Hello all.

I would like to know from the wider Community how the scenario below was accomplished in your previous deployments.

Scenario

• Agent receives an Inbound Call.
• Caller threatens to self-harm.
• Agent needs "one-click access" for immediate assistance from Supervisor to quickly jump in to Monitor and Coach the Agent.

Preferred solution

• Within Agent Script a button that triggers a notification to the Supervisor Work Team.
• Supervisor Work Team to get a visual Toaster pop-up on their Windows Laptops along with SMS/Email and or Dashboard Alert
• Supervisor will then easily locate Agent and Call Interaction to monitor and coach the Agent.

Attempted solutions

I have tried using Performance Alerts:

• Presence metric rule can only be used with Primary and System statuses, not Sub-Statuses
• Out of Adherence has limitations.
• Currently SMS and Email Alerts does not show the Agent Name, it just shows the Entity ID.

I've set up a Button in Agent Script to trigger an SMS to a target group but there is no guarantee the Supervisor will have their cell phone with them.

Agent Assistance is not feasible as it's not targeted, and it doesn't generate a Toaster Pop-up.

Genesys Chat to an Official Group is targeted and will generate a Toaster Pop-up.

However, to initiate either Agent Assistance or Chat requires the Agent to change their focus to quickly type a message. This is not ideal as they should be focused, and no sound distracted to the Caller, just like a 911 Operator would be.

I have spoken internally and there appears to be no out of the box solution and will rely on customisation using APIs and Eventbridge.

Thank you and I look forward to hearing your thoughts.

Hi,

Not exactly my home territory, but here's how the Group chat might be used from a script.

First create a standard webhook integration for your Official Group. Add a webhook integration - Genesys Cloud Resource Center (mypurecloud.com)

Then create a data action to use the created webhook integration Set up an integration using the Generic Webhook - Genesys Cloud Resource Center (mypurecloud.com)

Finally create a button to your script to execute the data action.

Regards,

Antti

Hello all.

I would like to know from the wider Community how the scenario below was accomplished in your previous deployments.

Scenario

• Agent receives an Inbound Call.
• Caller threatens to self-harm.
• Agent needs "one-click access" for immediate assistance from Supervisor to quickly jump in to Monitor and Coach the Agent.

Preferred solution

• Within Agent Script a button that triggers a notification to the Supervisor Work Team.
• Supervisor Work Team to get a visual Toaster pop-up on their Windows Laptops along with SMS/Email and or Dashboard Alert
• Supervisor will then easily locate Agent and Call Interaction to monitor and coach the Agent.

Attempted solutions

I have tried using Performance Alerts:

• Presence metric rule can only be used with Primary and System statuses, not Sub-Statuses
• Out of Adherence has limitations.
• Currently SMS and Email Alerts does not show the Agent Name, it just shows the Entity ID.

I've set up a Button in Agent Script to trigger an SMS to a target group but there is no guarantee the Supervisor will have their cell phone with them.

Agent Assistance is not feasible as it's not targeted, and it doesn't generate a Toaster Pop-up.

Genesys Chat to an Official Group is targeted and will generate a Toaster Pop-up.

However, to initiate either Agent Assistance or Chat requires the Agent to change their focus to quickly type a message. This is not ideal as they should be focused, and no sound distracted to the Caller, just like a 911 Operator would be.

I have spoken internally and there appears to be no out of the box solution and will rely on customisation using APIs and Eventbridge.

Thank you and I look forward to hearing your thoughts.

Hello all.

I would like to know from the wider Community how the scenario below was accomplished in your previous deployments.

Scenario

• Agent receives an Inbound Call.
• Caller threatens to self-harm.
• Agent needs "one-click access" for immediate assistance from Supervisor to quickly jump in to Monitor and Coach the Agent.

Preferred solution

• Within Agent Script a button that triggers a notification to the Supervisor Work Team.
• Supervisor Work Team to get a visual Toaster pop-up on their Windows Laptops along with SMS/Email and or Dashboard Alert
• Supervisor will then easily locate Agent and Call Interaction to monitor and coach the Agent.

Attempted solutions

I have tried using Performance Alerts:

• Presence metric rule can only be used with Primary and System statuses, not Sub-Statuses
• Out of Adherence has limitations.
• Currently SMS and Email Alerts does not show the Agent Name, it just shows the Entity ID.

I've set up a Button in Agent Script to trigger an SMS to a target group but there is no guarantee the Supervisor will have their cell phone with them.

Agent Assistance is not feasible as it's not targeted, and it doesn't generate a Toaster Pop-up.

Genesys Chat to an Official Group is targeted and will generate a Toaster Pop-up.

However, to initiate either Agent Assistance or Chat requires the Agent to change their focus to quickly type a message. This is not ideal as they should be focused, and no sound distracted to the Caller, just like a 911 Operator would be.

I have spoken internally and there appears to be no out of the box solution and will rely on customisation using APIs and Eventbridge.

Thank you and I look forward to hearing your thoughts.

Data action to add a message to a dedicated Chat room was my first thought as well.

You could use a second Data Action tied to that button to send an agentless SMS using https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-messages-agentless

Add the agent's name to the message text using the Scripter.Agent Name script variable

------------------------------
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys

Original Message:
Sent: 09-15-2024 19:05
From: Bernard Soh
Subject: Agent escalation for Supervisor assistance

Hello all.

I would like to know from the wider Community how the scenario below was accomplished in your previous deployments.

Scenario

• Agent receives an Inbound Call.
• Caller threatens to self-harm.
• Agent needs "one-click access" for immediate assistance from Supervisor to quickly jump in to Monitor and Coach the Agent.

Preferred solution

• Within Agent Script a button that triggers a notification to the Supervisor Work Team.
• Supervisor Work Team to get a visual Toaster pop-up on their Windows Laptops along with SMS/Email and or Dashboard Alert
• Supervisor will then easily locate Agent and Call Interaction to monitor and coach the Agent.

Attempted solutions

I have tried using Performance Alerts:

• Presence metric rule can only be used with Primary and System statuses, not Sub-Statuses
• Out of Adherence has limitations.
• Currently SMS and Email Alerts does not show the Agent Name, it just shows the Entity ID.

I've set up a Button in Agent Script to trigger an SMS to a target group but there is no guarantee the Supervisor will have their cell phone with them.

Agent Assistance is not feasible as it's not targeted, and it doesn't generate a Toaster Pop-up.

Genesys Chat to an Official Group is targeted and will generate a Toaster Pop-up.

However, to initiate either Agent Assistance or Chat requires the Agent to change their focus to quickly type a message. This is not ideal as they should be focused, and no sound distracted to the Caller, just like a 911 Operator would be.

I have spoken internally and there appears to be no out of the box solution and will rely on customisation using APIs and Eventbridge.

Thank you and I look forward to hearing your thoughts.

#Reporting/Analytics

------------------------------
Bernard Soh
QPC Australia
------------------------------