A place to ask questions, connect with others, and stay in the know
I have a data action that queries the number of agents on queue with skill. There is a decision following it looking to see if the returned array of agent ID's is not set. If set it does a Count(Flow.AgentID)>0, then it queries a data table where we have queue to cellphone number table. We get the cell number and send an SMS outbound via Twillio. Some supervisors would like us to setup an email instead. It really should trigger an ops genie process or an outbound campaign to contact the on call or on duty manager, but we haven't gone there yet. I'm more than happy to share the process with you directly if you like.
We are 24/7 too and have some skills that don't have the best coverage as they are for older products. We have all skills matching setup for these over night queues since we are a medical device company and require agents to be fully trained on the skill in order to support the specific product. I'm also logging this data to partcipant data as well so we can graph it in PowerBI as it helps to shed light on the problem when needed.
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.