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  • 1.  Custom Agent Notifications

    Posted 02-01-2023 15:21
    We have a need to send an alert to all users logged into Genesys (whether they are on an active call or not) when an event has happened. We need to include at least 1 custom piece of information in this notification and have it run by our contact center managers but I'm not finding a solution that seems like it will fit the bill. Hoping the pool of experience in this community may have some ideas!

    Angie Holloman

  • 2.  RE: Custom Agent Notifications

    Posted 03-16-2023 23:11

    You could have a wallboard with a message, but that would only work if they are looking at it.  

    Second, could consider an SMS message campaign that could contain all their cell numbers and use a template to setup the message that will be going out to them. 

    Lastly, you could create a public chat group and send a message to that group.  A group voicemail will do the same.  With the new voicemail transcription coming out next week, they could read the voicemail in their email. 

    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect

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