Genesys Cloud - Main

Hello,

We set up the Alert Rules for Agent Presence. We are inquiring if there is a way to search which agent triggered the alert that was sent via email. All it provides is an interaction ID for the agent, and not an agent name. We are aware it will provide the Name of the agent within Genesys alerts, but, want to see if anyone has been able to use the ID number provided in the email to look up the agent name. We were hoping the email would have provided the agents name and not a random ID. 

Thank you

#Unsure/Other

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Sarah Blizzard
x
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Hi Sarah, 

The Alert Email for Agent Presence Rule, includes the uuid of the agent, not a random ID. To get the agent's name, you can:

1. Get the agent details via APIs https://developer.genesys.cloud/devapps/api-explorer-standalone#get-api-v2-users--userId- . Copy/paste the uuid from Alert Email, and execute the API. 

2. Get the agent details via UI. Click on your Profile, and the last part of the URL is agent uuid. Replace your uuid (last element in the URL - redacted and underlined in red) with the uuid from the Alert Email and the user's (agent's) profile page should be displayed. 

Thanks,

 

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Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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Original Message:
Sent: 11-01-2024 16:17
From: Sarah Blizzard
Subject: Alert Rules- Email Notification look up

Hello,

We set up the Alert Rules for Agent Presence. We are inquiring if there is a way to search which agent triggered the alert that was sent via email. All it provides is an interaction ID for the agent, and not an agent name. We are aware it will provide the Name of the agent within Genesys alerts, but, want to see if anyone has been able to use the ID number provided in the email to look up the agent name. We were hoping the email would have provided the agents name and not a random ID. 

Thank you

#Unsure/Other

------------------------------
Sarah Blizzard
x
------------------------------

Hi Sarah,

in addition to what Tatjana wrote: You can use E-mail-flows to automate the API-lookup.

• create an email-flow
• create an unique e-mail-address in Genesys that routes to that e-mail-flow
• create an user in Genesys with that e-mail-address (it will not be billed, because no login is needed)
• add this user to the recipient list of the alert rule
• create a data action using the API-call Tatjana mentioned
• use that data action within the e-mail flow to receive the user name
  • redirect the alert-email to your e-mail-adress enriched with the user name

Best regards
Christoph

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Christoph Domaschke
Leiter Service Center (Cronbank)
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Original Message:
Sent: 11-01-2024 16:17
From: Sarah Blizzard
Subject: Alert Rules- Email Notification look up

Hello,

We set up the Alert Rules for Agent Presence. We are inquiring if there is a way to search which agent triggered the alert that was sent via email. All it provides is an interaction ID for the agent, and not an agent name. We are aware it will provide the Name of the agent within Genesys alerts, but, want to see if anyone has been able to use the ID number provided in the email to look up the agent name. We were hoping the email would have provided the agents name and not a random ID. 

Thank you

#Unsure/Other

------------------------------
Sarah Blizzard
x
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