The trigger runs for all users in the org based on the topic 'v2.users.{id}.activity' - then we use a data table containing user IDs and parameters around how much time per status before we alert, and the workflow that is triggered uses this table to determine if processing continues, how long to wait, and then it does an API call to check the user's status after the allotted time and sends an alert to a Slack webhook if necessary.
For long-call alerts we use the topic 'v2.detail.events.conversation.{id}.user.start' and do something similar, with a data table outlining which queue is valid for alert and how long is considered a long call in need of supervisor assistance. The workflow uses the table to filter down by queue, and then runs a data action to see if the call is still in progress after the allotted time, then sends the alert out if so.
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Brad Murlin
Zillow, Inc.
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Original Message:
Sent: 01-18-2024 17:04
From: Phaneendra Avatapalli
Subject: Win of the day- Genesys Alerts
Hi Brad,
Thank you for your reply that is great to hear, can you please let me know the following:
- Can triggers be created on individual users or only queue level?
- Is there a limit on how many triggers we can create in one account?
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Phaneendra Avatapalli
Monash University
Original Message:
Sent: 01-18-2024 12:38
From: Brad Murlin
Subject: Win of the day- Genesys Alerts
We used this setup initially, it is definitely a win and better than asking 30 supervisors and WFM analysts to go and create their own alerts, but we did not like how Slack displays the incoming email as well as the format of the email from Genesys so we did some magic with the recently released Triggers capability and a workflow in Architect that tracks how long a user is in X status and then it sends a customized Slack message using a webhook, allowing us to use infinite channels, emoji, and at-here callouts.
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Brad Murlin
Zillow, Inc.
Original Message:
Sent: 01-11-2024 19:35
From: Phaneendra Avatapalli
Subject: Win of the day- Genesys Alerts
Win of the day
We've achieved successful activation of "Alert Rules" in Genesys, ensuring notifications for user-defined threshold limits are issued. The integration of alerts into Slack has significantly improved communication efficiency across our team.
This real-time information is now under the vigilant watch by supervisors. They can swiftly connect with the agents to offer assistance or guidance during calls. This streamlined communication process establishes a proactive and supportive environment.
#API/Integrations
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Phaneendra Avatapalli
Monash University
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