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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?
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
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.
@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?
Conversation metric rule > Max wait time
Adriel "Odd" Avila
Senior Manager, Customer Care
Customer Care Center of Excellence
Magellan Healthcare Division
14100 Magellan Plaza, Maryland Heights, MO 63043
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