Tobias (my son's name as well BTW),
With the current alerting engine, you can email or SMS supervisors (actually individuals) based on queue metrics like wait time.
Find out more here:
About alert administration - Genesys Cloud Resource Center (mypurecloud.com)Unfortunately, it does not look at agent availability.
What you will need is a web service that looks at the queue routing status API and look periodically at the number of available agents or logged-in agents and then send and Email out.
Hopefully the new alerting engine will give us new options. Then the Beta comes out, we will know.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 11-18-2022 07:50
From: Tobias Junghans
Subject: notification email to supervisor if an agent is logged off
Hi,
I checked the discussions but couldn't find a answer to my request and the discussions are really long time ago. So I would ask, whether anybody have a solution for this requirement. Is there a way to notify a supervisor/certain user in Genesys Cloud CX, if an agent from a certain queue is not logged in or if no agent is logged in / OnQueue?
Alert rules are not working from my point of view because so I can only check waiting times and so on but not the agent state. Does anybody has a solution for this requirement?
Thanks and best regards,
Tobias
#QualityManagement
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Tobias Junghans
NTT Germany AG & Co. KG
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