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  • 1.  Alerting for Secondary Status/positive adherence

    Posted 11-25-2024 07:27
    No replies, thread closed.

    Hi,

    We are wanting to alert managers when an advisor isn't in a secondary status when they're supposed to be. We have some off queue work that advisors need to do per day but they often forget and remain on queue. Is there anyway of setting up an alert to flag to managers when an advisor is on queue when they're supposed to be off queue but only for a specific secondary status (we're not bothered about someone being late for lunch/break as we know they will take that lol)?

    Thanks

    James


    #Reporting/Analytics
    #Unsure/Other

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    James Learmonth
    NA
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  • 2.  RE: Alerting for Secondary Status/positive adherence
    Best Answer

    Posted 11-25-2024 07:39
    No replies, thread closed.

    Hi James,

    Its not currently possible to alert based on your use case, but there is already an idea on the Genesys Cloud Product Ideas Lab:  Performance Alert Rules creation based on Sub-Status.

    I would recommend voting for the idea and adding your use case so that it can be considered for future development.



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


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