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What do the timers in an interaction mean?

Interactions can have three timers:

  • The incoming interaction alert notification, in the Conversation roster, features a timer that shows the amount of time that the interaction has been in the queue. The blue bar at the top of the interaction alert is a visual indicator of the time remaining until Genesys Cloud marks you as .
  • After you answer an interaction, the timer to the lower right of the interaction card displays the duration of the interaction’s current state. For example, interacting, hold, or .
    Note: If your admin has configured a , this timer displays the remaining time during .
  • Above the interaction window, to the right of the contact and channel information Genesys Cloud displays the duration of the selected interaction.