Workforce Engagement Management

Will these notifications be available via the ServiceNow embedded client?

Thank you.

Thomas Golden

Hi. We are actively working on displaying the early notification reminders on the different flavors of WEM in embedded client. We will update this thread when it is ready, should have more info in the next few days.  

Thanks

Will these notifications be available via the ServiceNow embedded client?

Thank you.

Thomas Golden

Hello Community,

We expect to have this working on the different WEM embedded clients by mid-March.  We will post another update end or February/beginning of March to give you an updated status.

Thank you.

Hi. We are actively working on displaying the early notification reminders on the different flavors of WEM in embedded client. We will update this thread when it is ready, should have more info in the next few days.  

Thanks

Will these notifications be available via the ServiceNow embedded client?

Thank you.

Thomas Golden

hello Belinda, 

Any update on this?

Thank you!

Hello Community,

We expect to have this working on the different WEM embedded clients by mid-March.  We will post another update end or February/beginning of March to give you an updated status.

Thank you.

Hi. We are actively working on displaying the early notification reminders on the different flavors of WEM in embedded client. We will update this thread when it is ready, should have more info in the next few days.  

Thanks

Will these notifications be available via the ServiceNow embedded client?

Thank you.

Thomas Golden

Hello Rhiann,

So sorry about the late notification. This is now available in all regions.  Let me know if it's not working for you for some reason.

Thanks,

hello Belinda, 

Any update on this?

Thank you!

Hello Community,

We expect to have this working on the different WEM embedded clients by mid-March.  We will post another update end or February/beginning of March to give you an updated status.

Thank you.

Hi. We are actively working on displaying the early notification reminders on the different flavors of WEM in embedded client. We will update this thread when it is ready, should have more info in the next few days.  

Thanks

Will these notifications be available via the ServiceNow embedded client?

Thank you.

Thomas Golden

Hi Belinda,

We notice that early reminders are working as expected in the native Genesys cloud site, however they do not work in the Salesforce Embedded Client. We have them set up and they are working in Genesys cloud, but we see no early reminders at all in salesforce embedded client. Is there additional configuration required?  We do see 'out of adherence reminders' in Salesforce embedded client, but not the early reminders.

Hello Rhiann,

So sorry about the late notification. This is now available in all regions.  Let me know if it's not working for you for some reason.

Thanks,

hello Belinda, 

Any update on this?

Thank you!

Hello Community,

We expect to have this working on the different WEM embedded clients by mid-March.  We will post another update end or February/beginning of March to give you an updated status.

Thank you.

Hi. We are actively working on displaying the early notification reminders on the different flavors of WEM in embedded client. We will update this thread when it is ready, should have more info in the next few days.  

Thanks

Will these notifications be available via the ServiceNow embedded client?

Thank you.

Thomas Golden

We just got this feature and love it! It would be beneficial able to have the option to select/enable secondary codes as it would work better with our organization like Off Queue - Processing, for example, as we have reps that interchange secondary codes throughout the day. (Our reps are mainly in an off queue - processing code but if they have a small-time frame of off queue - project, we would want them to get a notification that it's almost time to switch to the off queue - project code. We don't want the off-queue notifications to be alerting reps all day long when in the off-queue status.)

------------------------------
Andrea Brownlee
------------------------------

I agree that having these reminders enabled for secondary codes would be beneficial.

------------------------------
Andrea Rushfeldt
Resource Enablement Advisor
------------------------------


Original Message:
Sent: 02-13-2025 12:58
From: Andrea Brownlee
Subject: Scheduled Activity Reminders Releases Next Week

We just got this feature and love it! It would be beneficial able to have the option to select/enable secondary codes as it would work better with our organization like Off Queue - Processing, for example, as we have reps that interchange secondary codes throughout the day. (Our reps are mainly in an off queue - processing code but if they have a small-time frame of off queue - project, we would want them to get a notification that it's almost time to switch to the off queue - project code. We don't want the off-queue notifications to be alerting reps all day long when in the off-queue status.)

------------------------------
Andrea Brownlee

We did consider allowing the reminders to be configurable at the specific Activity Code level but by doing it at the Category level it allowed us to be able to release this feature a lot sooner. I suggest you submit an idea to allow reminders at the specific Activity Code level so that others can vote on it as well. Thank you for your feedback. 

I agree that having these reminders enabled for secondary codes would be beneficial.

------------------------------
Andrea Rushfeldt
Resource Enablement Advisor


Original Message:
Sent: 02-13-2025 12:58
From: Andrea Brownlee
Subject: Scheduled Activity Reminders Releases Next Week

We just got this feature and love it! It would be beneficial able to have the option to select/enable secondary codes as it would work better with our organization like Off Queue - Processing, for example, as we have reps that interchange secondary codes throughout the day. (Our reps are mainly in an off queue - processing code but if they have a small-time frame of off queue - project, we would want them to get a notification that it's almost time to switch to the off queue - project code. We don't want the off-queue notifications to be alerting reps all day long when in the off-queue status.)

------------------------------
Andrea Brownlee

Thanks for the additional information Belinda.

I have created a new idea to capture this request and hopefully accrue some voter support: DARAR-I-2311

We did consider allowing the reminders to be configurable at the specific Activity Code level but by doing it at the Category level it allowed us to be able to release this feature a lot sooner. I suggest you submit an idea to allow reminders at the specific Activity Code level so that others can vote on it as well. Thank you for your feedback. 

I agree that having these reminders enabled for secondary codes would be beneficial.

------------------------------
Andrea Rushfeldt
Resource Enablement Advisor


Original Message:
Sent: 02-13-2025 12:58
From: Andrea Brownlee
Subject: Scheduled Activity Reminders Releases Next Week

We just got this feature and love it! It would be beneficial able to have the option to select/enable secondary codes as it would work better with our organization like Off Queue - Processing, for example, as we have reps that interchange secondary codes throughout the day. (Our reps are mainly in an off queue - processing code but if they have a small-time frame of off queue - project, we would want them to get a notification that it's almost time to switch to the off queue - project code. We don't want the off-queue notifications to be alerting reps all day long when in the off-queue status.)

------------------------------
Andrea Brownlee

"This is an excellent addition. We have implemented this update to our staff and are looking forward to observing efficiency gains."

@Robert Gacula, Great, looking forward to any feedback you may have.

"This is an excellent addition. We have implemented this update to our staff and are looking forward to observing efficiency gains."

Since implementing the activity reminders for breaks and lunches, we have observed a 2% efficiency gain within just two weeks. We are currently gathering more data to determine if this improvement will benefit our other lines of business.

@Robert Gacula, Great, looking forward to any feedback you may have.

"This is an excellent addition. We have implemented this update to our staff and are looking forward to observing efficiency gains."

Will this work with Salesforce? I am being asked do not know the answer.

Before I open a ticket with the Genesys Support team, can anyone on this thread that uses the Salesforce embedded client (not the new CX Cloud for Salesforce version) confirm whether or not the early notifications work for them? The agents are getting the "out of adherence" reminder just fine, but not the early notification.

Just wanted to see if there was some setting/trick we were missing before we invested time with the Care team.

Will this work with Salesforce? I am being asked do not know the answer.

@Brian Jones.   We see 'out of adherence reminders' in Salesforce embedded client, but not the early reminders. We have the same experience as you, and when I asked above @Belinda Herrera mentioned it should be working.  @Belinda Herrera can you please confirm whether this has been tested and is working specifically with the Salesforce embedded client? I don't think it is!

FYI @Steve Bugo

Before I open a ticket with the Genesys Support team, can anyone on this thread that uses the Salesforce embedded client (not the new CX Cloud for Salesforce version) confirm whether or not the early notifications work for them? The agents are getting the "out of adherence" reminder just fine, but not the early notification.

Just wanted to see if there was some setting/trick we were missing before we invested time with the Care team.

Will this work with Salesforce? I am being asked do not know the answer.

Hi @Brian Jones and @Rhiann Mackenzie. I just tested it and I would expect you to see the early reminder as on the top right on this screenshot. Are you referring to this notification or the yellow one on the bottom right of the screenshot?

------------------------------
Jacou Sarrazin
Sr. Director, Development
Genesys - Employees
------------------------------


Original Message:
Sent: 04-25-2025 17:07
From: Rhiann Mackenzie
Subject: Scheduled Activity Reminders Releases Next Week

@Brian Jones.   We see 'out of adherence reminders' in Salesforce embedded client, but not the early reminders. We have the same experience as you, and when I asked above @Belinda Herrera mentioned it should be working.  @Belinda Herrera can you please confirm whether this has been tested and is working specifically with the Salesforce embedded client? I don't think it is!

FYI @Steve Bugo

------------------------------
Rhiann Mackenzie
Manager, Enterprise Geodata Support


Original Message:
Sent: 04-25-2025 16:45
From: Brian Jones
Subject: Scheduled Activity Reminders Releases Next Week

Before I open a ticket with the Genesys Support team, can anyone on this thread that uses the Salesforce embedded client (not the new CX Cloud for Salesforce version) confirm whether or not the early notifications work for them? The agents are getting the "out of adherence" reminder just fine, but not the early notification.

Just wanted to see if there was some setting/trick we were missing before we invested time with the Care team.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology


Original Message:
Sent: 02-18-2025 12:02
From: James Sanders
Subject: Scheduled Activity Reminders Releases Next Week

Will this work with Salesforce? I am being asked do not know the answer.

------------------------------
James Sanders
Principal Infrastructure Design Engineer

Hi @Brian Jones and @Rhiann Mackenzie. I just tested it and I would expect you to see the early reminder as on the top right on this screenshot. Are you referring to this notification or the yellow one on the bottom right of the screenshot?

------------------------------
Jacou Sarrazin
Sr. Director, Development
Genesys - Employees
------------------------------


Original Message:
Sent: 04-25-2025 17:07
From: Rhiann Mackenzie
Subject: Scheduled Activity Reminders Releases Next Week

@Brian Jones.   We see 'out of adherence reminders' in Salesforce embedded client, but not the early reminders. We have the same experience as you, and when I asked above @Belinda Herrera mentioned it should be working.  @Belinda Herrera can you please confirm whether this has been tested and is working specifically with the Salesforce embedded client? I don't think it is!

FYI @Steve Bugo

------------------------------
Rhiann Mackenzie
Manager, Enterprise Geodata Support


Original Message:
Sent: 04-25-2025 16:45
From: Brian Jones
Subject: Scheduled Activity Reminders Releases Next Week

Before I open a ticket with the Genesys Support team, can anyone on this thread that uses the Salesforce embedded client (not the new CX Cloud for Salesforce version) confirm whether or not the early notifications work for them? The agents are getting the "out of adherence" reminder just fine, but not the early notification.

Just wanted to see if there was some setting/trick we were missing before we invested time with the Care team.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology


Original Message:
Sent: 02-18-2025 12:02
From: James Sanders
Subject: Scheduled Activity Reminders Releases Next Week

Will this work with Salesforce? I am being asked do not know the answer.

------------------------------
James Sanders
Principal Infrastructure Design Engineer

@Jacou Sarrazin From the screenshot that you included, it appears you have both the new Genesys Cloud for Salesforce and the WebRTC embedded client. The early reminder appears to be showing in the browser (top-right) from the new Genesys Cloud for Salesforce client, but the same early reminder notification is clearly not being displayed in the WebRTC embedded client UI (your image lower-right). 

This would seem to indicate that early reminders do not work in the WebRTC embedded client. They only appear to work if you are logged into one of the Genesys Cloud Domain sites, or you are using the new Genesys Cloud for Salesforce client.

Can you confirm if early reminders should appear in the UI of the WebRTC Embedded client in Salesforce?
@Belinda Herrera @Rhiann Mackenzie

------------------------------
Steve Bugo
Manager, Support Operations
------------------------------


Original Message:
Sent: 04-25-2025 17:46
From: Jacou Sarrazin
Subject: Scheduled Activity Reminders Releases Next Week

Hi @Brian Jones and @Rhiann Mackenzie. I just tested it and I would expect you to see the early reminder as on the top right on this screenshot. Are you referring to this notification or the yellow one on the bottom right of the screenshot?

------------------------------
Jacou Sarrazin
Sr. Director, Development
Genesys - Employees


Original Message:
Sent: 04-25-2025 17:07
From: Rhiann Mackenzie
Subject: Scheduled Activity Reminders Releases Next Week

@Brian Jones.   We see 'out of adherence reminders' in Salesforce embedded client, but not the early reminders. We have the same experience as you, and when I asked above @Belinda Herrera mentioned it should be working.  @Belinda Herrera can you please confirm whether this has been tested and is working specifically with the Salesforce embedded client? I don't think it is!

FYI @Steve Bugo

------------------------------
Rhiann Mackenzie
Manager, Enterprise Geodata Support


Original Message:
Sent: 04-25-2025 16:45
From: Brian Jones
Subject: Scheduled Activity Reminders Releases Next Week

Before I open a ticket with the Genesys Support team, can anyone on this thread that uses the Salesforce embedded client (not the new CX Cloud for Salesforce version) confirm whether or not the early notifications work for them? The agents are getting the "out of adherence" reminder just fine, but not the early notification.

Just wanted to see if there was some setting/trick we were missing before we invested time with the Care team.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology


Original Message:
Sent: 02-18-2025 12:02
From: James Sanders
Subject: Scheduled Activity Reminders Releases Next Week

Will this work with Salesforce? I am being asked do not know the answer.

------------------------------
James Sanders
Principal Infrastructure Design Engineer

Good morning @Steve Bugo and @Rhiann Mackenzie - sorry for the confusion. The early reminder was recently added to the CX Cloud from Genesys and Salesforce product which includes some WEM functionalities. However you are correct that the early reminder is not available at the Embedded UI client level. We will need to get back to you about the plan for this specific UI.

------------------------------
Jacou Sarrazin
Sr. Director, Development
Genesys - Employees
------------------------------


Original Message:
Sent: 04-25-2025 19:17
From: Steve Bugo
Subject: Scheduled Activity Reminders Releases Next Week

@Jacou Sarrazin From the screenshot that you included, it appears you have both the new Genesys Cloud for Salesforce and the WebRTC embedded client. The early reminder appears to be showing in the browser (top-right) from the new Genesys Cloud for Salesforce client, but the same early reminder notification is clearly not being displayed in the WebRTC embedded client UI (your image lower-right). 

This would seem to indicate that early reminders do not work in the WebRTC embedded client. They only appear to work if you are logged into one of the Genesys Cloud Domain sites, or you are using the new Genesys Cloud for Salesforce client.

Can you confirm if early reminders should appear in the UI of the WebRTC Embedded client in Salesforce?
@Belinda Herrera @Rhiann Mackenzie

------------------------------
Steve Bugo
Manager, Support Operations


Original Message:
Sent: 04-25-2025 17:46
From: Jacou Sarrazin
Subject: Scheduled Activity Reminders Releases Next Week

Hi @Brian Jones and @Rhiann Mackenzie. I just tested it and I would expect you to see the early reminder as on the top right on this screenshot. Are you referring to this notification or the yellow one on the bottom right of the screenshot?

------------------------------
Jacou Sarrazin
Sr. Director, Development
Genesys - Employees


Original Message:
Sent: 04-25-2025 17:07
From: Rhiann Mackenzie
Subject: Scheduled Activity Reminders Releases Next Week

@Brian Jones.   We see 'out of adherence reminders' in Salesforce embedded client, but not the early reminders. We have the same experience as you, and when I asked above @Belinda Herrera mentioned it should be working.  @Belinda Herrera can you please confirm whether this has been tested and is working specifically with the Salesforce embedded client? I don't think it is!

FYI @Steve Bugo

------------------------------
Rhiann Mackenzie
Manager, Enterprise Geodata Support


Original Message:
Sent: 04-25-2025 16:45
From: Brian Jones
Subject: Scheduled Activity Reminders Releases Next Week

Before I open a ticket with the Genesys Support team, can anyone on this thread that uses the Salesforce embedded client (not the new CX Cloud for Salesforce version) confirm whether or not the early notifications work for them? The agents are getting the "out of adherence" reminder just fine, but not the early notification.

Just wanted to see if there was some setting/trick we were missing before we invested time with the Care team.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology


Original Message:
Sent: 02-18-2025 12:02
From: James Sanders
Subject: Scheduled Activity Reminders Releases Next Week

Will this work with Salesforce? I am being asked do not know the answer.

------------------------------
James Sanders
Principal Infrastructure Design Engineer

Thanks for looking into this @Jacou Sarrazin. Very curious if Dev plans to invest the time necessary to include this in the Embedded Client. In the meantime, would you expect these notifications to work in the WEM Activity view that we can install as a supplement to the Embedded Client?

Also, in either the case of the WEM Activity view you displayed (in the new Salesforce integration) or the one I just mentioned (a supplement to the Embedded Client), will those early reminder & out of adherence notifications make a sound, cause the tab to flash, or pop up on top of other Salesforce screens the agent may be on? Asking because if the agent is required to be on that WEM view in order to get the notification, that may be problematic.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
------------------------------


Original Message:
Sent: 04-26-2025 07:09
From: Jacou Sarrazin
Subject: Scheduled Activity Reminders Releases Next Week

Good morning @Steve Bugo and @Rhiann Mackenzie - sorry for the confusion. The early reminder was recently added to the CX Cloud from Genesys and Salesforce product which includes some WEM functionalities. However you are correct that the early reminder is not available at the Embedded UI client level. We will need to get back to you about the plan for this specific UI.

------------------------------
Jacou Sarrazin
Sr. Director, Development
Genesys - Employees


Original Message:
Sent: 04-25-2025 19:17
From: Steve Bugo
Subject: Scheduled Activity Reminders Releases Next Week

@Jacou Sarrazin From the screenshot that you included, it appears you have both the new Genesys Cloud for Salesforce and the WebRTC embedded client. The early reminder appears to be showing in the browser (top-right) from the new Genesys Cloud for Salesforce client, but the same early reminder notification is clearly not being displayed in the WebRTC embedded client UI (your image lower-right). 

This would seem to indicate that early reminders do not work in the WebRTC embedded client. They only appear to work if you are logged into one of the Genesys Cloud Domain sites, or you are using the new Genesys Cloud for Salesforce client.

Can you confirm if early reminders should appear in the UI of the WebRTC Embedded client in Salesforce?
@Belinda Herrera @Rhiann Mackenzie

------------------------------
Steve Bugo
Manager, Support Operations


Original Message:
Sent: 04-25-2025 17:46
From: Jacou Sarrazin
Subject: Scheduled Activity Reminders Releases Next Week

Hi @Brian Jones and @Rhiann Mackenzie. I just tested it and I would expect you to see the early reminder as on the top right on this screenshot. Are you referring to this notification or the yellow one on the bottom right of the screenshot?

------------------------------
Jacou Sarrazin
Sr. Director, Development
Genesys - Employees


Original Message:
Sent: 04-25-2025 17:07
From: Rhiann Mackenzie
Subject: Scheduled Activity Reminders Releases Next Week

@Brian Jones.   We see 'out of adherence reminders' in Salesforce embedded client, but not the early reminders. We have the same experience as you, and when I asked above @Belinda Herrera mentioned it should be working.  @Belinda Herrera can you please confirm whether this has been tested and is working specifically with the Salesforce embedded client? I don't think it is!

FYI @Steve Bugo

------------------------------
Rhiann Mackenzie
Manager, Enterprise Geodata Support


Original Message:
Sent: 04-25-2025 16:45
From: Brian Jones
Subject: Scheduled Activity Reminders Releases Next Week

Before I open a ticket with the Genesys Support team, can anyone on this thread that uses the Salesforce embedded client (not the new CX Cloud for Salesforce version) confirm whether or not the early notifications work for them? The agents are getting the "out of adherence" reminder just fine, but not the early notification.

Just wanted to see if there was some setting/trick we were missing before we invested time with the Care team.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology


Original Message:
Sent: 02-18-2025 12:02
From: James Sanders
Subject: Scheduled Activity Reminders Releases Next Week

Will this work with Salesforce? I am being asked do not know the answer.

------------------------------
James Sanders
Principal Infrastructure Design Engineer

Yes if enabled, you should be seeing the early reminders in the WEM activity view like in my screenshot above ("You are scheduled to be on queue in 8 minutes").  

------------------------------
Jacou Sarrazin
Sr. Director, Development
Genesys - Employees
------------------------------


Original Message:
Sent: 04-26-2025 07:46
From: Brian Jones
Subject: Scheduled Activity Reminders Releases Next Week

Thanks for looking into this @Jacou Sarrazin. Very curious if Dev plans to invest the time necessary to include this in the Embedded Client. In the meantime, would you expect these notifications to work in the WEM Activity view that we can install as a supplement to the Embedded Client?

Also, in either the case of the WEM Activity view you displayed (in the new Salesforce integration) or the one I just mentioned (a supplement to the Embedded Client), will those early reminder & out of adherence notifications make a sound, cause the tab to flash, or pop up on top of other Salesforce screens the agent may be on? Asking because if the agent is required to be on that WEM view in order to get the notification, that may be problematic.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology


Original Message:
Sent: 04-26-2025 07:09
From: Jacou Sarrazin
Subject: Scheduled Activity Reminders Releases Next Week

Good morning @Steve Bugo and @Rhiann Mackenzie - sorry for the confusion. The early reminder was recently added to the CX Cloud from Genesys and Salesforce product which includes some WEM functionalities. However you are correct that the early reminder is not available at the Embedded UI client level. We will need to get back to you about the plan for this specific UI.

------------------------------
Jacou Sarrazin
Sr. Director, Development
Genesys - Employees


Original Message:
Sent: 04-25-2025 19:17
From: Steve Bugo
Subject: Scheduled Activity Reminders Releases Next Week

@Jacou Sarrazin From the screenshot that you included, it appears you have both the new Genesys Cloud for Salesforce and the WebRTC embedded client. The early reminder appears to be showing in the browser (top-right) from the new Genesys Cloud for Salesforce client, but the same early reminder notification is clearly not being displayed in the WebRTC embedded client UI (your image lower-right). 

This would seem to indicate that early reminders do not work in the WebRTC embedded client. They only appear to work if you are logged into one of the Genesys Cloud Domain sites, or you are using the new Genesys Cloud for Salesforce client.

Can you confirm if early reminders should appear in the UI of the WebRTC Embedded client in Salesforce?
@Belinda Herrera @Rhiann Mackenzie

------------------------------
Steve Bugo
Manager, Support Operations


Original Message:
Sent: 04-25-2025 17:46
From: Jacou Sarrazin
Subject: Scheduled Activity Reminders Releases Next Week

Hi @Brian Jones and @Rhiann Mackenzie. I just tested it and I would expect you to see the early reminder as on the top right on this screenshot. Are you referring to this notification or the yellow one on the bottom right of the screenshot?

------------------------------
Jacou Sarrazin
Sr. Director, Development
Genesys - Employees


Original Message:
Sent: 04-25-2025 17:07
From: Rhiann Mackenzie
Subject: Scheduled Activity Reminders Releases Next Week

@Brian Jones.   We see 'out of adherence reminders' in Salesforce embedded client, but not the early reminders. We have the same experience as you, and when I asked above @Belinda Herrera mentioned it should be working.  @Belinda Herrera can you please confirm whether this has been tested and is working specifically with the Salesforce embedded client? I don't think it is!

FYI @Steve Bugo

------------------------------
Rhiann Mackenzie
Manager, Enterprise Geodata Support


Original Message:
Sent: 04-25-2025 16:45
From: Brian Jones
Subject: Scheduled Activity Reminders Releases Next Week

Before I open a ticket with the Genesys Support team, can anyone on this thread that uses the Salesforce embedded client (not the new CX Cloud for Salesforce version) confirm whether or not the early notifications work for them? The agents are getting the "out of adherence" reminder just fine, but not the early notification.

Just wanted to see if there was some setting/trick we were missing before we invested time with the Care team.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology


Original Message:
Sent: 02-18-2025 12:02
From: James Sanders
Subject: Scheduled Activity Reminders Releases Next Week

Will this work with Salesforce? I am being asked do not know the answer.

------------------------------
James Sanders
Principal Infrastructure Design Engineer

Good morning @Steve Bugo and @Rhiann Mackenzie - sorry for the confusion. The early reminder was recently added to the CX Cloud from Genesys and Salesforce product which includes some WEM functionalities. However you are correct that the early reminder is not available at the Embedded UI client level. We will need to get back to you about the plan for this specific UI.

@Jacou Sarrazin From the screenshot that you included, it appears you have both the new Genesys Cloud for Salesforce and the WebRTC embedded client. The early reminder appears to be showing in the browser (top-right) from the new Genesys Cloud for Salesforce client, but the same early reminder notification is clearly not being displayed in the WebRTC embedded client UI (your image lower-right). 

This would seem to indicate that early reminders do not work in the WebRTC embedded client. They only appear to work if you are logged into one of the Genesys Cloud Domain sites, or you are using the new Genesys Cloud for Salesforce client.

Can you confirm if early reminders should appear in the UI of the WebRTC Embedded client in Salesforce?
@Belinda Herrera @Rhiann Mackenzie

------------------------------
Steve Bugo
Manager, Support Operations


Original Message:
Sent: 04-25-2025 17:46
From: Jacou Sarrazin
Subject: Scheduled Activity Reminders Releases Next Week

Hi @Brian Jones and @Rhiann Mackenzie. I just tested it and I would expect you to see the early reminder as on the top right on this screenshot. Are you referring to this notification or the yellow one on the bottom right of the screenshot?

------------------------------
Jacou Sarrazin
Sr. Director, Development
Genesys - Employees


Original Message:
Sent: 04-25-2025 17:07
From: Rhiann Mackenzie
Subject: Scheduled Activity Reminders Releases Next Week

@Brian Jones.   We see 'out of adherence reminders' in Salesforce embedded client, but not the early reminders. We have the same experience as you, and when I asked above @Belinda Herrera mentioned it should be working.  @Belinda Herrera can you please confirm whether this has been tested and is working specifically with the Salesforce embedded client? I don't think it is!

FYI @Steve Bugo

------------------------------
Rhiann Mackenzie
Manager, Enterprise Geodata Support


Original Message:
Sent: 04-25-2025 16:45
From: Brian Jones
Subject: Scheduled Activity Reminders Releases Next Week

Before I open a ticket with the Genesys Support team, can anyone on this thread that uses the Salesforce embedded client (not the new CX Cloud for Salesforce version) confirm whether or not the early notifications work for them? The agents are getting the "out of adherence" reminder just fine, but not the early notification.

Just wanted to see if there was some setting/trick we were missing before we invested time with the Care team.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology


Original Message:
Sent: 02-18-2025 12:02
From: James Sanders
Subject: Scheduled Activity Reminders Releases Next Week

Will this work with Salesforce? I am being asked do not know the answer.

------------------------------
James Sanders
Principal Infrastructure Design Engineer

Thanks for the clarification @Jacou Sarrazin. We look forward to knowing the plan for the WebRTC Embedded client.
@Rhiann Mackenzie

Good morning @Steve Bugo and @Rhiann Mackenzie - sorry for the confusion. The early reminder was recently added to the CX Cloud from Genesys and Salesforce product which includes some WEM functionalities. However you are correct that the early reminder is not available at the Embedded UI client level. We will need to get back to you about the plan for this specific UI.

@Jacou Sarrazin From the screenshot that you included, it appears you have both the new Genesys Cloud for Salesforce and the WebRTC embedded client. The early reminder appears to be showing in the browser (top-right) from the new Genesys Cloud for Salesforce client, but the same early reminder notification is clearly not being displayed in the WebRTC embedded client UI (your image lower-right). 

This would seem to indicate that early reminders do not work in the WebRTC embedded client. They only appear to work if you are logged into one of the Genesys Cloud Domain sites, or you are using the new Genesys Cloud for Salesforce client.

Can you confirm if early reminders should appear in the UI of the WebRTC Embedded client in Salesforce?
@Belinda Herrera @Rhiann Mackenzie

------------------------------
Steve Bugo
Manager, Support Operations


Original Message:
Sent: 04-25-2025 17:46
From: Jacou Sarrazin
Subject: Scheduled Activity Reminders Releases Next Week

Hi @Brian Jones and @Rhiann Mackenzie. I just tested it and I would expect you to see the early reminder as on the top right on this screenshot. Are you referring to this notification or the yellow one on the bottom right of the screenshot?

------------------------------
Jacou Sarrazin
Sr. Director, Development
Genesys - Employees


Original Message:
Sent: 04-25-2025 17:07
From: Rhiann Mackenzie
Subject: Scheduled Activity Reminders Releases Next Week

@Brian Jones.   We see 'out of adherence reminders' in Salesforce embedded client, but not the early reminders. We have the same experience as you, and when I asked above @Belinda Herrera mentioned it should be working.  @Belinda Herrera can you please confirm whether this has been tested and is working specifically with the Salesforce embedded client? I don't think it is!

FYI @Steve Bugo

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Rhiann Mackenzie
Manager, Enterprise Geodata Support


Original Message:
Sent: 04-25-2025 16:45
From: Brian Jones
Subject: Scheduled Activity Reminders Releases Next Week

Before I open a ticket with the Genesys Support team, can anyone on this thread that uses the Salesforce embedded client (not the new CX Cloud for Salesforce version) confirm whether or not the early notifications work for them? The agents are getting the "out of adherence" reminder just fine, but not the early notification.

Just wanted to see if there was some setting/trick we were missing before we invested time with the Care team.

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Brian T. Jones | Ascension | Senior Specialist - Technology


Original Message:
Sent: 02-18-2025 12:02
From: James Sanders
Subject: Scheduled Activity Reminders Releases Next Week

Will this work with Salesforce? I am being asked do not know the answer.

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James Sanders
Principal Infrastructure Design Engineer

Hello Community,

I just wanted to post a quick update.  We still don't have an estimated timeframe for this but we are actively working with the engineering team that will work on this feature.  I'm hoping to have an update with an estimate of when it might be available by the end of next week.

Thank you,

Thanks for the clarification @Jacou Sarrazin. We look forward to knowing the plan for the WebRTC Embedded client.
@Rhiann Mackenzie

Good morning @Steve Bugo and @Rhiann Mackenzie - sorry for the confusion. The early reminder was recently added to the CX Cloud from Genesys and Salesforce product which includes some WEM functionalities. However you are correct that the early reminder is not available at the Embedded UI client level. We will need to get back to you about the plan for this specific UI.

@Jacou Sarrazin From the screenshot that you included, it appears you have both the new Genesys Cloud for Salesforce and the WebRTC embedded client. The early reminder appears to be showing in the browser (top-right) from the new Genesys Cloud for Salesforce client, but the same early reminder notification is clearly not being displayed in the WebRTC embedded client UI (your image lower-right). 

This would seem to indicate that early reminders do not work in the WebRTC embedded client. They only appear to work if you are logged into one of the Genesys Cloud Domain sites, or you are using the new Genesys Cloud for Salesforce client.

Can you confirm if early reminders should appear in the UI of the WebRTC Embedded client in Salesforce?
@Belinda Herrera @Rhiann Mackenzie

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Steve Bugo
Manager, Support Operations


Original Message:
Sent: 04-25-2025 17:46
From: Jacou Sarrazin
Subject: Scheduled Activity Reminders Releases Next Week

Hi @Brian Jones and @Rhiann Mackenzie. I just tested it and I would expect you to see the early reminder as on the top right on this screenshot. Are you referring to this notification or the yellow one on the bottom right of the screenshot?

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Jacou Sarrazin
Sr. Director, Development
Genesys - Employees


Original Message:
Sent: 04-25-2025 17:07
From: Rhiann Mackenzie
Subject: Scheduled Activity Reminders Releases Next Week

@Brian Jones.   We see 'out of adherence reminders' in Salesforce embedded client, but not the early reminders. We have the same experience as you, and when I asked above @Belinda Herrera mentioned it should be working.  @Belinda Herrera can you please confirm whether this has been tested and is working specifically with the Salesforce embedded client? I don't think it is!

FYI @Steve Bugo

------------------------------
Rhiann Mackenzie
Manager, Enterprise Geodata Support


Original Message:
Sent: 04-25-2025 16:45
From: Brian Jones
Subject: Scheduled Activity Reminders Releases Next Week

Before I open a ticket with the Genesys Support team, can anyone on this thread that uses the Salesforce embedded client (not the new CX Cloud for Salesforce version) confirm whether or not the early notifications work for them? The agents are getting the "out of adherence" reminder just fine, but not the early notification.

Just wanted to see if there was some setting/trick we were missing before we invested time with the Care team.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology


Original Message:
Sent: 02-18-2025 12:02
From: James Sanders
Subject: Scheduled Activity Reminders Releases Next Week

Will this work with Salesforce? I am being asked do not know the answer.

------------------------------
James Sanders
Principal Infrastructure Design Engineer

Thank you Belinda,

My team are enjoying this feature for the most part. 

Something that is annoying for them is that every minute within the countdown they receive a new toast notification and stack on top of each other - is it possible to set an expiry so that one notification vanishes after 60 seconds as the next one appears?

Thank you,

This is a VERY welcomed featured for my team. A pain point we had during our transition from PureConnect to Cloud were the notifications. We do not schedule breaks for our agents, so re-assuring each of them it's OK to take a break while the system is saying they're supposed to be on queue -  became a bit cumbersome. Now that we can prevent this from happening, we no longer need to spend time reassuring our veterans and new comers that it's okay to take their breaks. 

One other note - While learning the system, I put together a Focus Group for Genesys Cloud. This group had a mix of Supervisors, Managers, QA, WFM, and Agents.  Reminders for scheduled activities before the activity's start time was pretty high on our internal wish list. They were quite pleased when I shared this announcement within the department - especially our Agents! Well done!! :)

Our team loves this feature and there was one question on it that we have been unable to figure out. Is there a way for it to provide an audible sound when the reminder goes off? Our agents are sometimes not on the same screen as genesys and are missing the visual indication.

Our team loves this feature and there was one question on it that we have been unable to figure out. Is there a way for it to provide an audible sound when the reminder goes off? Our agents are sometimes not on the same screen as genesys and are missing the visual indication.