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  • 1.  Alert notifications

    Posted 15 days ago
    Hello,
    We want to manage notifications for when our agents are in acw for more than X amount of time.
     
    We have seen the alert configuration, but configuring it this way for each agent (more than 50) is quite tedious and difficult to maintain if you want to make changes, for example, we would want to make an alert at 2 minutes from acw, at 3 and at 4 minutes, this would imply per agent creating 3 alerts.
     
    We have tried doing the configuration through workteam, but the notification is received by all the subscribers in question but not only the affected one.
     
    Is there any way to do it another way?
     
    Thank you.

    #Unsure/Other

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    Adrian Rodriguez
    EOS Spain S.L.
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  • 2.  RE: Alert notifications

    Posted 6 days ago

    We don't have that yet in Alerts, but here is the idea for it:  Include ACW as measurement in Alert Rules | Genesys Cloud Ideas Portal (aha.io)

    Vote and comment on the idea.



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


  • 3.  RE: Alert notifications

    Posted 4 days ago

    When I go to this idea it states the feature already exists.



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    Heather Henderson
    Admiral Group Plc
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    Original Message


  • 4.  RE: Alert notifications
    Best Answer

    GENESYS
    Posted 6 hours ago

    Hey Adrian,

    The Alert rules are set to alert everyone listed within the notification fields when triggered, not the individual agents of the work team.  I believe if you want to notify the individuals when they trigger an alert, you will need to make an individual alert per agent and include the agent in one the notification fields.

    Heather, the agent metric for exceeding ACW on a conversation would be Single conversation total after call work 



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    Samuel Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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