In this video, Rebecca discusses new feature - Real time alerting based on agent’s after call work duration
Supervisors can now receive real time notifications when an agent spends more time in the after call work than a specified duration. This feature enables supervisors to keep track of the agent’s performance. For more information, see Create an alert rule. This feature has no restriction by user or required user to access.
Release notes: https://help.mypurecloud.com/releasenote/june-14-2023/
Presenter: @Rebecca Harper
#TAMStudios #FeatureReview #alerting
00:03:57
Hi Theo,
Since recording this video there has been a release that allows you to alert (in-app alert that is, as email and SMS alerts were previously available) for multple Users (inlcuding Agents if you specify them): in-app notifications
Let me know if that isn't what you meant.
Becky
Does the Queue Alert the agent and Supervisor?
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