Access to contact centers must be configured by an administrator in Genesys Configuration Manager. Data relating to or depending on contact centers to which users have no permissions will not be displayed. Manual alerts allow for the distribution of information to Advisor users. These manual alerts are useful for quickly disseminating information to the field through the dashboard. The Alerts page allows you to add an alert message manually. The alerts display, based on the users’ viewing rights, in the carousel and the Alerts pane in the Map pane of CCAdv and WA. The following screenshot shows the Alerts page.
There are two types of manual alerts:
- Business alerts (B)
- Technical alerts (T)
There are two alert severities:
- 1 (critical - red)
- 2 (warning - yellow)
If both an agent group contact center and a network contact center are selected for the manual alert, two alerts display on the map; that is, if the network contact center has latitude and longitude coordinates. If both an agent group contact center and a network contact center are selected for the manual alert, the network contact center alert and the agent group contact center alert display in the Alerts panel. If only an agent group contact center is selected, the agent group contact center alert displays in the Alerts panel.