Genesys Cloud CX

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  • 1.  notification email to supervisor if an agent is logged off

    Posted 8 days ago
    Hi,

    I checked the discussions but couldn't find a answer to my request and the discussions are really long time ago. So I would ask, whether anybody have a solution for this requirement. Is there a way to notify a supervisor/certain user in Genesys Cloud CX, if an agent from a certain queue is not logged in or if no agent is logged in / OnQueue?
    Alert rules are not working from my point of view because so I can only check waiting times and so on but not the agent state. Does anybody has a solution for this requirement?

    Thanks and best regards,
    Tobias
    #QualityManagement

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    Tobias Junghans
    NTT Germany AG & Co. KG
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  • 2.  RE: notification email to supervisor if an agent is logged off

    Posted 7 days ago
    Tobias (my son's name as well BTW),
    With the current alerting engine, you can email or SMS supervisors (actually individuals) based on queue metrics like wait time.
    Find out more here:  About alert administration - Genesys Cloud Resource Center (mypurecloud.com)

    Unfortunately, it does not look at agent availability.

    What you will need is a web service that looks at the queue routing status API and look periodically at the number of available agents or logged-in agents and then send and Email out.

    Hopefully the new alerting engine will give us new options.  Then the Beta comes out, we will know.



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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: notification email to supervisor if an agent is logged off

    GENESYS
    Posted 5 days ago
    Hi Tobias,

    The new alerting engine (currently available as closed beta to limited participants) will allow for the triggering of alerts based on agent's presence-based metrics like on queue time, off queue time, available time etc. As Robert mentioned, the notifications can be sent via email/SMS to multiple recipients identical to existing alerting engine's functionality.

    Here's the form to sign-up for the beta waiting list and I will reach out to you when we are ready to activate the feature for your org.
    https://forms.office.com/r/35p0bVT8nS

    Thanks,

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    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
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