Workforce Engagement Management

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  • 1.  Alerts via Email/SMS

    Posted 26 days ago

    Hello Community.

    Is anyone currently using alerts via email or SMS that are set up by Work Team? If so, how are you configuring them to be useful while the agent details come through as a long string of characters (agent ID)?

    We would like set up alert rules to deliver adherence notifications to our frontline supervisors external of Genesys (email/SMS), but unfortunately those updates don't provide any value as long as the subject of the alert is not identifiable. It is not feasible to create an individual alert for each agent.

    If this resonates with you, please vote for my idea that was recently categorized as a "Future Consideration." 

    Thank you!


    #Monitoring/Adherence

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    Andrea Rushfeldt
    ATB Financial
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  • 2.  RE: Alerts via Email/SMS

    Posted 22 days ago

    I totally agree, the information provided in the alerts is pretty much useless.  Better to use a trigger on the alert using a websocket or some other trigger based on same parameters as the alert and then design your own Email or SMS to be sent out through the workflow.  



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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
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    Original Message


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