This is a cool solution, that keeps everything "in-house", however it suffers from the drawback that the alert goes out based on an incoming interaction, not when the agent could drops to zero.
This may, or may not, be an issue, but if you need Supervisors to be informed as soon as the issue arises, you have a problem.(Do you want that interaction waiting while the Supervisor takes the necessary remedial action?)
One solution, that would also be "in-house" would be to do the check as a part of all incoming interactions (for all queues) even if the interaction in question doesn't need the queue (you could use a Common Module and insert it at the start of every flow). This would work as long as there is a steady flow of interactions to at least one flow.
Alternatively, you could create a small webservice / app that monitors the agents on queue using the API and sends the necessary notifications (either using Genesys Cloud, or directly by a different channel.)
HTH
------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------
Original Message:
Sent: 11-29-2022 16:33
From: Blair Wilkinson
Subject: Alert Notification No Agents On Queue
Hello Mike and Muhammad
We have used data actions via inbound flow to check agent on-queue status and if no agents logged in or on-queue then use agentless sms to send alert to defined mobile number/s. Likely can also do this using agentless email but have not set this up as yet.
Naturally this is an interaction based check in the flow and does not address periodic checking, however likely that could be done programmatically if you have Dev resources...
------------------------------
Thanks and regards
Blair Wilkinson
CVT Global Enablement
Original Message:
Sent: 06-18-2021 22:54
From: Muhammad Zubair
Subject: Alert Notification No Agents On Queue
I am looking similar kind of solution , we are 24/7 and if no agent is logged-in to Queue , is there anyway to get notify supervisor using email or call or SMS ?
Using data action I get the queue status , just thinking if we create policy or pre call rule to check always queue status.
or always check the status of queue and if there is no-agent available into queue , run a outbound campaign, but not sure how it is going to work.
------------------------------
Muhammad Zubair
Alberta Health Services
Original Message:
Sent: 03-24-2021 11:53
From: Mike Baldwin
Subject: Alert Notification No Agents On Queue
Is there a way to set an Alert notification when a queue does not have anyone "On Queue"? Example a queue that is 24/7, if no one is On Queue then alert goes out to supervisors.
I have looked at the Queue variables with threshold metrics and do not see what is needed. Is it possible to create a custom Queue variable for "On Queue" and test that metric?
Thank you.
#Unsure/Other
------------------------------
Mike Baldwin
CenturyLink
------------------------------