We recently noticed that our Alert Rule specifying when multiple users (individual conditions) went to Not Responding stopped working and an error message noting invalid configurations was present when we viewed the details. Genesys seems to have removed the ability to have multiple conditions for this presence metric when set to User.
To rectify the issue, we attempted to create a new alert for when the Queue has Not Responding Agents. However, it does not note if the time value is in seconds, minutes, etc. I even set this value to 1 so it would notify me if it was in fact for minutes or 1 agent, however the alert never triggered. Looking at the documentation, it seems to not even be documented. I'm wondering if this metric was exposed before it was supposed to be and isn't working yet. Has anyone had any luck with it and can provide additional details on the expected behaviour?
We've opted to use the Work Team Not Responding in the meantime, which seems to produce expected results.
It's unfortunate the documentation on Alert Rules is not very detailed (or thorough). We have always struggled with this. I also never saw a notice that having multiple conditions on a User Presence metric was being deprecated, so we have no idea how long this alert has been broken.
#Unsure/Other
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Jennifer DiCesare
Esri Canada
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