Genesys Cloud - Main

Hi All

After a very happy honeymoon period using the "Ask Me Anything" AI helper, recently I've been having a bit of a fight with it and it's rocked my previous faith in it. Therefore I am 'failing over' to ask some humans :)

I am looking for documentation that explains how Analytics statistics are populated. Specifically, how the 'Alerting' statistic is incremented and how this population varies across media channels and contact handling scenarios.

From observation of operational statistics, when an Agent is set on manual answer, then (logically) 'Alerting' seems to get incremented on every interaction delivered.

It's when an Agent is set on Auto-Answer is when the fun starts (and the AI can't make up its mind) :)

Alerting appears to get incremented on voice interactions, but NOT on Digital interactions, UNLESS the digital interaction is transferred when the first Agent does NOT get Alerting incremented, but the Agent the interaction was transferred to DOES.

Ideally I would like some documentation to back-up the above observations rather than assuming that this is how it's meant to work. Can anyone help with some pointers please?

Thanks
Richard

#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Richard Billett
Contact Centre Solution Implementation Consultant
------------------------------

Hi,

I've done a bit of digging into this, and your understanding looks right 🙂

The Alert metric is a count of the number of times an agent receives an alert for an interaction.

With voice, even with Auto Answer enabled, the phone still needs to establish the connection, so it does technically "alert" the agent – even if that's only for milliseconds before it auto-answers. This is why you can still see the Alert count increment.

Digital works a little differently. With Auto Answer there's no phone connection to establish, so the interaction can simply be presented to the agent, which explains why you don't see the same Alert increment.

The transfer scenario also fits with what you've spotted. When a digital interaction is transferred to another agent, that agent is alerted so they can accept it. They don't necessarily need to be On Queue/Idle at the time of the transfer, so the receiving agent gets the alert – and therefore the Alert count.

There's some useful background on the Auto Answer behaviour here:
https://help.genesys.cloud/articles/set-behavior-and-thresholds-for-voice-and-chat-channels/

And the metric definitions are here:
https://help.genesys.cloud/articles/metric-definitions/

The documentation doesn't really bring all of these scenarios together in one place though, so I think you've highlighted a useful documentation gap, I will reach out to the team to highlight the gap.

Hopefully that helps explain the differences you've been seeing – and confirms you weren't imagining it! 🙂

If anyone on the Community can offer further insights for Richard, that would be great.

------------------------------
Tracy
Genesys
------------------------------

Thank you for your quick reply Tracy and for the signposts to the articles 👍

------------------------------
Richard Billett
Contact Centre Solution Implementation Consultant
------------------------------

Original Message:
Sent: 08-10-2026 12:25
From: Tracy Vickers
Subject: Analytics "Alerting" statistic with Auto Answer set

Hi,

I've done a bit of digging into this, and your understanding looks right 🙂

The Alert metric is a count of the number of times an agent receives an alert for an interaction.

With voice, even with Auto Answer enabled, the phone still needs to establish the connection, so it does technically "alert" the agent – even if that's only for milliseconds before it auto-answers. This is why you can still see the Alert count increment.

Digital works a little differently. With Auto Answer there's no phone connection to establish, so the interaction can simply be presented to the agent, which explains why you don't see the same Alert increment.

The transfer scenario also fits with what you've spotted. When a digital interaction is transferred to another agent, that agent is alerted so they can accept it. They don't necessarily need to be On Queue/Idle at the time of the transfer, so the receiving agent gets the alert – and therefore the Alert count.

There's some useful background on the Auto Answer behaviour here:
https://help.genesys.cloud/articles/set-behavior-and-thresholds-for-voice-and-chat-channels/

And the metric definitions are here:
https://help.genesys.cloud/articles/metric-definitions/

The documentation doesn't really bring all of these scenarios together in one place though, so I think you've highlighted a useful documentation gap, I will reach out to the team to highlight the gap.

Hopefully that helps explain the differences you've been seeing – and confirms you weren't imagining it! 🙂

If anyone on the Community can offer further insights for Richard, that would be great.

------------------------------
Tracy
Genesys
------------------------------