Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi Dawn,

We are planning to add the ability to send out toast notifications to users who are not alert creators. The idea is Add additional subscribers to alert toast | Genesys Cloud Ideas Portal (aha.io).

Toast notification sound settings, set via the preferences would be the way to enable sound for notifications. We'll look into this issue.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi Dawn,

We are planning to add the ability to send out toast notifications to users who are not alert creators. The idea is Add additional subscribers to alert toast | Genesys Cloud Ideas Portal (aha.io).

Toast notification sound settings, set via the preferences would be the way to enable sound for notifications. We'll look into this issue.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Just to add to this, it would be very helpful to have the toast be a Windows notification just like an incoming call so if the client is minimized, you still see the pop up.

Hi Dawn,

We are planning to add the ability to send out toast notifications to users who are not alert creators. The idea is Add additional subscribers to alert toast | Genesys Cloud Ideas Portal (aha.io).

Toast notification sound settings, set via the preferences would be the way to enable sound for notifications. We'll look into this issue.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

#BetaAnnouncement
#NowRecruiting

------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX
------------------------------

Client was really looking forward to this feature, specifically for being able to alert on the total number of interactions waiting in a queue. However 'Waiting' does not appear to be an available statistic. Am I missing something, or what is the reason it was left out?

------------------------------
Kevin Goodwin
Mediu, Inc.

Original Message:
Sent: 01-19-2023 09:42
From: Nikhil Ponnam
Subject: Beta: Real-time Alerting

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

#BetaAnnouncement
#NowRecruiting

------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX
------------------------------

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

We need a toast notification-only option - supervisors don't want endless emails each day, the toast pop is enough.

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

One thing that may be useful is in the notification window, a select all or selection boxes to mark as read and then delete alerts, I had one day where 3 pages of alarms were generated and took a while to go through them

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

One thing that may be useful is in the notification window, a select all or selection boxes to mark as read and then delete alerts, I had one day where 3 pages of alarms were generated and took a while to go through them

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

One thing that may be useful is in the notification window, a select all or selection boxes to mark as read and then delete alerts, I had one day where 3 pages of alarms were generated and took a while to go through them

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

@Andy Jackson 

@Nikhil Ponnam

Andy I do not mean any disrespect, just a different use case!  It has been my  experience that if a user is getting more than a handful of alerts in a short period of time, the alerts are useless, as the user will just want to clear them as quickly as possible, and not take notice/action of the info presented.  Again do not know your environment.  

I would ask that when the feature Andy is asking for is developed, that there be a Configurable  switch to turn this off / on.

One thing that may be useful is in the notification window, a select all or selection boxes to mark as read and then delete alerts, I had one day where 3 pages of alarms were generated and took a while to go through them

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

@Andy Jackson 

@Nikhil Ponnam 

Andy I do not mean any disrespect, just a different use case!  It has been my  experience that if a user is getting more than a handful of alerts in a short period of time, the alerts are useless, as the user will just want to clear them as quickly as possible, and not take notice/action of the info presented.  Again do not know your environment.  

I would ask that when the feature Andy is asking for is developed, that there be a Configurable  switch to turn this off / on.

One thing that may be useful is in the notification window, a select all or selection boxes to mark as read and then delete alerts, I had one day where 3 pages of alarms were generated and took a while to go through them

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

@Andy Jackson 

@Nikhil Ponnam 

Andy I do not mean any disrespect, just a different use case!  It has been my  experience that if a user is getting more than a handful of alerts in a short period of time, the alerts are useless, as the user will just want to clear them as quickly as possible, and not take notice/action of the info presented.  Again do not know your environment.  

I would ask that when the feature Andy is asking for is developed, that there be a Configurable  switch to turn this off / on.

One thing that may be useful is in the notification window, a select all or selection boxes to mark as read and then delete alerts, I had one day where 3 pages of alarms were generated and took a while to go through them

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

One of the things that would be useful to recieve alerts on is when something goes wrong in a customer journey e.g if we configure milestones in workflows and if we see lot of people start hitting a particular milestone, that could indicate something going wrong. Is that being considered as one of the metrics we could set alerts for?

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi Anish, thanks for the feedback. We are evaluating the use cases for alerting in general for custom/user-defined metrics. This seems to fit into that category. This is the corresponding idea. Alerting based on custom metrics | Genesys Cloud Ideas Portal (aha.io)

Please vote on that if you agree and add specifics as applicable.

Thanks,

Thanks,

One of the things that would be useful to recieve alerts on is when something goes wrong in a customer journey e.g if we configure milestones in workflows and if we see lot of people start hitting a particular milestone, that could indicate something going wrong. Is that being considered as one of the metrics we could set alerts for?

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi @Nikhil Ponnam
I signed up to this for our Dev Org a few days ago. Should I receive an email for this soon?

Thanks

Hi Anish, thanks for the feedback. We are evaluating the use cases for alerting in general for custom/user-defined metrics. This seems to fit into that category. This is the corresponding idea. Alerting based on custom metrics | Genesys Cloud Ideas Portal (aha.io)

Please vote on that if you agree and add specifics as applicable.

Thanks,

Thanks,

One of the things that would be useful to recieve alerts on is when something goes wrong in a customer journey e.g if we configure milestones in workflows and if we see lot of people start hitting a particular milestone, that could indicate something going wrong. Is that being considered as one of the metrics we could set alerts for?

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Yes, we enabled the feature for the org. I just sent out the email.

Thanks,

Hi @Nikhil Ponnam
I signed up to this for our Dev Org a few days ago. Should I receive an email for this soon?

Thanks

Hi Anish, thanks for the feedback. We are evaluating the use cases for alerting in general for custom/user-defined metrics. This seems to fit into that category. This is the corresponding idea. Alerting based on custom metrics | Genesys Cloud Ideas Portal (aha.io)

Please vote on that if you agree and add specifics as applicable.

Thanks,

Thanks,

One of the things that would be useful to recieve alerts on is when something goes wrong in a customer journey e.g if we configure milestones in workflows and if we see lot of people start hitting a particular milestone, that could indicate something going wrong. Is that being considered as one of the metrics we could set alerts for?

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Thank you @Nikhil Ponnam  I can now access the feature in the Dev and I am running through some tests and its looking good.

One requirement I can think of from my end, is the ability to email a non Genesys users email address. 

For example : Alerting a user via Slack or a Slack group. For this to happen, the Alerting would need to be flexible enough to be able to add different emails addresses. At present I only see the ability to select the Genesys users and that would just have their corporate email address associated with it.

Thanks

Yes, we enabled the feature for the org. I just sent out the email.

Thanks,

Hi @Nikhil Ponnam
I signed up to this for our Dev Org a few days ago. Should I receive an email for this soon?

Thanks

Hi Anish, thanks for the feedback. We are evaluating the use cases for alerting in general for custom/user-defined metrics. This seems to fit into that category. This is the corresponding idea. Alerting based on custom metrics | Genesys Cloud Ideas Portal (aha.io)

Please vote on that if you agree and add specifics as applicable.

Thanks,

Thanks,

One of the things that would be useful to recieve alerts on is when something goes wrong in a customer journey e.g if we configure milestones in workflows and if we see lot of people start hitting a particular milestone, that could indicate something going wrong. Is that being considered as one of the metrics we could set alerts for?

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Thank you @Nikhil Ponnam  I can now access the feature in the Dev and I am running through some tests and its looking good.

One requirement I can think of from my end, is the ability to email a non Genesys users email address. 

For example : Alerting a user via Slack or a Slack group. For this to happen, the Alerting would need to be flexible enough to be able to add different emails addresses. At present I only see the ability to select the Genesys users and that would just have their corporate email address associated with it.

Thanks

Yes, we enabled the feature for the org. I just sent out the email.

Thanks,

Hi @Nikhil Ponnam
I signed up to this for our Dev Org a few days ago. Should I receive an email for this soon?

Thanks

Hi Anish, thanks for the feedback. We are evaluating the use cases for alerting in general for custom/user-defined metrics. This seems to fit into that category. This is the corresponding idea. Alerting based on custom metrics | Genesys Cloud Ideas Portal (aha.io)

Please vote on that if you agree and add specifics as applicable.

Thanks,

Thanks,

One of the things that would be useful to recieve alerts on is when something goes wrong in a customer journey e.g if we configure milestones in workflows and if we see lot of people start hitting a particular milestone, that could indicate something going wrong. Is that being considered as one of the metrics we could set alerts for?

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Thank you @Nikhil Ponnam  I can now access the feature in the Dev and I am running through some tests and its looking good.

One requirement I can think of from my end, is the ability to email a non Genesys users email address. 

For example : Alerting a user via Slack or a Slack group. For this to happen, the Alerting would need to be flexible enough to be able to add different emails addresses. At present I only see the ability to select the Genesys users and that would just have their corporate email address associated with it.

Thanks

Yes, we enabled the feature for the org. I just sent out the email.

Thanks,

Hi @Nikhil Ponnam
I signed up to this for our Dev Org a few days ago. Should I receive an email for this soon?

Thanks

Hi Anish, thanks for the feedback. We are evaluating the use cases for alerting in general for custom/user-defined metrics. This seems to fit into that category. This is the corresponding idea. Alerting based on custom metrics | Genesys Cloud Ideas Portal (aha.io)

Please vote on that if you agree and add specifics as applicable.

Thanks,

Thanks,

One of the things that would be useful to recieve alerts on is when something goes wrong in a customer journey e.g if we configure milestones in workflows and if we see lot of people start hitting a particular milestone, that could indicate something going wrong. Is that being considered as one of the metrics we could set alerts for?

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

I am doing something similar, I send our alerts to a MS Teams Channel

I had to setup dummy users accounts and use the channel email address for the account. now I can pick the user in the drop-down menu. this does not require a license for the dummy account.

Thank you @Nikhil Ponnam  I can now access the feature in the Dev and I am running through some tests and its looking good.

One requirement I can think of from my end, is the ability to email a non Genesys users email address. 

For example : Alerting a user via Slack or a Slack group. For this to happen, the Alerting would need to be flexible enough to be able to add different emails addresses. At present I only see the ability to select the Genesys users and that would just have their corporate email address associated with it.

Thanks

Yes, we enabled the feature for the org. I just sent out the email.

Thanks,

Hi @Nikhil Ponnam
I signed up to this for our Dev Org a few days ago. Should I receive an email for this soon?

Thanks

Hi Anish, thanks for the feedback. We are evaluating the use cases for alerting in general for custom/user-defined metrics. This seems to fit into that category. This is the corresponding idea. Alerting based on custom metrics | Genesys Cloud Ideas Portal (aha.io)

Please vote on that if you agree and add specifics as applicable.

Thanks,

Thanks,

One of the things that would be useful to recieve alerts on is when something goes wrong in a customer journey e.g if we configure milestones in workflows and if we see lot of people start hitting a particular milestone, that could indicate something going wrong. Is that being considered as one of the metrics we could set alerts for?

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi @Nikhil Ponnam
I signed up to this for our Dev Org a few days ago. Should I receive an email for this soon?

Thanks

Hi Anish, thanks for the feedback. We are evaluating the use cases for alerting in general for custom/user-defined metrics. This seems to fit into that category. This is the corresponding idea. Alerting based on custom metrics | Genesys Cloud Ideas Portal (aha.io)

Please vote on that if you agree and add specifics as applicable.

Thanks,

Thanks,

One of the things that would be useful to recieve alerts on is when something goes wrong in a customer journey e.g if we configure milestones in workflows and if we see lot of people start hitting a particular milestone, that could indicate something going wrong. Is that being considered as one of the metrics we could set alerts for?

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi @Nikhil Ponnam

I signed up for this for our Prod environment a week ago or so after the successful testing in our Dev environment. Is it possible to add our Prod, or do we need to wait for it to be GA?
Thanks

Hi @Nikhil Ponnam
I signed up to this for our Dev Org a few days ago. Should I receive an email for this soon?

Thanks

Hi Anish, thanks for the feedback. We are evaluating the use cases for alerting in general for custom/user-defined metrics. This seems to fit into that category. This is the corresponding idea. Alerting based on custom metrics | Genesys Cloud Ideas Portal (aha.io)

Please vote on that if you agree and add specifics as applicable.

Thanks,

Thanks,

One of the things that would be useful to recieve alerts on is when something goes wrong in a customer journey e.g if we configure milestones in workflows and if we see lot of people start hitting a particular milestone, that could indicate something going wrong. Is that being considered as one of the metrics we could set alerts for?

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi Anish, thanks for the feedback. We are evaluating the use cases for alerting in general for custom/user-defined metrics. This seems to fit into that category. This is the corresponding idea. Alerting based on custom metrics | Genesys Cloud Ideas Portal (aha.io)

Please vote on that if you agree and add specifics as applicable.

Thanks,

Thanks,

One of the things that would be useful to recieve alerts on is when something goes wrong in a customer journey e.g if we configure milestones in workflows and if we see lot of people start hitting a particular milestone, that could indicate something going wrong. Is that being considered as one of the metrics we could set alerts for?

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi Nikhil,

Is there any plans to add alert based on agent presence on queue level?

A common request is to get alerted when number of signed-on agents go below a certain level, for example when the last agent sign-off from the queue.

I would also like to be able to apply a schedule on alerts, some alerts are not needed outside of office hours.

Hi Anish, thanks for the feedback. We are evaluating the use cases for alerting in general for custom/user-defined metrics. This seems to fit into that category. This is the corresponding idea. Alerting based on custom metrics | Genesys Cloud Ideas Portal (aha.io)

Please vote on that if you agree and add specifics as applicable.

Thanks,

Thanks,

One of the things that would be useful to recieve alerts on is when something goes wrong in a customer journey e.g if we configure milestones in workflows and if we see lot of people start hitting a particular milestone, that could indicate something going wrong. Is that being considered as one of the metrics we could set alerts for?

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi Nikhil,

Is there any plans to add alert based on agent presence on queue level?

A common request is to get alerted when number of signed-on agents go below a certain level, for example when the last agent sign-off from the queue.

I would also like to be able to apply a schedule on alerts, some alerts are not needed outside of office hours.

Hi Anish, thanks for the feedback. We are evaluating the use cases for alerting in general for custom/user-defined metrics. This seems to fit into that category. This is the corresponding idea. Alerting based on custom metrics | Genesys Cloud Ideas Portal (aha.io)

Please vote on that if you agree and add specifics as applicable.

Thanks,

Thanks,

One of the things that would be useful to recieve alerts on is when something goes wrong in a customer journey e.g if we configure milestones in workflows and if we see lot of people start hitting a particular milestone, that could indicate something going wrong. Is that being considered as one of the metrics we could set alerts for?

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

#BetaAnnouncement
#NowRecruiting

------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX
------------------------------

I created some simple real time alerts for things like meal status greater than an hour and phone calls longer than 10 minutes and am having some interesting results. Sometimes when these alerts trip and then the event which tripped them, for example long call, clears the alert will continue to alert me every 15 minutes for hours after the fact. Is anyone else experiencing this?

------------------------------
Mark Tatera
TTEC Digital, LLC fka Avtex Solutions, LLC

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.

Original Message:
Sent: 01-19-2023 09:42
From: Nikhil Ponnam
Subject: Beta: Real-time Alerting

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

#BetaAnnouncement
#NowRecruiting

------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX
------------------------------

Yes I have the same, it keeps alerting until you mark it as read.  I would like to see them clear without intervention ideally.  

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Original Message:
Sent: 02-27-2023 09:07
From: Mark Tatera
Subject: Beta: Real-time Alerting

I created some simple real time alerts for things like meal status greater than an hour and phone calls longer than 10 minutes and am having some interesting results. Sometimes when these alerts trip and then the event which tripped them, for example long call, clears the alert will continue to alert me every 15 minutes for hours after the fact. Is anyone else experiencing this?

------------------------------
Mark Tatera
TTEC Digital, LLC fka Avtex Solutions, LLC

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.

Original Message:
Sent: 01-19-2023 09:42
From: Nikhil Ponnam
Subject: Beta: Real-time Alerting

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

#BetaAnnouncement
#NowRecruiting

------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX
------------------------------

Yes I have the same, it keeps alerting until you mark it as read.  I would like to see them clear without intervention ideally.  

I created some simple real time alerts for things like meal status greater than an hour and phone calls longer than 10 minutes and am having some interesting results. Sometimes when these alerts trip and then the event which tripped them, for example long call, clears the alert will continue to alert me every 15 minutes for hours after the fact. Is anyone else experiencing this?

------------------------------
Mark Tatera
TTEC Digital, LLC fka Avtex Solutions, LLC

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.

Original Message:
Sent: 01-19-2023 09:42
From: Nikhil Ponnam
Subject: Beta: Real-time Alerting

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

#BetaAnnouncement
#NowRecruiting

------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX
------------------------------

Even after marking mine read they continue to alert, its quite annoying. I will mess with the alerts again to make the other recommended changes and see what happens. I do want to mention that this really feels like a bug to me and should be looked into. I suspect many customers will attemt to use the alerts in the same way and will also receive unintended behavior.

Yes I have the same, it keeps alerting until you mark it as read.  I would like to see them clear without intervention ideally.  

I created some simple real time alerts for things like meal status greater than an hour and phone calls longer than 10 minutes and am having some interesting results. Sometimes when these alerts trip and then the event which tripped them, for example long call, clears the alert will continue to alert me every 15 minutes for hours after the fact. Is anyone else experiencing this?

------------------------------
Mark Tatera
TTEC Digital, LLC fka Avtex Solutions, LLC

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.

Original Message:
Sent: 01-19-2023 09:42
From: Nikhil Ponnam
Subject: Beta: Real-time Alerting

Hi everyone,

We are excited to announce the availability of Real-time Alerting feature beta to the community.

This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.

If you are interested, please sign-up by filling out the form below.

Real-time Alerting Beta Sign-up

 After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

Thanks,

#BetaAnnouncement
#NowRecruiting

------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX
------------------------------