Genesys Cloud CX

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Alerts for agent availability

  • 1.  Alerts for agent availability

    Posted 08-04-2022 03:56
    Dear community,

    I do have different status possibilities for the agents which I also can display on a dashboard for the whole team.
    Sometimes even if there is only one agent available or on queue he/she decides to make a break so that we cannot serve incoming calls.

    Is there a possibility to put an alert on a queue that if there are less than x agents on available or ACD Status a teamleader will be informed by mail.
    I am not talking about a technical solution to prevent an agent to have his biological break when all other agents are interacting, it should just be information.

    I can't find this function in the "alert" section. Does this exist?

    Thank you and best regards

    Richard Wolzt
    Europ Assistance Gesellschaft m.b.H.