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Upcoming Beta: Alerts with contextual information

  • 1.  Upcoming Beta: Alerts with contextual information

    GENESYS
    Posted 03-07-2024 12:41

    Genesys Cloud Analytics team is pleased to announce the upcoming beta feature that enables real-time alerting with contextual information.


    This feature provides supervisors contextual information within alerts providing them with quick access to the interaction, queue and agent information to do the root cause analysis and take corrective action.


    With this feature, single-conversation based alerts will include information about the agent and queue along with the ability to launch directly into the interaction details view. Presence-based alerts will include the agent's name and team name if the alert rule is defined at the work team level.

    Additionally, this release will include the feature that enables efficient alerts management with the ability to mark all alerts as read or unread and delete them in one operation.

    We are targeting early April 2024 for the beta release and we are planning to run this beta for 4 weeks before the release for general availability (GA).

    If your organization frequently uses Genesys Cloud's real-time alerting capability, and you'd like to see actionable alert links, we are inviting you to sign-up for this feature. Your early feedback would be of great value to us to validate and improve this feature.

    If you are interested, please sign-up using this link:

    Alerts with contextual information - Beta Sign-up

    Thanks,


    #BetaAnnouncement
    #NowRecruiting

    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------


  • 2.  RE: Upcoming Beta: Alerts with contextual information

    Posted 03-08-2024 13:42

    Will this include customization of the notifications sent out by Email or SMS?  What we get now is totally useless and really just tells supervisors to log in and search for the issue.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Upcoming Beta: Alerts with contextual information

    GENESYS
    Posted 03-11-2024 11:21

    Hi @Robert Wakefield-Carl - this feature will include IDs related to queues/agents in Emails. In-app notifications will have queue/agent names but the names will  not be in emails. We aren't sure of the privacy implications, therefore we are going to include only IDs in emails and IDs should help pull up the necessary information in Genesys Cloud.

    SMS's will not have this information as the IDs are too long.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 4.  RE: Upcoming Beta: Alerts with contextual information

    Posted 03-11-2024 12:38

    Thanks for the info.  Will there be a clickable link into the queue or agent?  What about the desktop alert - will that be clickable with context?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Upcoming Beta: Alerts with contextual information

    GENESYS