for Genesys Cloud

blinkyDings is a functional extension for your Genesys Cloud CX application. It signals the current Genesys Cloud status of the agent and informs about incoming interactions easily visible for the whole customer service team and of course the agent itself. For pure Communicate users, for example, their personal or call status can be displayed. No call will get lost anymore.

NEW in version 2.4

Enhanced Managerial Functions: Instantly alert agents when a manager starts monitoring, coaching, or recording, aligning with privacy regulations such as GDPR.
Improved Team Dynamics: Maintain awareness and preparedness across your teams,
ensuring everyone operates at peak efficiency.
Boosted Agent Confidence: Agents are informed in real-time about supervisory actions, fostering a supportive and transparent work environment.

All new features can be found in the release notes

The signaling is done visually via an information light connected to the PC via USB
and/or via desktop notification.

Each status information can be individually assigned to a color.

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Use Cases

Typical Situation:

Notifications cannot be detected if the browser is running in the background or the user is not currently looking at the screen.
For users who do not work with a headset permanently (typical Communicate User), ringing is often not noticed.
Audible signaling is usually not desired in the contact center environment

Business Benefits:

blinkyDings can show browser activity and incoming calls outside of the browser via screen or additional USB hardware.
User gets informed about Genesys activity while working in other application or browser tab.
Busylights can visually signal the current agent status and provide a quick overview of the group's situation when multiple agents are working together, e.g. for supervisors or team managers.
Employees can use hotkeys to change their busylight signaling to indicate they need assistance.
The USB busylight is useful for indicating interaction status at a single workstation, whether at the office or home, to prevent disruptions from the environment.

Feature Summary

NEW - ability to signal when a manager is monitoring, coaching, or recording an agent’s call.
Time-based queue monitoring and monitoring of the maximum number of calls in the queue enable simple priority and emergency management between queues.
A client application that extends the notification capabilities of Genesys Cloud CX TM.
Offers signaling for any agent-presence state, call-conversation state and routing & queue status.
“Require Assistance” feature (with HotKey) to notify and call for help (e.g. from supervisor).
Offers visual on-screen non-intrusive pop-up above all windows and to be positioned flexibly on all screens.
Pop-up screen positioning: Pop-up elements can be dragged to another position or to another screen and will be automatically saved in configuration.
Signaling style for each state can be configured to have individual color and blink behavior.