Genesys Cloud - Main

Can an agent be alerted when there's a Repeat caller? This would help allow the agent to know if the caller could possibly be upset or irritate before hand. 

You cannot simply enable a setting in Genesys and expect the system to show an automatic alert to the agent when a customer calls repeatedly on the same day. There is no built-in "Repeat Caller Alert" available in the platform.

However, you can try to implement a custom solution. For example, you can use the APIs or a Data Action module to check how many times the same number has called within a given period, and based on that result, trigger an alert - whether as a pop-up, a routing change, a custom attribute on the call, or a notification to the agent.

i found this : 

https://community.genesys.com/discussion/repeat-callers
https://github.com/GenesysCloudDevOps/public-api-get-repeat-caller-count-use-within-script-data-action-module