Hi Nurul,
In the "Analytics" section of this roadmap Genesys Roadmap, the feature "Alerts: Analytics - New Alerting Service & UI" is the feature associated with https://genesyscloud.ideas.aha.io/ideas/ANLS-I-680
As Jan Nico mentioned above, the feature is slated for early 2023 release, currently targeted for Jan 2023 but we are also going to release the beta version of it soon.
The ability to trigger alerts based on a threshold for number of waiting calls is next in the roadmap. The idea for that is https://genesyscloud.aha.io/ideas/ideas/ANLS-I-681
Thanks,
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Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX
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Original Message:
Sent: 11-11-2022 12:00
From: Nurul Husain
Subject: Pop-up alert issue in supervisor reporting tool
Appreciate Jan for sharing the update for the audio alert feature in the roadmap, is there reference link to know the released feature, and to check after Jan 2023 ?
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Nurul Husain
Accenture LLP
Original Message:
Sent: 11-11-2022 07:18
From: Jan Nico Feliciano
Subject: Pop-up alert issue in supervisor reporting tool
Thank you for clarifying, Nurul. We are close to releasing enhancements on the Alerts feature that showcases new metrics as well as triggering when thresholds are met, among other improvements. Tracked against the below idea and eyed for release at the end of the current quarter (late January 2023).
https://genesyscloud.ideas.aha.io/ideas/ANLS-I-680
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Nico Feliciano
Genesys - Employees
Original Message:
Sent: 11-10-2022 15:49
From: Nurul Husain
Subject: Pop-up alert issue in supervisor reporting tool
Thanks for the update, we are looking for a feature of audio alerting based on the threshold setting of call waiting in the queue.
This kind of audio alerts helps supervisor to manage quickly for multiskilling agent.
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Original Message:
Sent: 11/10/2022 1:31:00 PM
From: Jan Nico Feliciano
Subject: RE: Pop-up alert issue in supervisor reporting tool
Hello Nurul,
If I understood your inquiry correctly, you're looking for a way to turn off the on-screen notifications brought about by an alert. Unfortunately, there is no way to opt out of the on-screen notifications. I am curious how the on-screen notifications impact your operations - is it blocking a certain view on the browser or desktop?
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Nico Feliciano
Genesys - Employees
Original Message:
Sent: 11-08-2022 11:39
From: Nurul Husain
Subject: Pop-up alert issue in supervisor reporting tool
Required an alert to be pop-up in supervisor reporting while the queue status crossed the threshold setting limit.
Supervisors are facing issue of screen pop-up alerting the functionality for the call waiting in the queue for inbound call.
Supervisor set the threshold for alerting whenever the threshold cross the limit of call waiting in the queue.
#Reporting/Analytics
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Nurul Husain
Accenture LLP
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