Genesys Cloud - Main

Hi all- We have a department that mainly conducts outgoing calls and performs other work, so when a call comes in their queue they need an audible alert or a visual popup on their desktop that someone is in the queue.

The Dashboard doesn't work the best as they are often conducting work on other sites and such and cant have the dashboard visible at all times. We've tried the alerts notifications- however, that only sends a toast message to the person that created the alert, and we do not want to utilize the sms/email function for them. 

We've also tried setting up the chat integration so that an alert gets sent to the chat and that will notify everyone- however, since we use SSO, as it fails with errors.

Does anyone have any ideas or use anything that works for them in their company? any input is appreciated!

Thanks!

#Integrations
#PlatformAdministration
#Reporting/Analytics
#SystemAdministration

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Dawn Weston
AvalonBay Communities, Inc.
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Are the users in question On Queue? If not, they need to be.
If they are, do you have Auto-Answer turned on? In this situation, I would advise against it.
Assuming On Queue and no AA, they should get an alert of an incoming interaction.

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Paul Simpson
Eventus Solutions Group
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Users are all in a queue, auto answer is on. However, the users arent always on queue...bc they are doing other work so I need an audible alert or popup showing that someone is waiting in queue, so that an agent can jump on queue and take that call. 

------------------------------
Dawn Weston
AvalonBay Communities, Inc.
------------------------------

Original Message:
Sent: 02-13-2023 09:49
From: Paul Simpson
Subject: Need for audible alert or popup

Are the users in question On Queue? If not, they need to be.
If they are, do you have Auto-Answer turned on? In this situation, I would advise against it.
Assuming On Queue and no AA, they should get an alert of an incoming interaction.

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

One option would be to write a custom application that monitors the queue and send the alerts.

A second approach might be to use a Group rather than a queue (maybe Group Ring?)

The thinking here is that your users are either in a position to take the calls, or they are not (maybe busy with other work.) If they are, then they should be On Queue.

If the issue is that you only want these folks to be disturbed if the queue is building up (perhaps other users are handling most calls?) then I would look at bullseye or an overflow queue.

Whatever you do, however, I would turn off AutoAnswer for these individuals.

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

Original Message:
Sent: 02-13-2023 10:13
From: Dawn Weston
Subject: Need for audible alert or popup

Users are all in a queue, auto answer is on. However, the users arent always on queue...bc they are doing other work so I need an audible alert or popup showing that someone is waiting in queue, so that an agent can jump on queue and take that call. 

------------------------------
Dawn Weston
AvalonBay Communities, Inc.
------------------------------


Original Message:
Sent: 02-13-2023 09:49
From: Paul Simpson
Subject: Need for audible alert or popup

Are the users in question On Queue? If not, they need to be.
If they are, do you have Auto-Answer turned on? In this situation, I would advise against it.
Assuming On Queue and no AA, they should get an alert of an incoming interaction.

------------------------------
Paul Simpson
Eventus Solutions Group

Ah ok cool- all great ideas, thank you!, ill look into those!

------------------------------
Dawn Weston
AvalonBay Communities, Inc.
------------------------------

Original Message:
Sent: 02-13-2023 10:27
From: Paul Simpson
Subject: Need for audible alert or popup

One option would be to write a custom application that monitors the queue and send the alerts.

A second approach might be to use a Group rather than a queue (maybe Group Ring?)

The thinking here is that your users are either in a position to take the calls, or they are not (maybe busy with other work.) If they are, then they should be On Queue.

If the issue is that you only want these folks to be disturbed if the queue is building up (perhaps other users are handling most calls?) then I would look at bullseye or an overflow queue.

Whatever you do, however, I would turn off AutoAnswer for these individuals.

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------


Original Message:
Sent: 02-13-2023 10:13
From: Dawn Weston
Subject: Need for audible alert or popup

Users are all in a queue, auto answer is on. However, the users arent always on queue...bc they are doing other work so I need an audible alert or popup showing that someone is waiting in queue, so that an agent can jump on queue and take that call. 

------------------------------
Dawn Weston
AvalonBay Communities, Inc.


Original Message:
Sent: 02-13-2023 09:49
From: Paul Simpson
Subject: Need for audible alert or popup

Are the users in question On Queue? If not, they need to be.
If they are, do you have Auto-Answer turned on? In this situation, I would advise against it.
Assuming On Queue and no AA, they should get an alert of an incoming interaction.

------------------------------
Paul Simpson
Eventus Solutions Group