Genesys Cloud - Main

If you have an alert setup at queue level and select single conversation total ACW as the metric, and the call later gets transferred to another queue.

If the ACW on that second queue exceeds my threshold in my alert, would it trigger that notification? Or only if the acw for the agent on the queue that was selected's acw exceeds the threshold? 

If you have a Queue alert, they would be independent of each other and could set off two alerts.  If you are overflowing from first to second, why would you need the alert in the first queue?  

If you have an alert setup at queue level and select single conversation total ACW as the metric, and the call later gets transferred to another queue.

If the ACW on that second queue exceeds my threshold in my alert, would it trigger that notification? Or only if the acw for the agent on the queue that was selected's acw exceeds the threshold? 

Thanks @Robert Wakefield-Carl

its not so much calls are overflowing, its calls are being transferred, and we get an alert on the original queue, but we can't find any calls that matches the trigger (wait time) on that queue, but do match the criteria for the transferred queue. And trying to figure out if we are just not looking hard enough, or this is a bug, or expected behaviour. 

If you have a Queue alert, they would be independent of each other and could set off two alerts.  If you are overflowing from first to second, why would you need the alert in the first queue?  

If you have an alert setup at queue level and select single conversation total ACW as the metric, and the call later gets transferred to another queue.

If the ACW on that second queue exceeds my threshold in my alert, would it trigger that notification? Or only if the acw for the agent on the queue that was selected's acw exceeds the threshold? 

Hello @Anton Vroon,

What is the threshold value in your criteria? Is the alert rule's status showing "Alerting" when you saw the call that matched the condition and is in the transferred queue. Its possible that the alert is getting triggered the moment the call meets the condition on the selected queue and soon after the call is getting transferred.

regarding your question: "If the ACW on that second queue exceeds my threshold in my alert, would it trigger that notification? Or only if the acw for the agent on the queue that was selected's acw exceeds the threshold? " , notification is triggered if the call meets the condition on the selected queue.

Thanks,

Thanks @Robert Wakefield-Carl

its not so much calls are overflowing, its calls are being transferred, and we get an alert on the original queue, but we can't find any calls that matches the trigger (wait time) on that queue, but do match the criteria for the transferred queue. And trying to figure out if we are just not looking hard enough, or this is a bug, or expected behaviour. 

If you have a Queue alert, they would be independent of each other and could set off two alerts.  If you are overflowing from first to second, why would you need the alert in the first queue?  

If you have an alert setup at queue level and select single conversation total ACW as the metric, and the call later gets transferred to another queue.

If the ACW on that second queue exceeds my threshold in my alert, would it trigger that notification? Or only if the acw for the agent on the queue that was selected's acw exceeds the threshold?