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  • 1.  Alerts for Team Leafds

    Posted 11-05-2019 11:22
    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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  • 2.  RE: Alerts for Team Leafds

    Posted 11-07-2019 20:07
    Edited by Kevin Brown 01-17-2020 17:16


  • 3.  RE: Alerts for Team Leafds

    GENESYS
    Posted 11-14-2019 02:08
    Edited by Alexandria Hockeborn 11-14-2019 03:18

    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

    ******

    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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