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Genesys automated alerts do not contain customer telephone number details which makes timely follow up challenging

  • 1.  Genesys automated alerts do not contain customer telephone number details which makes timely follow up challenging

    Posted 03-18-2021 05:31
    We have implemented some Genesys alerts for our team to help us identify when customers are waiting on the phone or we miss a call. However, these alerts do not contain the customer telephone number which means that a manager needs to go into IC Business manager to locate this information. This is a manual step which prevents the team from independent investigation on their own in order to take timely action to improve our phone service for customers.

    Is it possible to include the customer phone number details in automated Genesys alerts or has someone got some other suggestion on how to handle this?
    #Reporting/Analytics

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    Marc Burling
    The MathWorks, Inc.
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