Workforce Engagement Management

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  • 1.  Notification Settings

    Posted 09-22-2023 11:00

    Hello!

    We are having some issues with everyone receiving notifications for schedule alerts in Genesys (we currently have them enabled). If Genesys is minimized will notifications still come through? Any help would be appreciated! 


    #Genesys Cloud CX
    #Workforce Engagement Management
    #WorkforceManagement
    #Scheduling
    #Other/NotSure

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    Addison Hild
    Athene
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  • 2.  RE: Notification Settings

    GENESYS
    Posted 09-24-2023 16:08

    They should still come in. Have you witnessed missed notifications for an agent or is it only agents saying they aren't receiving notifications? The reason I ask, is that it is not uncommon for agents to miss notifications or say they missed notifications. If you can repeat a scenario were they were missed, I would check in real-time adherence view to see what they show. If they are in adherence in RTA, then it is likely a configuration issue (i.e., scheduled activities to ignore).



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    Jay Langsford
    VP, R&D
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  • 3.  RE: Notification Settings

    Posted 09-26-2023 17:43

    Is there any way to enable notifications for agents besides adherence? 



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    Addison Hild
    Athene
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