Genesys Cloud - Main

Dear community, 

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

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

Dear community, 

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

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

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/

Dear community, 

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

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

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:
Sent: 10-16-2025 12:05
From: Samuel Jillard
Subject: Alert Rules sending unnecessary re-notifications

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

Original Message:
Sent: 10-16-2025 09:40
From: Anton Dudko
Subject: Alert Rules sending unnecessary re-notifications

Dear community, 

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

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
------------------------------

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:
Sent: 10-17-2025 01:47
From: Anton Dudko
Subject: Alert Rules sending unnecessary re-notifications

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:
Sent: 10-16-2025 12:05
From: Samuel Jillard
Subject: Alert Rules sending unnecessary re-notifications

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

Original Message:
Sent: 10-16-2025 09:40
From: Anton Dudko
Subject: Alert Rules sending unnecessary re-notifications

Dear community, 

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

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
------------------------------

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!

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:
Sent: 10-17-2025 01:47
From: Anton Dudko
Subject: Alert Rules sending unnecessary re-notifications

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:
Sent: 10-16-2025 12:05
From: Samuel Jillard
Subject: Alert Rules sending unnecessary re-notifications

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

Original Message:
Sent: 10-16-2025 09:40
From: Anton Dudko
Subject: Alert Rules sending unnecessary re-notifications

Dear community, 

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

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
------------------------------

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.

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!

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:
Sent: 10-17-2025 01:47
From: Anton Dudko
Subject: Alert Rules sending unnecessary re-notifications

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:
Sent: 10-16-2025 12:05
From: Samuel Jillard
Subject: Alert Rules sending unnecessary re-notifications

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

Original Message:
Sent: 10-16-2025 09:40
From: Anton Dudko
Subject: Alert Rules sending unnecessary re-notifications

Dear community, 

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

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
------------------------------