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  • 1.  Alert Rules

    Posted 02-22-2024 00:16
    No replies, thread closed.

    Hi Every One, so I have been creating new alerts for the last couple days and I cannot find a way to make it per Interaction, the alert total is for the whole day,

    Is there any way I can make it for every Interaction by itself ?

    ex: when the agent hold the call for more than 10 seconds the alert should appear but in once he gets another call the alert well also appear because of the first call Total Hold 


    #Unsure/Other

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    Osama Issa
    Fourth Dimension Systems LLC
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  • 2.  RE: Alert Rules
    Best Answer

    Posted 02-27-2024 22:24
    No replies, thread closed.

    In the Alert setup, you can't specify individual interactions, but look at single interaction total wait time, hold, or talk time when the interaction goes over the time specified.  Unfortunately, you can only use one queue per rule for these single interaction selections.   



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Alert Rules

    Posted 09-26-2024 09:32
    No replies, thread closed.

    Is it possible to set up an alert in Genesys Cloud that triggers when the aggregate value of multiple queues exceeds a certain threshold? For example, if I have 10 queues and the total number of waiting interactions across all queues crosses 20, I want to trigger an alert. Currently, I can only set up alerts for individual queues. Is there a way to monitor and trigger alerts based on the combined value across multiple queues?



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    Harish D
    Newfold Digital
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    Original Message


  • 4.  RE: Alert Rules

    Posted 09-26-2024 14:28
    No replies, thread closed.

    @Harish D - It's not possible currently to set conditions on aggregates across multiple queues. We are considering supporting alerting based skills-based conditions (https://genesyscloud.ideas.aha.io/ideas/WFMRTM-I-98), which might address some of the use cases that combine data for multiple queues but I understand that is not exactly what you are looking for. Please log an idea via idea portal for this if you are interested in this capability.

    Thanks,



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    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
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    Original Message


  • 5.  RE: Alert Rules

    Posted 09-26-2024 15:55
    No replies, thread closed.

    Unfortunately, even when I use the aggregate query, I get this error:
    "message": "Attempting to set multiple values for dimension: queueId", "code": "bad.request",

    Seems like a fundamental issue with the APIs behind the scene. 

    I suggest you create a view of the aggregate you want and export that through the API or you can use the Static Link to pull that data into your BI tool. 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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