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  • 1.  Agent escalation for Supervisor assistance

    Posted 09-15-2024 19:06
    No replies, thread closed.

    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
    ------------------------------


  • 2.  RE: Agent escalation for Supervisor assistance

    Posted 09-16-2024 07:40
    No replies, thread closed.

    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



    ------------------------------
    Antti Mikkola
    Common Product Manager
    Telia Company
    ------------------------------



  • 3.  RE: Agent escalation for Supervisor assistance

    Posted 09-21-2024 01:36
    No replies, thread closed.

    Hi Antti.

    Thank you for your thoughts and recommendation.
    I will look into this, in the meantime I have something similar using a Button, Data Action and Agentless Email. (See reply below).



    ------------------------------
    Bernard Soh
    CALLSCAN AUSTRALIA PTY. LTD.
    ------------------------------

    Original Message


  • 4.  RE: Agent escalation for Supervisor assistance
    Best Answer

    Posted 09-16-2024 13:59
    No replies, thread closed.

    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
    ------------------------------



  • 5.  RE: Agent escalation for Supervisor assistance

    Posted 09-21-2024 01:34
    Edited by Bernard Soh 09-21-2024 01:41
    No replies, thread closed.

    Hi George.

    Thank you for your thoughts.
    Yes, I did have a try with Agentless SMS, but it requires the Supervisor to have their cell phone with them and be actively monitoring.

    I'm currently looking into Agentless Email which will be triggered at a click of a Button in the Active Call Agent Script.

    This then will send an email to a Queue, a Queue which Supervisors will be On Queue to receive it. 


    The benefit of using the email is the Supervisor would be able to:

    • See the Name of the Agent requiring assistance.
    • The Queue the Agent is on.
    • Click on the Conversation URL in the Email Agent Script, thus, opening a new browser tab with the Live interaction and be able to start Monitoring and Coaching the Agent quickly.
    • In addition, an Alert Rule and Dashboard could be setup to raise awareness as well.

    I am yet to finalize testing, but I think this is a workable solution.



    ------------------------------
    Bernard Soh
    CALLSCAN AUSTRALIA PTY. LTD.
    ------------------------------

    Original Message


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