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  • 1.  Alerts - Currently in Alert Status

    Posted 09-20-2023 16:18
    No replies, thread closed.

    I set up an alert for when a call is waiting for a period of time, but once it alerts the first time, I dont get subsequent alerts, and when I check the alert in the alert rules screen, there is a red triangle status icon that says Rule is currently in alert. And it only goes away if I go into the alert rule and resave it. Am I doing something wrong here?


    #Unsure/Other

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    Adriel Avila
    Magellan Health Inc.
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  • 2.  RE: Alerts - Currently in Alert Status

    Posted 09-24-2023 00:46
    No replies, thread closed.

    Are you using the old or new Alert engine.  If the old one, try the new alert engine:  Work with alerts - Genesys Cloud Resource Center (mypurecloud.com) under the Real-time Alerting Engine, not the Legacy



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



  • 3.  RE: Alerts - Currently in Alert Status

    Posted 09-25-2023 11:45
    No replies, thread closed.

    I followed the instructions under Real-time Alerting. Not sure how to verify if I am using old or new alert engine... I went to Performance > Workspace > Alert Rules and created my new rule.



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    Adriel Avila
    Magellan Health Inc.
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    Original Message


  • 4.  RE: Alerts - Currently in Alert Status

    Posted 09-26-2023 08:53
    No replies, thread closed.

    @Adriel Avila - Alert rules configured within performance workspace means that you are using the new alerting capability. Regarding the issue of not seeing subsequent alerts, which metric are you using for the rule condition? Are you using the following? 

    Single conversation total wait The total wait time of any single conversation in the queue.


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    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
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    Original Message


  • 5.  RE: Alerts - Currently in Alert Status

    Posted 09-28-2023 13:52
    No replies, thread closed.

    Conversation metric rule > Max wait time

     

     

    Thank you!

     

    Adriel "Odd" Avila

    Senior Manager, Customer Care

    Customer Care Center of Excellence

    Magellan Healthcare Division

     

    14100 Magellan Plaza, Maryland Heights, MO  63043

    O 314-387-4802 M 314-346-1144 | E avilaa@magellanhealth.com

    magellanhealth.com

     

     

     

     

    ***Confidentiality Notice*** This electronic message transmission contains information belonging to Magellan Health Services that is solely for the recipient named above and which may be confidential or privileged. MAGELLAN HEALTH SERVICES EXPRESSLY PRESERVES AND ASSERTS ALL PRIVILEGES AND IMMUNITIES APPLICABLE TO THIS TRANSMISSION. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this electronic transmission in error, please notify us by telephone at 314-614-6923 Thank you.

     




    Original Message


  • 6.  RE: Alerts - Currently in Alert Status

    Posted 11-21-2024 11:28
    No replies, thread closed.

    Maybe this helps others that might find this post: you can use Voice Single Conversation Total Wait for subsequent alerts without the need to clear them up.



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    Bogdan Simaciu
    Voice Network Engineer
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    Original Message


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