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  • 1.  Alerts

    Posted 08-28-2019 12:35
    ​Is there a way to set a timeframe on an alert so that it only comes in every 15 minutes for example that we exceed the defined threshold instead of receiving that alert every time we exceed that threshold?

    Ex: workgroup hits 5 minute wait time. We receive an alert. A few minutes later, the wait time dips below 5 minutes and then back above 5 minutes, and another alert is received. We are wanting to know if we can only have an alert sent every 15 minutes for exceeding the 5 minute threshold.

    Also, can alerts be customized via the email address they are coming from? For the alert emails
    #AskMeAnything(AMA)

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    Chris Cover
    Workplace Safety & Insurance Board
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  • 2.  RE: Alerts

    Posted 08-28-2019 12:55
    I'm curious the response on this as well. I don't use the email feature, but rather the display of a client memo for a pop-up notification live. Added customization for the timeframe of the alerts would be nice to see.​

    #AskMeAnything(AMA)

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    Andy Sowers
    Penske Truck Leasing
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    Original Message


  • 3.  RE: Alerts

    GENESYS
    Posted 08-28-2019 12:55
    Hey Chris,

    Speaking with the team, this question is an ICBM Supervisor question. Not an Optimizer or WFM question. Not sure if we have the right people on the call to answer that one, but hopefully someone in the community can help!

    Cheers,

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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    Original Message


  • 4.  RE: Alerts

    Posted 09-12-2019 12:17
    Hi Chris,

    You will need to engage with a system integrator (your current partner, Genesys PSO or external companies) or utilize your handler developers, since this requires handler modifications. You're basically building your custom alerting system, which includes queuing the alerts until a (predefined) time threshold has been passed and have customized emails to be sent.

    HTH

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    At 3Fiftynine impossible is just a challenge

    We provide kick-ass products on top of Genesys platforms
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    Original Message


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