Genesys Cloud - Main

Hi there,

Is it possible to trigger a real time notification if an agent gets a certain amount of calls?

So, if an agent takes 10 calls their manager will be notified in real time? Please let me know how to get this set up if possible!

Hi Caitlyn,

Not sure if that helps you, but you can try to set an alert using the "Alert Rules" feature: https://help.mypurecloud.com/articles/create-alert-rule/

Each manager can set their own rules for the agents under them, and they will be notified (in app, by email or SMS) when the condition is met.

I'm just not sure if you can set up the rule that you want.

When you say "10 calls", do you mean at once? (I would think not), or in total for the day?

If that's "total" I believe you can use the "Handle" or the "Connection" metric, not sure which would work best for your case.

Hi there,

Is it possible to trigger a real time notification if an agent gets a certain amount of calls?

So, if an agent takes 10 calls their manager will be notified in real time? Please let me know how to get this set up if possible!

Hi Caitlyn,

Not sure if that helps you, but you can try to set an alert using the "Alert Rules" feature: https://help.mypurecloud.com/articles/create-alert-rule/

Each manager can set their own rules for the agents under them, and they will be notified (in app, by email or SMS) when the condition is met.

I'm just not sure if you can set up the rule that you want.

When you say "10 calls", do you mean at once? (I would think not), or in total for the day?

If that's "total" I believe you can use the "Handle" or the "Connection" metric, not sure which would work best for your case.

Hi there,

Is it possible to trigger a real time notification if an agent gets a certain amount of calls?

So, if an agent takes 10 calls their manager will be notified in real time? Please let me know how to get this set up if possible!

Hi Marcello, 

Interested in your response. What is the difference between 'alert rules' and 'process automation triggers?' 

Process automation triggers with topics, sentiment, and empathy - Genesys Cloud Resource Center

Cheers,

Hi Caitlyn,

Not sure if that helps you, but you can try to set an alert using the "Alert Rules" feature: https://help.mypurecloud.com/articles/create-alert-rule/

Each manager can set their own rules for the agents under them, and they will be notified (in app, by email or SMS) when the condition is met.

I'm just not sure if you can set up the rule that you want.

When you say "10 calls", do you mean at once? (I would think not), or in total for the day?

If that's "total" I believe you can use the "Handle" or the "Connection" metric, not sure which would work best for your case.

Hi there,

Is it possible to trigger a real time notification if an agent gets a certain amount of calls?

So, if an agent takes 10 calls their manager will be notified in real time? Please let me know how to get this set up if possible!

Hi Deepa,

Well, alerts are way simpler than triggers.

Alerts can be set by "anyone" (with the appropriate permissions), and are a little more personal.. Like a supervisor just wanting to know about a specific metric regarding someone on their team, etc... And what it does is simply notify/alert the owner of the Alert when the condition is met, it doesn't do anything else.

--------

Now, regarding triggers, when their condition are met, an Workflow is executed. In that Workflow you are basically limitless to do whatever you want (Run as many APIs and other actions as you need to achieve a goal)

--------

So just to give an example.

With an Alert Rule, the supervisor will simply be notified (In App, by email or SMS) and know that one of their agents did something, or one of their queues reach some threshold for a metric, etc. It's simply a notification, and it's a feature more related to reportings.

While a Trigger, when reaching a condition, could run an API to update some database, then it could also send an email to the customer letting them know about something, and then it could do many other actions, as needed, etc.

Hi Marcello, 

Interested in your response. What is the difference between 'alert rules' and 'process automation triggers?' 

Process automation triggers with topics, sentiment, and empathy - Genesys Cloud Resource Center

Cheers,

Hi Caitlyn,

Not sure if that helps you, but you can try to set an alert using the "Alert Rules" feature: https://help.mypurecloud.com/articles/create-alert-rule/

Each manager can set their own rules for the agents under them, and they will be notified (in app, by email or SMS) when the condition is met.

I'm just not sure if you can set up the rule that you want.

When you say "10 calls", do you mean at once? (I would think not), or in total for the day?

If that's "total" I believe you can use the "Handle" or the "Connection" metric, not sure which would work best for your case.

Hi there,

Is it possible to trigger a real time notification if an agent gets a certain amount of calls?

So, if an agent takes 10 calls their manager will be notified in real time? Please let me know how to get this set up if possible!