set an attention level for a queue for call wait duration, when the call is answered the alarm continues to play on each reload. I understand why this is happening as there is a call being displayed that had a wait time of more than the attention level.

My customer points out that once the call is answered, he can do nothing about reducing the wait time. The alarm has done its job and alerted him to the fact that there is a call waiting. Once the call is answered, he would like the alarm to stop as it continues throughout the remainder of the call.

Have we understood this correctly? Is there anything we / you can do to address this?

QueueMetrics:
See this config property:

realtime.waitAlarmOnLiveCalls   

Decide whether to check for alarms on the wait time of ongoing conversations.

Set it to false.

tonils:
Many thanks

QueueMetrics:
Is it working now?

tonils:
Yes, works as advertised - client is happy.

Many thanks again

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