Genesys Cloud - Main

Hi,

we're wondering if there's an option to generate a Windows alert (near the time/date) for an incoming alert. Something like this should be possible because when I make a change in a queue a system message from Chrome pop ups saying that the queue is succesfully saved.

Does anyone have a suggestion? Love to hear from you,

regards Gregyor

Hi,

Yes, it's possible to get a windows notification alert for an incoming ACD interaction.

The users have to make sure the following:

1. Enable desktop notification in Genesys (Click on profile pic -> Preferences -> Check "Allow Pop-up Notifications" 
2. Enable notifications from Genesys in browser
3. Enable notifications in windows system setting

Thanks and Regards,

Hi,

we're wondering if there's an option to generate a Windows alert (near the time/date) for an incoming alert. Something like this should be possible because when I make a change in a queue a system message from Chrome pop ups saying that the queue is succesfully saved.

Does anyone have a suggestion? Love to hear from you,

regards Gregyor

Hi,

thank you for answering, I see that I wasn't clear in my request.

I need the information of the incoming interaction in that notification. Like the used skill or queue information, this helps the agent preparing for the call. They do not always have the browser page open.

regards 

Hi,

Yes, it's possible to get a windows notification alert for an incoming ACD interaction.

The users have to make sure the following:

1. Enable desktop notification in Genesys (Click on profile pic -> Preferences -> Check "Allow Pop-up Notifications" 
2. Enable notifications from Genesys in browser
3. Enable notifications in windows system setting

Thanks and Regards,

Hi,

we're wondering if there's an option to generate a Windows alert (near the time/date) for an incoming alert. Something like this should be possible because when I make a change in a queue a system message from Chrome pop ups saying that the queue is succesfully saved.

Does anyone have a suggestion? Love to hear from you,

regards Gregyor

Some extra input, I mean a pop up like shown below.

As you can see it's a Chrome pop-up and it gives details about the queue and what the result was.

Hi,

thank you for answering, I see that I wasn't clear in my request.

I need the information of the incoming interaction in that notification. Like the used skill or queue information, this helps the agent preparing for the call. They do not always have the browser page open.

regards 

Hi,

Yes, it's possible to get a windows notification alert for an incoming ACD interaction.

The users have to make sure the following:

1. Enable desktop notification in Genesys (Click on profile pic -> Preferences -> Check "Allow Pop-up Notifications" 
2. Enable notifications from Genesys in browser
3. Enable notifications in windows system setting

Thanks and Regards,

Hi,

we're wondering if there's an option to generate a Windows alert (near the time/date) for an incoming alert. Something like this should be possible because when I make a change in a queue a system message from Chrome pop ups saying that the queue is succesfully saved.

Does anyone have a suggestion? Love to hear from you,

regards Gregyor

Hi,

Understood your request now. I believe there's no out-of-the-box setting available to make this happen (worth a look for other customization feasibilities).

I've did a quick check on the ideas portal and I found some similar ideas in-line with your ask.

https://genesyscloud.ideas.aha.io/ideas/DIG-I-788

https://genesyscloud.ideas.aha.io/ideas/DIG-I-813

Thanks and Regards,

Some extra input, I mean a pop up like shown below.

As you can see it's a Chrome pop-up and it gives details about the queue and what the result was.

Hi,

thank you for answering, I see that I wasn't clear in my request.

I need the information of the incoming interaction in that notification. Like the used skill or queue information, this helps the agent preparing for the call. They do not always have the browser page open.

regards 

Hi,

Yes, it's possible to get a windows notification alert for an incoming ACD interaction.

The users have to make sure the following:

1. Enable desktop notification in Genesys (Click on profile pic -> Preferences -> Check "Allow Pop-up Notifications" 
2. Enable notifications from Genesys in browser
3. Enable notifications in windows system setting

Thanks and Regards,

Hi,

we're wondering if there's an option to generate a Windows alert (near the time/date) for an incoming alert. Something like this should be possible because when I make a change in a queue a system message from Chrome pop ups saying that the queue is succesfully saved.

Does anyone have a suggestion? Love to hear from you,

regards Gregyor

Some extra input, I mean a pop up like shown below.

As you can see it's a Chrome pop-up and it gives details about the queue and what the result was.

------------------------------
Gregyor Visser
Stater Nederland B.V.

Original Message:
Sent: 01-15-2024 00:58
From: Gregyor Visser
Subject: Windows alert for incoming interactions

Hi,

thank you for answering, I see that I wasn't clear in my request.

I need the information of the incoming interaction in that notification. Like the used skill or queue information, this helps the agent preparing for the call. They do not always have the browser page open.

regards 

------------------------------
Gregyor Visser
Stater Nederland B.V.

Original Message:
Sent: 01-14-2024 21:10
From: Sriram L
Subject: Windows alert for incoming interactions

Hi,

Yes, it's possible to get a windows notification alert for an incoming ACD interaction.

The users have to make sure the following:

1. Enable desktop notification in Genesys (Click on profile pic -> Preferences -> Check "Allow Pop-up Notifications" 
2. Enable notifications from Genesys in browser
3. Enable notifications in windows system setting

Thanks and Regards,

------------------------------
Sriram L

Original Message:
Sent: 01-12-2024 01:23
From: Gregyor Visser
Subject: Windows alert for incoming interactions

Hi,

we're wondering if there's an option to generate a Windows alert (near the time/date) for an incoming alert. Something like this should be possible because when I make a change in a queue a system message from Chrome pop ups saying that the queue is succesfully saved.

Does anyone have a suggestion? Love to hear from you,

regards Gregyor

#Telephony

------------------------------
Gregyor Visser
Stater Nederland B.V.
------------------------------

Hi Gregyor,

Yes you can have some details on the windows popup.

Lets say you want the queue name displayed. In your inbound script add a new variable called QueueName.

Create a new Custom Action (if you dont have any yet) and add a Scripter.Alert. On the Alert configuration type something to display and the variable queuename: Incoming Call: {{QueueName}}

Now, on Architect, go to the flow that uses your script, you probably have a Set Agent Script (if you dont, you have to create it) and you now have a new variable to fill in (the one you just created on your script). Fill in that new script variable with a flow variable and publish. when a new call arrives you should have a new windows popup with the information you want.

------------------------------
Jorge Baptista
Europ Assistance S.A. – Sucursal em Portugal

Original Message:
Sent: 01-16-2024 02:25
From: Gregyor Visser
Subject: Windows alert for incoming interactions

Some extra input, I mean a pop up like shown below.

As you can see it's a Chrome pop-up and it gives details about the queue and what the result was.

------------------------------
Gregyor Visser
Stater Nederland B.V.

Original Message:
Sent: 01-15-2024 00:58
From: Gregyor Visser
Subject: Windows alert for incoming interactions

Hi,

thank you for answering, I see that I wasn't clear in my request.

I need the information of the incoming interaction in that notification. Like the used skill or queue information, this helps the agent preparing for the call. They do not always have the browser page open.

regards 

------------------------------
Gregyor Visser
Stater Nederland B.V.

Original Message:
Sent: 01-14-2024 21:10
From: Sriram L
Subject: Windows alert for incoming interactions

Hi,

Yes, it's possible to get a windows notification alert for an incoming ACD interaction.

The users have to make sure the following:

1. Enable desktop notification in Genesys (Click on profile pic -> Preferences -> Check "Allow Pop-up Notifications" 
2. Enable notifications from Genesys in browser
3. Enable notifications in windows system setting

Thanks and Regards,

------------------------------
Sriram L

Original Message:
Sent: 01-12-2024 01:23
From: Gregyor Visser
Subject: Windows alert for incoming interactions

Hi,

we're wondering if there's an option to generate a Windows alert (near the time/date) for an incoming alert. Something like this should be possible because when I make a change in a queue a system message from Chrome pop ups saying that the queue is succesfully saved.

Does anyone have a suggestion? Love to hear from you,

regards Gregyor

#Telephony

------------------------------
Gregyor Visser
Stater Nederland B.V.
------------------------------