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  • 1.  alert rules

    Posted 08-21-2025 08:51

    Hi community,

    I have some questions about alert settings. We have set up a very simple alert: when a customer waits in queue x for more than 4 seconds, we receive an email.

    The email contains the queue ID. Does anyone know if it is possible to include the phone number that is calling us?

    Thanks in advance


    #Reporting/Analytics

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    ANA BELEN ALONSO VIDALES
    CTI
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  • 2.  RE: alert rules
    Best Answer

    Posted 08-21-2025 09:11

    Hi Ana,

    It would not be possible to do that, this information is not available to be passed along in the notifications.

    It is a good idea, but this would need to be raised as an idea on the Genesys Cloud Product Ideas Lab



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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