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  • 1.  Create an alert rule

    Posted 12-01-2023 12:02

    Hello, Our customer service department is looking to create an alert Rule, but one that will be sent out every minute or 2. However the lowest that we can select is 15 minutes? How can we lower the minimum?

    When this alert triggers, how often, in minutes, should notifications be sent?


    #Reporting/Analytics
    #Routing(ACD/IVR)

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    Danny Ballerini
    District of Columbia Water and Sewer Authority
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  • 2.  RE: Create an alert rule

    GENESYS
    Posted 12-05-2023 13:45

    @Danny Ballerini - To clarify, alert notifications will be sent as soon as the alert is triggered (based on the rule condition being met). However, the subsequent notification (re-notifications) for that alert will be sent according to the interval specified using this setting (minimum interval being 15 minutes). For re-notifications, we set 15 minute as minimum to avoid too many notifications sent per alert. If you are looking for shorter re-notification interval, can you elaborate on why you need more frequent notifications so I can better understand the use case?

    Thanks,



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    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
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  • 3.  RE: Create an alert rule

    Posted 12-05-2023 13:57

    @Nikhil Ponnam Thank you for the reply.  The use case would be to lower it for scenarios where we have an obligation. We provide water for 1,00,000 people including hospitals. If there is a water outage, and our queue time is 20 minutes, that is not acceptable, and we'd like to alert management more frequently that every 15 minutes so that we can address the issue (staffing). thanks



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    Danny Ballerini
    District of Columbia Water and Sewer Authority
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  • 4.  RE: Create an alert rule

    GENESYS
    Posted 12-05-2023 14:50

    Thanks @Danny Ballerini, this is very helpful. One follow-up question: In this case, are you expecting notifications in-app (toast notifications) or emails/SMSs as well? We have daily, org-wide limits for emails and SMSs to take into account, so trying to understand this within that context.

    We'll look into this and it'd be great if you can log an idea for this via Genesys idea portal, so other organizations interested in this feature can vote on it as well as provide any additional feedback. And we will evaluate it as part of our standard idea intake process.

    Thanks,



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    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
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  • 5.  RE: Create an alert rule

    Posted 12-06-2023 07:10

    Hi Nikhil,

    Just to confirm then, that the alert will be sent each time the conditions are met and the timer is only for re-notifications for the same alert (presumably if the conditions haven't cleared)?

    E.g. If you created an alert for calls in queue > 0, it would send a new alert every time a call was in the queue? It wouldn't only trigger once every 15 minutes?



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    James Dunn
    Pitney Bowes Inc.
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  • 6.  RE: Create an alert rule

    GENESYS
    Posted 12-06-2023 08:48

    @James Dunn - that's correct.



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    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
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