Hi Tom,
I found something that might help you solve your problem, but I'm not sure which solutions you have access to.
Are you familiar with PureEngage Cloud Workforce Management? If you've got access, I found a doc that explains how you can set performance alerts.
https://docs.genesys.com/Documentation/PSAAS/Public/WMCloud/PrfmAlrtsVw
Here's what I read that led me to believe this could be the right direction.
Here are the metrics:
https://docs.genesys.com/Documentation/PSAAS/Public/Administrator/CCPerf#Contact_Center_Performance_Report_Metrics
***UPDATE***
Tom - I fell down a bit of a rabbit hole after looking for an answer to your question. I found another potential option that's worth reviewing - basically configuring a custom widget in Pulse. It looks like you can set thresholds, monitor agent objects (and others), and hopefully whatever else you might need. Looks like there are also some templates.
Templates
https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/RTRTemplates
Overview of What's Possible
https://docs.genesys.com/Documentation/PSAAS/Public/RPRT/RTRReports
Agent Stats
https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/RTRTemplatesAGS
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Please let me know if this helps or if this solution is not available to you. I have some other ideas on how to achieve what you're describing if this doesn't work.
Good luck!
Ali
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Alexandria Hockeborn
Genesys - Employees
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Original Message:
Sent: 11-05-2019 11:21
From: Tom Kondrat
Subject: Alerts for Team Leafds
We are trying to determine if there is anything in the PureEngage Cloud platform that will generate alerts to Team Leads based on agent activity thresholds. (i.e. Call Duration, Time in State, etc)
Any success stories appreciated!
Thanks in Advance.
#Reporting/Analytics
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Tom Kondrat
FCA US LLC
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