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Eronius ICBM Alert help

  • 1.  Eronius ICBM Alert help

    GCAP Member
    Posted 09-12-2019 11:18
    ​Hi Everyone,

    I have an issue that I just can't quite figure out. A department closes at 5:00pm but I get an alert at 5:37pm that an interaction is waiting. How is it that an interaction is waiting but if I review the DNIS report, I don't have a call that entered the queue at 5:37? The last call that entered the queue was at 4:30pm. The call lasted 43mins.

    I'm stumped. Is there a way to view where the alert came from using the alert id?
    #Reporting/Analytics

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    Elyse Gritsonis
    Johnson Financial Group
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  • 2.  RE: Eronius ICBM Alert help

    GENESYS
    Posted 09-12-2019 11:50
    Edited by Paul Simpson 09-12-2019 11:51
    Can you see any interactions in the Queue?
    Could it be an e-mail or webchat?
    Is there any other way for a call to enter the queue (another Attendant option or maybe an Agent transferring it?)
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    Paul Simpson
    Senior Technical Instructor
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  • 3.  RE: Eronius ICBM Alert help

    GCAP Member
    Posted 10 days ago
    Hi Paul,

    I'm sorry I thought I responded. It appeared that there was not a interaction stuck in the queue. When I look at the workgroup and user level, it appears there may have been a time zone issue. This continues to be an issue for us where the alert is kicking off an hour after the fact. ​

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    Elyse Gritsonis
    Johnson Financial Group
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