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  • 1.  Alert Notification on Supervisor Screen for Specific Wrap-Up Code Trigger

    Posted 07-08-2025 02:08
    No replies, thread closed.

    Hi Community,

    We're currently using Process Automation Triggers in Genesys Cloud to invoke a workflow whenever a specific wrap-up code is selected by an agent. This workflow successfully sends out an email notification to the concerned team.

    However, our customer has requested that-in addition to the email-a real-time alert or notification be displayed directly on the Genesys Cloud Supervisor client interface whenever this wrap-up code is triggered.

    Is there any native functionality or supported workaround in Genesys Cloud that allows such notifications to appear on the Supervisor UI? We're open to solutions involving dashboards, alerts, agent scripts, web messaging, or API-based integrations.

    Would appreciate any guidance or examples from others who may have implemented similar alerting mechanisms.

    Thanks in advance,
    Adesh


    #API/Integrations
    #Omni-ChannelDesktop/UserInterface
    #QualityManagement
    #SystemAdministration

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    Adesh Jadhav
    NA
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  • 2.  RE: Alert Notification on Supervisor Screen for Specific Wrap-Up Code Trigger

    Posted 07-08-2025 10:02
    No replies, thread closed.

    Hello Adesh, 

    I believe there are several native options in Genesys that can help achieve real-time notifications. 

    You can achieve these through Alert Rules and Performance Dashboards. 

    For Alert rules:

    Supervisors can create and configure these in GC, these alerts can be delivered through multiple channels on-screen notifications via the alerts icon, alerts inbox tab, email notifications and SMS notifications. 

    For Perfomance dashboards: 

    They can create real-time performance dashboards that include wrap-up code metrics. These dashboards can drill down to access detailed info about wrap-up code usage. You could possibly configure real-time metric widgets to monitor specific wrap-up code activities. 

    To implement this I recommend creating an alert under Performance > workspace > other > alert rules. Then configure the rule to monitor the specific wrap up code usage. Set up desired notification method, in your case on-screen and as I disscussed above create a performance dashboard widget to provide visual tracking. 

    Hope this helps!



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Alert Notification on Supervisor Screen for Specific Wrap-Up Code Trigger

    Posted 07-08-2025 13:19
    No replies, thread closed.

    Hi Cameron,

    I'm familiar with both the alert rules and performance dashboard. However, the customer specifically does not want to rely on reporting or dashboard analytics to monitor this.

    They have a survey flow, and for a specific question, if the score is low, they want an immediate alert sent to supervisors-either via email or directly within the Genesys Supervisor client window.

    I'm currently using Process Automation triggers to initiate a workflow that sends an email notification to the supervisor. However, I also need to display an alert in the Genesys client window.

    Unfortunately, I couldn't find any condition that monitors wrap-up code usage. Could you please advise if this is possible, or suggest an alternative?

    Regards,

    Adesh



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    Adesh Jadhav
    NA
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    Original Message


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