Genesys Cloud - Main

In this video, Rebecca discusses two new features.

Introducing improved alerting 

Supervisors can now use the enhanced and improved alerting functionality to better manage day to day operations. The improved process includes a refreshed user interface; new real time dashboard metrics; the ability to receive alerts in real time when a threshold is not met, rather than at the end of the day; and SMS, email, and toast message improvements to include actionable data and links to detailed reports where applicable. For more information, see Work with alerts. This feature has no restriction by user or required user to access.

Real-time alerting for waiting interactions

Supervisors can now receive real time notifications when too many interactions wait in a given queue. This feature enables supervisors to set an alert for the number of waiting interactions in the queue and then determine how to respond; for example, assign additional members to the queue. For more information, see Create an alert rule. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Release notes: https://help.mypurecloud.com/releasenote/june-7-2023/

Presenter: @Rebecca Harper 

#TAMStudios #FeatureReview #Alert 

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