Genesys Cloud (formerly PureCloud)

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Delays in Alert Receipts

  • 1.  Delays in Alert Receipts

    Posted 09-24-2020 18:54
    Hi All ...

    We have configured an (email and SMS) alert on our Queues for Wait Time > 5 mins; normally alerts trigger and distribute ok.

    Yesterday we had an incident at 4:49pm where LWT > 5 min, but the alert was not 'received' until 11:12pm (over 6 hour delay!)

    Comments / thoughts?
    #SystemAdministration

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    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
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  • 2.  RE: Delays in Alert Receipts

    Posted 09-24-2020 22:57
    Also curious to know the relevance of the 'End' time ...
    • in my Inbox, sometimes there is no 'End' specified
    • other times, the difference in 'Start' and 'End' may be several hours, whereas the Resource Centre example (https://help.mypurecloud.com/articles/alerts-inbox-tab/) always shows 0 or 1 minute


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    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
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  • 3.  RE: Delays in Alert Receipts

    GENESYS
    Posted 30 days ago
    Hi Malcolm
    There are some enhancement coming for our Alert mechanisms.

    For further information, please review, subscribe, and vote for this Idea:
    https://genesyscloud.ideas.aha.io/ideas/CLINB-I-475

    I hope that you find this useful.
    Rick

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    Richard O'Kane
    Genesys - Employees
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