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  • 1.  ACW Live Counter / Warning

    Posted 05-18-2023 02:05
    No replies, thread closed.

    Hi GC Community!

    We are wanting to monitor agents ACW time and have a warning when they reach a certain time so our Real Time Desk analyst can intervein if required.

    Do you know of a way this can be done, perhaps via a dashboard?  (Aware that dashboards have warnings for other things).

    Look forward to hearing of any ideas.


    #Unsure/Other

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    Emma Budgen
    Australian Unity Group Services Pty Ltd
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  • 2.  RE: ACW Live Counter / Warning

    Posted 05-21-2023 23:24
    Edited by Robert Wakefield-Carl 05-21-2023 23:26
    No replies, thread closed.

    Not really.  You can have an alarm when they are in a particular status, but ACW is not really one of those.  I guess you could do this with a notification web service on the queue or the agents.  
    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: ACW Live Counter / Warning

    Posted 05-24-2023 18:51
    No replies, thread closed.

    Hi Robert,

    Thanks for your response.

    I found that you can set up an Alert / Rule which notifies you with a pop-up / email / sms:

    Work with alerts - Genesys Cloud Resource Center (mypurecloud.com)

    Was this what you meant by notification web service?



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    Emma Budgen
    Australian Unity Group Services Pty Ltd
    ------------------------------

    Original Message


  • 4.  RE: ACW Live Counter / Warning

    Posted 05-24-2023 18:58
    No replies, thread closed.

    You can use that IF you can find the queue or user metric that will meet your needs.  I was talking about this:  Overview (genesys.cloud), but a developer would be needed to implement this. 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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