Hi Gina,
Are you able to chat/message within your genesys cloud org between agents and groups of agents today? Similar to the image below?
Genesys is roles and permissioned platform and I think you do not have that permission. Some companies have made the decision not to use Genesys Cloud Chat and use enterprise platforms like Slack or Teams.
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Steve Alix
EDCi
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Original Message:
Sent: 06-06-2023 12:54
From: Gina Palmer
Subject: Ability to message/alert/chat with agents when monitoring Real-Time activity
Hi Shannon!
I don't see the option to start a chat. I only see Call and Email,
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Gina Palmer
Papa, Inc.
Original Message:
Sent: 05-30-2023 18:05
From: Shannon Hellner
Subject: Ability to message/alert/chat with agents when monitoring Real-Time activity
Hi Gina, I don't think there is an automated way to do this, but if you are monitoring in Queue Activity and you click on the agent's name, it will open a new tab with Agent Performance. In the top left where their name is you can click to open their contact card and start a chat through Genesys there.
I can't see your image so not sure if that answered your question. I don't think anything like this can be done in RTA unfortunately.
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Shannon Hellner
Paycor, Inc.
Original Message:
Sent: 05-23-2023 11:05
From: Gina Palmer
Subject: Ability to message/alert/chat with agents when monitoring Real-Time activity
Is there a way to manually alert/send a pop-up message to an agent based on this view (or any view in Genesys Cloud CX)? For example, if we are watching this view and see something concerning and wantto reach out to an agent, is there somewhere that I can send them a chat type message?
#Workforce Engagement Management
#WorkforceManagement
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Gina Palmer
Papa, Inc.
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