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  • 1.  How are alerts being triggered??

    Posted 10-17-2023 10:30
    No replies, thread closed.

    Good morning,

    This is my 1st post, so let me know if anything is missing.

    We've recently started using the Genesys Real-time Alerts under the Performance/Workspace/Alert Rules TAB.

    We configured 2 different Alert types:

     1. Identifying any voice interaction that has been waiting between 20 and 30 minutes.

     2. Identifying any voice interaction that has been waiting over 30 minutes.

    (I've attached screenshot of how we configured both)

    Now that we have been using these alerts for a few weeks, we are noticing that alerts are being sent out despite the fact we are not seeing any interactions waiting in queue.

    Is there any documentation other that what we have under the help menu that would better explain how alerts are triggered regarding wait times?

    Any help is appreciated.


    #Unsure/Other

    ------------------------------
    Denis Villeneuve
    Becton Dickinson and Company
    ------------------------------


  • 2.  RE: How are alerts being triggered??

    Posted 10-17-2023 15:48
    No replies, thread closed.

    Hello, 

    Not 100% sure on this answer, but since no one else has responded, have you tried using Single Conversation Total Wait? Max Wait goes off the maximum for the interval, so if a call hits the Max but goes away, you will continue to alert for the rest of the interval. Single Conversation Total Wait goes off one conversations combined wait time, which could cause issues for transferred calls but that is likely fewer than problem intervals. 

    Also, below the screenshots you provided are notification settings. One of these is sending a notification when an alert triggers, plus every so many minutes that it is still happening, your choice of how many. A check box is also down there to let you receive a notification that you have exited alarm which could appear to be a duplicate notification but would come through after the "problem" has been fixed. 

    Here is a link to a page with the column definitions in the resource center. It's very helpful. 

    https://help.mypurecloud.com/articles/real-time-agent-queue-and-user-presence-metrics/



    ------------------------------
    Aaron Buckley
    Breezeline
    ------------------------------



  • 3.  RE: How are alerts being triggered??

    Posted 10-18-2023 09:21
    No replies, thread closed.

    @Denis Villeneuve - as @Aaron Buckley pointed out, single conversation total wait time would be the right metric to use to address your use case. The metric, Max Wait, that you have configured corresponds to maximum wait time across all the interactions within the selected queue. Alert rules based on the max wait time metric, get evaluated every 30 minutes (current interval) and its possible that you are seeing these notifications within the interval, until the rule gets re-evaluated at the start of next interval. On the other hand, rules based on single conversation-based metrics are instantaneously evaluated and trigger alerts if the conditions are met.

    Please let me know if you are seeing this issue after configuring the rule with single conversation wait metric.

    Thanks,



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



  • 4.  RE: How are alerts being triggered??

    Posted 10-18-2023 10:02
    No replies, thread closed.

    Thanks @Nikhil Ponnam & @Aaron Buckley!!! This actually solved my issue and allowed me to better explain the root cause to my leadership team.

    As my 1st experience in posting on Genesys Community, this was awesome.

    Thanks again,



    ------------------------------
    Denis Villeneuve
    Becton Dickinson and Company
    ------------------------------

    Original Message


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