Workforce Engagement Management

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  • 1.  Built an alert that triggers based upon a teams busy status

    Posted 12-04-2024 15:15

    I created an alert that triggers based upon a teams busy status, when one of the team is in busy for 8 minutes the alert triggers and it sends an email to the supervisor and me. That's all great but in the email it says: 

    Alert for Rule: '1 of Michael's team is in Busy for > 8 minutes' is in ALARM. The team member(s) in violation are [143d54f2-20c5-4c2f-be10-70138f6f200f]. 

    This code is id number for the rep, WHY NOT JUST SAY THE NAME????

    Can we get it changed, to say the name? I have made an Excel look up table because my supervisor wants to be spoon fed everything, but since the alarm knows who is in breach why can't it provide actionable intelligence?


    #WorkforceManagement

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    Conor Twomey
    n/a
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  • 2.  RE: Built an alert that triggers based upon a teams busy status
    Best Answer

    GENESYS
    Posted 12-06-2024 15:26

    @Conor Twomey - thanks for the feedback. Although we show the name of agent in the in-app toast notification, the name is not shown in the email or SMS notifications as you noted. We are going to add this feature soon. These are the two related ideas for this feature:

    Replace Entity ID with Agent Name for SMS | Genesys Cloud Ideas Portal
    Add a security toggle to enable or | Genesys Cloud Ideas Portal

    We will post updates on these ideas as we get closer to the release of this feature.


    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
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    Original Message


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