Genesys Cloud CX

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  • 1.  Alarm Generation for Queue activities

    Posted 14 days ago
    Hi

    Has anyone developed a method of triggering an alert if Wrap time is exceed for a queue. We have the alert rule defined but the email notification is generic.

    ideally the alert would specify the agents name as part of the email alert.

    It would be ideal if this type of alert could be displayed on a dashboard.

    #Reporting/Analytics

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    jim foley
    AXA Ireland Limited
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  • 2.  RE: Alarm Generation for Queue activities

    Posted 13 days ago
    Well you could probably do this with a notifications API call to either the queue or the agent topic, it would be troublesome to pull out that metric and alert someone. To that point, I created this idea for your question https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1212

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Alarm Generation for Queue activities

    GENESYS
    Posted 12 days ago
    Hello Jim,

    Adding this Idea https://genesyscloud.ideas.aha.io/ideas/ANLS-I-684 that hits the first part about the alert itself. It is currently under review which is a good sign. Voting and adding some feedback and commentary on the idea can only do good.

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    Nico Feliciano
    Genesys - Employees
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