Workforce Engagement Management

Hi,

I've created some alerts for high call queues "waiting". But it doesn't seem to mute or snooze and alerts/emails every second. Is this a known issue please? Currently I'm having to enable/disable it. Alert trigger is set to every 15 minutes.

thanks

Mike

#Workforce Management

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Mike Corley
Benenden Healthcare
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Hi Mike,

I've reasched out to find the answer for you - hope this helps?

Is this observed for both mute and snooze? Here's the documentation for mute and snooze and they both work differently.

Manage the Alerts Inbox - Genesys Cloud Resource Center (mypurecloud.com)

Snoozing applies to recurring notifications of a specific alert while muting applies to all the notifications coming out of an alert rule.

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Tracy
Genesys
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