That's not currently possible, but we are in the process of rearchitecting how the alerting works and will be adding new functionality, additional metrics, etc. Please follow the idea in the ideas lab for more information:
CLINB-I-475 ------------------------------
Darlene Oordt
Sr. Director Product Management
Genesys - Employees
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Original Message:
Sent: 09-09-2020 06:19
From: Aakanksha Goyal
Subject: Threshold alerts from real time data in performance views
Thank you very much for your inputs George and Darlene.
I was wondering if there is a possibility to limit these alerts to the opening hours.
For example-
I would like to know if the 'Offered Interactions' to a queue was below a certain number during an interval and this condition would hold true even during the closed hours. I would want to avoid receiving the alerts during that time.
Thanks in advance.
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Aakanksha Goyal
Cloudoe BV
Original Message:
Sent: 09-09-2020 04:38
From: Darlene Oordt
Subject: Threshold alerts from real time data in performance views
Additionally there are visual alerts that can be configured in the dashboard where you can change the colors based on certain thresholds being met.
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Darlene Oordt
Sr. Director Product Management
Genesys - Employees
Original Message:
Sent: 09-08-2020 10:18
From: George Ganahl
Subject: Threshold alerts from real time data in performance views
There is nothing for Alerts directly in the Performance views. Only the overall Alerts feature as documented at https://help.mypurecloud.com/articles/alerts/
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 09-08-2020 07:07
From: Aakanksha Goyal
Subject: Threshold alerts from real time data in performance views
Hi,
I would like to know if there is a possibility to set up alerts in the performance view if the statistics reach a certain threshold.
For example, can we set up an alert if the queue has x number of waiting calls? or If an agent has been in a certain status for 'x' amount of time.
Any inputs are appreciated.
Thanks
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Aakanksha Goyal
Cloudoe BV
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