Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  No Agents on Queue Alerts - Late alerts after closure

    Posted 11-17-2025 13:15
    No replies, thread closed.

    Our queue supervisor wants alerts when there are no agents on queue, but they're showing up a few minutes after the queue has closed, daily. 

    The rest of the time, they work as intended.  I considered stopping the alert rule a few minutes before closure, but I don't find any mechanism within the alert configuration to set a timeframe. In practice, this is a significant issue because we send the alerts out to multiple leadership members who are understandably tired of getting false alerts every night after closure. I prefer not to have to scrap the alerts all day just to prevent these errant alerts after hours.

    I have already confirmed that these are not valid alerts coming in a couple minutes late. There were agents on queue 1-2 minutes past the queue close time. 

    Thanks for any help you can provide. This is my first post in the Community! 


    #System/PlatformAdministration

    ------------------------------
    Jessica Stevens
    Unified Communications Engineer
    ------------------------------


  • 2.  RE: No Agents on Queue Alerts - Late alerts after closure
    Best Answer

    Posted 11-18-2025 13:33
    No replies, thread closed.

    Hello Jessica,

    Welcome to the Community! I recreated an Alert Rule similar to the one in your screenshot in my environment and I was able to receive a pop up toast message in Genesys Cloud, as well as an email to my inbox when I had my last agent go off queue (number of agents on queue = 0).

    I would recommend revisiting the settings of your Alert Rule or recreating it and saving. Be sure to make sure that the Alert Rule is also enabled so that the alerts can be sent out.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: No Agents on Queue Alerts - Late alerts after closure

    Posted 11-18-2025 14:57
    No replies, thread closed.

    Hi @Jason Kleitz, thanks for the response! To clarify, they are working throughout the day. What I'm trying to prevent is them coming in every day a couple minutes past the close of the queue. I'm not sure why 1) they're coming in after queue close, and 2) they aren't accurate even at that time because I had agents stay on-queue even past the queue close. 

    Would you happen to know why they continue to come in past the queue operating hours? It's only about 2 minutes past, but it's every single day, and I can't seem to circumvent it by keeping the agents on queue until 8:05. 



    ------------------------------
    Jessica Stevens
    Unified Communications Engineer
    ------------------------------

    Original Message


Related Content