Not a very elegant way of achieving it but what you could do is:
Instead of just disconnecting the call, send it to a dummy queue (Busy_Disconnect) - don't assign any users to it. Create a simple in-queue flow that just contains a disconnect action and then assign that to the Queue as it's default in-queue flow.
Then you could use the Alerts function to build a rule to send an email out when there are Abandons or Offers against that queue. Depending on what type of call volumes you're expecting you might need to create a few rules so it fires at different counts - so first when it's greater than 0, then when it = 5, then = 10 etc.
You'd need to test to see if that will work for you.
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Vaun McCarthy
NTT New Zealand Limited
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Original Message:
Sent: 02-10-2021 02:58
From: Richard Chandler
Subject: Alert when call comes into flow
There are a couple of other options here. You can use a data action to POST to Geneys Cloud webhooks to send a message to group chat. There are more details on the developer centre. The other option if you have Cloud 3 is to use agentless sms notifications.
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Richard Chandler
Conn3ct
Original Message:
Sent: 02-09-2021 10:40
From: Mark Keitges
Subject: Alert when call comes into flow
Thanks Charles!
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Mark Keitges
Alberta Health Services
Original Message:
Sent: 02-09-2021 08:22
From: Skowron, Charles
Subject: Alert when call comes into flow
I don't believe Genesys Cloud has the ability to send an alert email from an inbound flow.....there is an open idea for this feature. https://genesyscloud.ideas.aha.io/ideas/CLINB-I-226
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Skowron, Charles
Original Message:
Sent: 02-08-2021 17:59
From: Mark Keitges
Subject: Alert when call comes into flow
Hey Kymberli!
No unfortunately that won't help because we need to know right away if calls are going to this flow at anytime of day.
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Mark Keitges
Alberta Health Services
Original Message:
Sent: 02-08-2021 17:49
From: Kymberli O'Hagan
Subject: Alert when call comes into flow
Hey Mark!
I'm not sure of any alerts myself.. would the "Flows" reporting help? ... to see the number of entries into that flow.
I don't think these reports can be automated within the UI to send an email like some of the other reports available... But it does help paint a picture.
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Kymberli O'Hagan
Product Owner, Omni-Channel
Alberta Motor Association
Original Message:
Sent: 02-08-2021 16:03
From: Mark Keitges
Subject: Alert when call comes into flow
We are currently using an inbound flow to just give an announcement that all lines are busy and to disconnect the call, so is there a way to have this flow send out an alert email to our group to let us know this inbound flow is receiving calls?
#ArchitectureandDesign
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Mark Keitges
Alberta Health Services
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