Genesys Cloud - Main

Hi,

we defined preferred agent routing in our queues, and now the customer asks, whether it is possible to notify an agent, that he is a preferred agent for a waiting call.

There are two cases when the agent should be notified:

1. An agent is "on queue" and interacting.
2. An agent is logged in but not "on queue".

Thanks,
Irina

Hi Irina,

There's not a feature that I can think of the does this out of the box, but you could build a custom app that does it via APIs.

Hi,

we defined preferred agent routing in our queues, and now the customer asks, whether it is possible to notify an agent, that he is a preferred agent for a waiting call.

There are two cases when the agent should be notified:

1. An agent is "on queue" and interacting.
2. An agent is logged in but not "on queue".

Thanks,
Irina

Hi Jan,

thank you for your answer.

Can you give me a hint on which API should I use for implementing preferred agent notification?

Hi Irina,

There's not a feature that I can think of the does this out of the box, but you could build a custom app that does it via APIs.

Hi,

we defined preferred agent routing in our queues, and now the customer asks, whether it is possible to notify an agent, that he is a preferred agent for a waiting call.

There are two cases when the agent should be notified:

1. An agent is "on queue" and interacting.
2. An agent is logged in but not "on queue".

Thanks,
Irina

Hi Irina,

You could check the Notification API

https://developer.genesys.cloud/notificationsalerts/notifications/

https://developer.genesys.cloud/notificationsalerts/notifications/subscribe-to-queue

I haven't checked for a while but I'm guessing this should include the preferred agent information when a call enters a queue.

Hi Jan,

thank you for your answer.

Can you give me a hint on which API should I use for implementing preferred agent notification?

Hi Irina,

There's not a feature that I can think of the does this out of the box, but you could build a custom app that does it via APIs.

Hi,

we defined preferred agent routing in our queues, and now the customer asks, whether it is possible to notify an agent, that he is a preferred agent for a waiting call.

There are two cases when the agent should be notified:

1. An agent is "on queue" and interacting.
2. An agent is logged in but not "on queue".

Thanks,
Irina

Irina,

There is no way, that I'm aware of, to proactively send a "message" to the agent to notify them of a call that is waiting for them.

With that said, you could use the Genesys UC functionality to built a pseudo notification system like this.  The idea would be to use the Chat feature in the left-hand nav bar of Genesys Cloud and maybe create a group called "Call Notifications".  You can then use the Genesys Webhook integration to post messages into that group chat using a Data Action from the call flow.  You could post in a message like "[@Jim Crespino] You have a call waiting in the Sales queue".  The agent should get a toast notification in the upper right corner of their browser or desktop, assuming they have notifications turned on, that will display that message.  You could actually use an in-queue call flow and notify the user every minute or so to remind them of the waiting call.

If you really wanted to get fancy, you could build an additional Custom Client Application (i.e. an iframed web application) that would display those calls in queue and what agent the call is waiting on.  The agent's would bring up that app from Apps menu on the top nav bar and they could "pull" that call from queue.  Kind of what you would consider "cherry picking" calls from a queue. 

I hope that helps.

Hi Irina,

You could check the Notification API

https://developer.genesys.cloud/notificationsalerts/notifications/

https://developer.genesys.cloud/notificationsalerts/notifications/subscribe-to-queue

I haven't checked for a while but I'm guessing this should include the preferred agent information when a call enters a queue.

Hi Jan,

thank you for your answer.

Can you give me a hint on which API should I use for implementing preferred agent notification?

Hi Irina,

There's not a feature that I can think of the does this out of the box, but you could build a custom app that does it via APIs.

Hi,

we defined preferred agent routing in our queues, and now the customer asks, whether it is possible to notify an agent, that he is a preferred agent for a waiting call.

There are two cases when the agent should be notified:

1. An agent is "on queue" and interacting.
2. An agent is logged in but not "on queue".

Thanks,
Irina

Jan and Jim, thank you for your ideas.

@Jim Crespino, am I understanding correctly, that all agents in the "Call Notifications" group will receive all messages?

Will the chat work with embedded client?

Irina,

There is no way, that I'm aware of, to proactively send a "message" to the agent to notify them of a call that is waiting for them.

With that said, you could use the Genesys UC functionality to built a pseudo notification system like this.  The idea would be to use the Chat feature in the left-hand nav bar of Genesys Cloud and maybe create a group called "Call Notifications".  You can then use the Genesys Webhook integration to post messages into that group chat using a Data Action from the call flow.  You could post in a message like "[@Jim Crespino] You have a call waiting in the Sales queue".  The agent should get a toast notification in the upper right corner of their browser or desktop, assuming they have notifications turned on, that will display that message.  You could actually use an in-queue call flow and notify the user every minute or so to remind them of the waiting call.

If you really wanted to get fancy, you could build an additional Custom Client Application (i.e. an iframed web application) that would display those calls in queue and what agent the call is waiting on.  The agent's would bring up that app from Apps menu on the top nav bar and they could "pull" that call from queue.  Kind of what you would consider "cherry picking" calls from a queue. 

I hope that helps.

Hi Irina,

You could check the Notification API

https://developer.genesys.cloud/notificationsalerts/notifications/

https://developer.genesys.cloud/notificationsalerts/notifications/subscribe-to-queue

I haven't checked for a while but I'm guessing this should include the preferred agent information when a call enters a queue.

Hi Jan,

thank you for your answer.

Can you give me a hint on which API should I use for implementing preferred agent notification?

Hi Irina,

There's not a feature that I can think of the does this out of the box, but you could build a custom app that does it via APIs.

Hi,

we defined preferred agent routing in our queues, and now the customer asks, whether it is possible to notify an agent, that he is a preferred agent for a waiting call.

There are two cases when the agent should be notified:

1. An agent is "on queue" and interacting.
2. An agent is logged in but not "on queue".

Thanks,
Irina

Irina,

I'm afraid the Embedded Client doesn't contain the UC functionality because because of the constrained screen real estate of having to run inside of a CRM.

Does the CRM you are using support sending some kind of toast notification message to users?  Perhaps you could make a Data Action request to call an API in the CRM that would notify them of the waiting call?

Jan and Jim, thank you for your ideas.

@Jim Crespino, am I understanding correctly, that all agents in the "Call Notifications" group will receive all messages?

Will the chat work with embedded client?

Irina,

There is no way, that I'm aware of, to proactively send a "message" to the agent to notify them of a call that is waiting for them.

With that said, you could use the Genesys UC functionality to built a pseudo notification system like this.  The idea would be to use the Chat feature in the left-hand nav bar of Genesys Cloud and maybe create a group called "Call Notifications".  You can then use the Genesys Webhook integration to post messages into that group chat using a Data Action from the call flow.  You could post in a message like "[@Jim Crespino] You have a call waiting in the Sales queue".  The agent should get a toast notification in the upper right corner of their browser or desktop, assuming they have notifications turned on, that will display that message.  You could actually use an in-queue call flow and notify the user every minute or so to remind them of the waiting call.

If you really wanted to get fancy, you could build an additional Custom Client Application (i.e. an iframed web application) that would display those calls in queue and what agent the call is waiting on.  The agent's would bring up that app from Apps menu on the top nav bar and they could "pull" that call from queue.  Kind of what you would consider "cherry picking" calls from a queue. 

I hope that helps.

Hi Irina,

You could check the Notification API

https://developer.genesys.cloud/notificationsalerts/notifications/

https://developer.genesys.cloud/notificationsalerts/notifications/subscribe-to-queue

I haven't checked for a while but I'm guessing this should include the preferred agent information when a call enters a queue.

Hi Jan,

thank you for your answer.

Can you give me a hint on which API should I use for implementing preferred agent notification?

Hi Irina,

There's not a feature that I can think of the does this out of the box, but you could build a custom app that does it via APIs.

Hi,

we defined preferred agent routing in our queues, and now the customer asks, whether it is possible to notify an agent, that he is a preferred agent for a waiting call.

There are two cases when the agent should be notified:

1. An agent is "on queue" and interacting.
2. An agent is logged in but not "on queue".

Thanks,
Irina