Genesys Cloud - Main

Hi,

We have configured alert rules notification(new feature) for Total ACW based on Queue. 
We have received alert based on supervisor.  
we did not received particular agent details in alert. if it is possible can we get agent name or details in the alert?


Thanks in advance.

Hi,

This is how I understand it's working

Since you're using the Queue metric the alert is not for a specific agent but when Total ACW hits the threshold counting all interactions in the queue.

If you want alerts on agents you would need to setup rules for each agent.

It would be nice if you could setup a "personal" metric för all users in a queue, especially since agents come and go and you might want different metrics in different queues for the same agent.

https://help.mypurecloud.com/articles/real-time-agent-queue-and-user-presence-metrics/

Hi,

We have configured alert rules notification(new feature) for Total ACW based on Queue. 
We have received alert based on supervisor.  
we did not received particular agent details in alert. if it is possible can we get agent name or details in the alert?


Thanks in advance.

Hi Jan, Thanks for your update.

We are using Preview dialing mode for Outbound Campaign. We would like to know, is there any option for more than 1 min for agent not selecting "End Preview" button to receive alert for Supervisor. 

If possible, which option needs to be selected for alert rule notification?

Thanks in advance.

Hi,

This is how I understand it's working

Since you're using the Queue metric the alert is not for a specific agent but when Total ACW hits the threshold counting all interactions in the queue.

If you want alerts on agents you would need to setup rules for each agent.

It would be nice if you could setup a "personal" metric för all users in a queue, especially since agents come and go and you might want different metrics in different queues for the same agent.

https://help.mypurecloud.com/articles/real-time-agent-queue-and-user-presence-metrics/

Hi,

We have configured alert rules notification(new feature) for Total ACW based on Queue. 
We have received alert based on supervisor.  
we did not received particular agent details in alert. if it is possible can we get agent name or details in the alert?


Thanks in advance.