Workforce Engagement Management

Is there a way to manually alert/send a pop-up message to an agent based on this view (or any view in Genesys Cloud CX)?  For example, if we are watching this view and see something concerning and wantto reach out to an agent, is there somewhere that I can send them a chat type message? 

#Workforce Engagement Management
#Workforce Management

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Gina Palmer
Papa, Inc.
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Hi Gina, I don't think there is an automated way to do this, but if you are monitoring in Queue Activity and you click on the agent's name, it will open a new tab with Agent Performance. In the top left where their name is you can click to open their contact card and start a chat through Genesys there. 

I can't see your image so not sure if that answered your question. I don't think anything like this can be done in RTA unfortunately. 

Hi Shannon!

I don't see the option to start a chat.  I only see Call and Email,

Hi Gina,

Are you able to chat/message within your genesys cloud org between agents and groups of agents today? Similar to the image below? 

Genesys is roles and permissioned platform and I think you do not have that permission. Some companies have made the decision not to use Genesys Cloud Chat and use enterprise platforms like Slack or Teams.