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In th is video @Joseph Ian Romero talks about workforce management notifications for process automation triggers.
Administrators can now use workforce management notification topics to configure triggers for process automation in Architect workflows. This update supports topics for adherence, schedule, shift trade, and time-off notifications, allowing users to automate workflows based on changes such as agent adherence updates, schedule modifications, shift trades, and time off requests. For example, when an agent falls out of adherence or submits a time off request, the system generates a notification that can trigger a custom workflow, such as a review or approval process. This flexibility helps organizations create tailored workflows for managing workforce management events and enhances operational efficiency by automating routine processes.
Read more:
Release Notes: https://help.mypurecloud.com/releasenote/october-7-2024/
#TAMStudios #FeatureReview #Triggers #WFM
You can configure the trigger to invoke a webhook integration to send in-app notifications to your agents. Sharing this youtube video (Genesys Process Automation with Event Triggers) on how to set it up for your reference.
Thank you for the demo, these are always helpful. The trigger sends emails, will it also send a notification to Genesys? Our agents are not always checking email. A pop up on the bottom or the screen or in Genesys application would be beneficial. Thank you