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Notifying About Change to Skill or Status

You can notify people after changes are accepted and implemented on the Genesys operational system.

To notify about a change:

  1. Select an agent or agents from the Resource Management window.
  2. Do one of the following:
    • Update information under Manage Skills, and then click Apply.
    • Select Logged Out from the Manage Status drop-down list and then click Apply to log out the selected agent(s).
  3. If prompted, you can choose to show the agent(s) affected by your changes.
  4. For the notification message, either:
    • Select an existing notification template from the Select Template list (the message details appear). You can edit them, but you cannot save these changes.
    • Create a notification message by typing a template name in the Create Template field. If the Notification dialog box offers you the option, and you would like to save the notification template for future use, select the Save New Template check box.
  5. To send the notification to the affected agents, select the Notify Affected Agents check box.
  6. To send a notification to people on a list, select the Notify Lists check box and select the lists. The people that are members of a notification list can be anyone: agents, their supervisors, and so on. You can add an optional message for those on the notification lists.
  7. Click Submit.
  8. The notification is sent to agents who have e-mail addresses. Agents without e-mail addresses do not get notifications – the Resource Management Console (RMC) does not display an error in these cases.
    • If the system encounters an e-mail address to which a message cannot be sent because the address is incorrect, it stops sending notifications.
  9. A confirmation screen appears, showing the success or failure of the notification.
  10. To return to the Resource Management window, click Close. The confirmation message closes. The agents affected by the change are highlighted at the top of the list. If a skill was added or edited, then that skill displays in boldface for all the affected agents.

See also:

This page was last edited on April 20, 2016, at 19:32.
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