Genesys Cloud - Main

Hello,

We have some odd behavior for an alert. The alert is set to trigger if a member of a work team is in the interaction status for greater than 900 seconds.

Since October 16th, we have noticed the following

1. the alert did not return back to normal after interactions were handled

2. The alert was manually reset, it triggered again only this time the user listed is "unknown"

We have also been having the same issue, it seems to have resolved itself on my end though. 

Original Message:
Sent: 10-21-2025 15:27
From: Pauline Hittle
Subject: Alert Notification - Unknown

Hello,

We have some odd behavior for an alert. The alert is set to trigger if a member of a work team is in the interaction status for greater than 900 seconds.

Since October 16th, we have noticed the following

1. the alert did not return back to normal after interactions were handled

2. The alert was manually reset, it triggered again only this time the user listed is "unknown"

3. When the alert email arrives, the user ID is no longer included in the alert email. 

Any thoughts on why the alert would show as "unknown".

#Alerts

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Pauline Hittle
IT Project Manager
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