Alarm Routing

When Genesys Customer Care receives a Workbench Remote Alarm Monitoring alarm from the customers Workbench instance, the following process is actioned:

• The respective alarm (the supported subset of Genesys Engage alarms ingested by Workbench) is routed to Genesys Customer Care and a Support Case is opened by a Genesys Customer Care Analyst

• The customer provided Group Email will receive an email from Genesys Customer Care informing you that an alarm Support Case has been opened

• The Genesys 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.

• An Alarm notification is sent to you via the Genesys Care Mobile App, if notifications are enabled