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  • 1.  Alert - Rules not triggering for all events

    Posted 06-30-2020 16:03
    Hi All

    We have a failure queue which form part of our call flow design so should some sort of error occur calls are routed to the failure queue, we also have the Genesys Cloud alerting setup on this as per the below:

    For Interactions offered to ACD > 0 and email is set to trigger aswell as the Genesys Cloud notification.

    I noticed that yesterday this did not work, we had a couple of calls route to the Failure queue. We received one notification as expected but it did not work for the other 3 calls that were routed to our Failure queue

    The current status is Alerting with a red triangle,
    #SystemAdministration

    ------------------------------
    Paula Fleming
    Cigna
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  • 2.  RE: Alert - Rules not triggering for all events
    Best Answer

    GENESYS
    Posted 06-30-2020 16:12
    As soon as the first call routed to the Failure queue, the value went greater than 0. Since it is already greater than 0, the alert does not happen again for subsequent calls.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 3.  RE: Alert - Rules not triggering for all events

    Posted 06-30-2020 16:19
    Thanks @George Ganahl for the prompt response.

    So would I need to keep resetting this in order for it to trigger again?​ By switching this on / off it seems to go back to normal.

    ------------------------------
    Paula Fleming
    Cigna
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  • 4.  RE: Alert - Rules not triggering for all events
    Best Answer

    GENESYS
    Posted 06-30-2020 16:24
    I can't remember if it tracks for the interval (30 minutes) or the day. But, yes, you'd have to reset it after each alert to get it to alert again the next time it happens within the timeframe tracked.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 5.  RE: Alert - Rules not triggering for all events

    Posted 07-01-2020 01:43
    Nice for meet you for the first time.

    I have confirmed the same issue.
    I no longer receive emails after the 30 minute interval.
    I would like to know if there was a design change at the time of automatic reset.

    Good Regards,Tommmy

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    Tomohiro Furuhashi
    Global TaNK Co., Ltd.
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  • 6.  RE: Alert - Rules not triggering for all events

    Posted 07-01-2020 21:02
    I've logged a ticket through our Vendor to look at this to confirm the time interval & look at this issue of it not clearing.

    I will report back here once I have more detail

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    Paula Fleming
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  • 7.  RE: Alert - Rules not triggering for all events

    GENESYS
    Posted 07-02-2020 17:59
    I went back and checked the Resource Center and found the NOTE:

    "Alert rules only reset when an event occurs that takes the alert out of alarm. Alerts do not reset based on time intervals."

    So, the number of ACD calls overall sent to a queue would have to go back to 0 to reset the notification. Unless you disable the rule and re-enable it.


    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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