Genesys Cloud - Main

Hi, 

We have the following scenario.

We have 55 agents and 2 queuees (A and B)

We want to alert our agents when their acw time goes up to XXX it depends the queue, 1,5 min for queue A and 2,5 min for queue B.

With alert rules, we can manage one of the alerts but no both, because genesys has a limit to 100 alert rules per user.

So, we created a trigger and a workflow flow, to make the logic for the queues, in this flow we only can manage send email but no send alert (built in alert)

We tried to create a data action to send a message like chat but no is possible with this way.

Someone can help my with any suggestion?

BR. 

Hi, 

We have the following scenario.

We have 55 agents and 2 queuees (A and B)

We want to alert our agents when their acw time goes up to XXX it depends the queue, 1,5 min for queue A and 2,5 min for queue B.

With alert rules, we can manage one of the alerts but no both, because genesys has a limit to 100 alert rules per user.

So, we created a trigger and a workflow flow, to make the logic for the queues, in this flow we only can manage send email but no send alert (built in alert)

We tried to create a data action to send a message like chat but no is possible with this way.

Someone can help my with any suggestion?

BR. 

Hi Adrian,

to make a long story short: You can use Alerts to trigger e-mail-flows. In that flows you can call every API you want via data action. And you can create a logic in that flow to check the parameters you mentioned.
I use an e-mail-flow that distributes alert-emails to users depending on certain circumstances. It works pretty well. Only problem is, that you will have to put every  user as an recipient for the forwarding of the alert-email. Depending on the sizes of your teams thats maybe no acceptable.

Hi, 

We have the following scenario.

We have 55 agents and 2 queuees (A and B)

We want to alert our agents when their acw time goes up to XXX it depends the queue, 1,5 min for queue A and 2,5 min for queue B.

With alert rules, we can manage one of the alerts but no both, because genesys has a limit to 100 alert rules per user.

So, we created a trigger and a workflow flow, to make the logic for the queues, in this flow we only can manage send email but no send alert (built in alert)

We tried to create a data action to send a message like chat but no is possible with this way.

Someone can help my with any suggestion?

BR. 

Hi Christoph,

I have a workflow wich is triggered by notification topic (v2.detail.events.conversation.{id}.acw) in this flow i made the logic, to obtain the queue and de wrapup duration.
In this flow i can use a native send notification (email) but i want to use alerts in app, like alert rules and i think that is not posible. 

So i tried to make a data action to send message (like chat) to the specific agent, but as far i know, this is not possible, i mean make that data action with these endpoint, because you need to manage the authentication. 



Thanks for your time

Hi Adrian,

to make a long story short: You can use Alerts to trigger e-mail-flows. In that flows you can call every API you want via data action. And you can create a logic in that flow to check the parameters you mentioned.
I use an e-mail-flow that distributes alert-emails to users depending on certain circumstances. It works pretty well. Only problem is, that you will have to put every  user as an recipient for the forwarding of the alert-email. Depending on the sizes of your teams thats maybe no acceptable.

Hi, 

We have the following scenario.

We have 55 agents and 2 queuees (A and B)

We want to alert our agents when their acw time goes up to XXX it depends the queue, 1,5 min for queue A and 2,5 min for queue B.

With alert rules, we can manage one of the alerts but no both, because genesys has a limit to 100 alert rules per user.

So, we created a trigger and a workflow flow, to make the logic for the queues, in this flow we only can manage send email but no send alert (built in alert)

We tried to create a data action to send a message like chat but no is possible with this way.

Someone can help my with any suggestion?

BR. 

Hi, 

We have the following scenario.

We have 55 agents and 2 queuees (A and B)

We want to alert our agents when their acw time goes up to XXX it depends the queue, 1,5 min for queue A and 2,5 min for queue B.

With alert rules, we can manage one of the alerts but no both, because genesys has a limit to 100 alert rules per user.

So, we created a trigger and a workflow flow, to make the logic for the queues, in this flow we only can manage send email but no send alert (built in alert)

We tried to create a data action to send a message like chat but no is possible with this way.

Someone can help my with any suggestion?

BR. 

Hi, 

We have the following scenario.

We have 55 agents and 2 queuees (A and B)

We want to alert our agents when their acw time goes up to XXX it depends the queue, 1,5 min for queue A and 2,5 min for queue B.

With alert rules, we can manage one of the alerts but no both, because genesys has a limit to 100 alert rules per user.

So, we created a trigger and a workflow flow, to make the logic for the queues, in this flow we only can manage send email but no send alert (built in alert)

We tried to create a data action to send a message like chat but no is possible with this way.

Someone can help my with any suggestion?

BR. 

Hi,

About send a message like chat, if you are interested in test this option, could be an option and see if it suits you. The option is mentioned at devolper portal: https://developer.genesys.cloud/forum/t/debug-tool-for-callflows-is-there-one-or-does-anyone-have-a-good-trick/16084/3 by @Matt_McPhee. The trick is to add to your organization the integration "Generic Chat Notifications", https://help.mypurecloud.com/articles/set-up-an-integration-using-the-generic-webhook/. Then  you can from Architect through a data action sent messages to a chat group.

Resuming:

1. Create a group
2. Add integration Generic Chat Notifications
3. Set according the expected message, the target, example if the message start with log sent the message to the group A.
4. Create a data action sent message to the chat integration and test it.
5. Add the data action to your workflow

Regards,

SG

Hi, 

We have the following scenario.

We have 55 agents and 2 queuees (A and B)

We want to alert our agents when their acw time goes up to XXX it depends the queue, 1,5 min for queue A and 2,5 min for queue B.

With alert rules, we can manage one of the alerts but no both, because genesys has a limit to 100 alert rules per user.

So, we created a trigger and a workflow flow, to make the logic for the queues, in this flow we only can manage send email but no send alert (built in alert)

We tried to create a data action to send a message like chat but no is possible with this way.

Someone can help my with any suggestion?

BR.