Hi,
I'm configuring an agent alerts based on their acw time.
I know that we can use alerts rules but for our scenario doesn't apply.
We have more than 50 agents, these agents are on different queues, and we have a specific notificacion for each queue, so we can't manage built in alerts because they are more than 100 alerts and this is the limit.
So, i created a trigger for this topic: v2.detail.events.conversation.{id}.acw
Then in the workflow i can manage the alerts depending on the queue, but here we only can send notification as email, i want to use notification alert like native alerts.
I tried to develop a data action to send message like chat but it can't be done by data action.
Any suggestion for this scenario?
BR