A place to ask questions, connect with others, and stay in the know
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?
@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?
@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
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.
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?
@James Dunn - that's correct.
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.