Yes, finally i did this, i want 3 notification per agent.. and we have 50+ agents....
BR
EOS Spain S.L.
Original Message:
Sent: 07-12-2024 09:20
From: Samuel Jillard
Subject: Alert notifications
Hey Adrian,
The Alert rules are set to alert everyone listed within the notification fields when triggered, not the individual agents of the work team. I believe if you want to notify the individuals when they trigger an alert, you will need to make an individual alert per agent and include the agent in one the notification fields.
Heather, the agent metric for exceeding ACW on a conversation would be Single conversation total after call work
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Samuel Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 07-08-2024 03:10
From: Heather Henderson
Subject: Alert notifications
When I go to this idea it states the feature already exists.
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Heather Henderson
Admiral Group Plc
Original Message:
Sent: 07-06-2024 01:04
From: Robert Wakefield-Carl
Subject: Alert notifications
We don't have that yet in Alerts, but here is the idea for it: Include ACW as measurement in Alert Rules | Genesys Cloud Ideas Portal (aha.io)
Vote and comment on the idea.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 06-27-2024 06:28
From: Adrian Rodriguez
Subject: Alert notifications
Hello,
We want to manage notifications for when our agents are in acw for more than X amount of time.
We have seen the alert configuration, but configuring it this way for each agent (more than 50) is quite tedious and difficult to maintain if you want to make changes, for example, we would want to make an alert at 2 minutes from acw, at 3 and at 4 minutes, this would imply per agent creating 3 alerts.
We have tried doing the configuration through workteam, but the notification is received by all the subscribers in question but not only the affected one.
Is there any way to do it another way?
Thank you.
#Unsure/Other
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Adrian Rodriguez
EOS Spain S.L.
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