Hello, I'd like to ask for advice regarding Genesys Cloud.
One of our customers has requested a way to play a ringing sound throughout the office whenever there are calls waiting in a specific queue.
If anyone has experience with a similar situation or ideas for how this could be achieved, I would greatly appreciate your input.
Here is the background:
- The office has about 20 staff members who handle calls, but they are not dedicated "contact center agents."
- Previously, when they used traditional desk phones, if calls were waiting, the ringing sound was audible across the office, so staff could immediately notice.
- With Genesys Cloud, we now display the queue status on a large monitor dashboard. However, many staff members still don't notice the screen, which results in situations where:
- They continue non-urgent phone conversations without realizing there are waiting calls.
- Some remain available but forget to switch to On Queue.
In this kind of scenario, what approaches have you used (or seen) to make sure the whole office is aware when there are waiting calls?
Any suggestions, especially examples using alerts, integrations, or other creative methods, would be very helpful.
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Aoi TAMAKI
Kanden CS Forum Inc.
E-mail:
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