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  • 1.  Alert Rules sending unnecessary re-notifications

    Posted 10-16-2025 09:41
    Edited by Samuel Jillard 10-17-2025 04:49
    No replies, thread closed.

    Dear community, 

    We have a team who set up alerts for their team members ACW in a following way: 

    (image removed due to PII)

    Today they started to get tons of incorrect notifications while agents are obviously not on ACW (on idle, break, or even offline). Combined with having 30+ agents on team it quickly turned the supervisors GC into a nightmare as you have several notifications per minute with most of them having no value. 

    While observing the behavior for couple hours, we conclude it must have to do with this setting 

    We realize that it will re-notify every 15 (or X) minutes as long as the alerting condition remain true, but in our case it is clearly not anymore - i.e. agent finished their ACW a long time ago and in the meantime took several other calls (in some cases - if another instance of ACW was over threshold again - triggering another valid instance of the same alert). Then why would it keep re-notifying every 15min for the "old" cases? 

    Thank you in advance for any advice. 

    Kind regards
    Anton


    #Reporting/Analytics

    ------------------------------
    Anton Dudko
    Genesys Cloud Support Expert BRQ
    ------------------------------



  • 2.  RE: Alert Rules sending unnecessary re-notifications

    Posted 10-16-2025 10:01
    No replies, thread closed.

    Hi everyone

    In our organization, we also have cases like this, even with agents who do not have an active alert. Could you provide more information?

    Thanks in advance



    ------------------------------
    ANA BELEN ALONSO VIDALES
    CTI
    ------------------------------



  • 3.  RE: Alert Rules sending unnecessary re-notifications
    Best Answer

    Posted 10-16-2025 12:06
    No replies, thread closed.

    If you are getting alerted when the agents are no longer in the state to trigger the notification/re-notification, I would raise a case with Genesys Product Support.  They will need an example and network and console logs to see what is causing the notifications to get sent.  It could have been a slight delay in the data being processed causing repeated alerts, but they will be able to investigate it further.

    https://help.mypurecloud.com/articles/gather-network-logs/ and https://help.mypurecloud.com/articles/gather-console-logs/



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



  • 4.  RE: Alert Rules sending unnecessary re-notifications

    Posted 10-17-2025 01:47
    No replies, thread closed.

    Hi Sam, 

    Thank you for your reply. 

    Network and console logs of what user? The one triggering the event (agent) or the one observing the notification (supervisor)? 

    Now I logged into GC this morning and keep being bombarded with re-notifications of all ACW events that happened yesterday while all the team is still offline at this hour. Clearly it is not normal.

    General question regardless - can i turn off these re-notifications if i know up front they are unwanted for my case (i am only interested in the real-time event and not any follow-ups)? The timer only lets me set a number of 15+min...

    Thanks once again 
    Anton 



    ------------------------------
    Anton Dudko
    Genesys Cloud Support Expert BRQ
    ------------------------------

    Original Message


  • 5.  RE: Alert Rules sending unnecessary re-notifications

    Posted 10-17-2025 04:49
    Edited by Samuel Jillard 10-17-2025 04:50
    No replies, thread closed.

    Hi Anton,

    It would need to be the Supervisor logs as this should show the notification and also provide a correlationID that will allow the Support Engineer to look at what is triggering the notifications. 

    If you could provide and screenshot of the full Alert rule (but hide/blur any PII) I wouldn't mind testing it.  I have tried to replicate it, but it is working as intended in my org.

    With regards to the re-notifications, you cant turn them off, but you could increase the time before the re-notification, but this may confuse things even more as you will just get the alerts later.

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

    Original Message


  • 6.  RE: Alert Rules sending unnecessary re-notifications

    Posted 10-17-2025 06:44
    No replies, thread closed.

    Hi Sam, 

    thank you once again for the clarifications. Absolutely - i add two screenshots of how the alert is set up. This one is for ACW duration and once happened, it keeps re-notifying every 15min regardless of the agent current state. I also made a screen video and network and console logs to have them just in case. 

    However, word from other teams suggest that it is not only the agent-based rule (e.g. ACW) but also some Queue-based rules (e.g. incoming call waiting or not) that display the same behavior. 

    I will be grateful for any further assistance you could provide!



    ------------------------------
    Anton Dudko
    Genesys Cloud Support Expert BRQ
    ------------------------------

    Original Message


  • 7.  RE: Alert Rules sending unnecessary re-notifications

    Posted 10-17-2025 08:05
    No replies, thread closed.

    Hi Anton,

    I could not replicate it.  Are you still getting the delayed notifications now?  If you are, I think it is definitely worth a case with Product Support.

    If not, then as I said previously, if there was a slight delay with Analytics at the time, when the backed up interactions later got processed, this could have caused the alerts to trigger at the wrong time.



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

    Original Message


  • 8.  RE: Alert Rules sending unnecessary re-notifications

    Posted 10-17-2025 09:53
    No replies, thread closed.

    Dear Sam, 

    thank you for trying and letting me know. We have a case open already and i have delivered them my video and logs just now.

    Yes just for the record, I and my supervisor colleagues are all still getting re-notifications from yesterday and today. 

    At least you agreeing that this is not correct behavior already helps :) 

    Thanks and have a nice weekend!



    ------------------------------
    Anton Dudko
    Genesys Cloud Support Expert BRQ
    ------------------------------

    Original Message


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