When an Alarm is Received
When Genesys receives an alarm, the following process begins:
- Alarm notification is sent to you via the Genesys Care Mobile App
- The alarm is routed to Customer Care and a support case is opened
- The group email that you provided to receive alarm notifications will receive an email from Customer Care that an alarm support case has been opened
- The support case will follow standard service level targets based on your Genesys Care contract
- Only the Designated Contact can view, manage and close the support case via My Support; however, all members on the group email can provide case updates via email.
This page was last edited on February 23, 2018, at 14:37.