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  • 1.  Setting up an SMS conversation

    Posted 9 days ago

    I have a VP that want to send an SMS text to an SMS number and retrieve stats on a few queues. This is mainly to use if he is alerted about a problem he want to see the calls in waiting in queue, agents interacting and idle agent. Anyone know how this can be down without a bot? It's just that the bot adds more complexity to the project.


    #ArchitectureandDesign
    #Reporting/Analytics

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    Doug Stephens
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  • 2.  RE: Setting up an SMS conversation

    Posted 9 days ago

    Hi Doug,

    I'm not sure about sending a text to retrieve stats, but you could use Alert notifications when thresholds are exceeded to send an SMS: Work with alerts

    e.g. you could send an SMS to the VP when greater than X calls are waiting in a specified queue using this.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Setting up an SMS conversation

    Posted 9 days ago

    Would your VP be interested in the Insights app?

    https://help.mypurecloud.com/articles/faqs-insights-for-ios/

    https://help.mypurecloud.com/articles/faqs-insights-for-android/



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    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
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    Original Message


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