Notifying Parties About Changes

You can notify agents, their supervisors, team leads, and managers after changes are accepted and implemented on the Genesys operational system.

To notify a party 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 Logout from the Change Phone State drop-down list and then click Update 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. To add the notification to the template and the list for future use, select the check box.
5. To send the notification to the affected agents and their supervisors, select the Notify Affected Parties check box.
   • To send a notification to people on a list, select the Notify Lists check box and select the lists. You can add an optional message for those on the notification lists.
6. Click Submit. The notification is sent and a confirmation screen appears.
7. 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:

• Notifying Agents About Changes
• Creating a New Notification Message
• Using a Previously Created Notification Message