Genesys Cloud - Main

When working with alerts, is this setting prohibiting me from getting an alert if a certain condition is met if it has been less than 15 minutes since the last alert?  I am unable to lower this number and I am not getting alerts as often as I should.  Please advise.  

When working with alerts, is this setting prohibiting me from getting an alert if a certain condition is met if it has been less than 15 minutes since the last alert?  I am unable to lower this number and I am not getting alerts as often as I should.  Please advise.  

@Nick Kieffer - whenever the alert condition is met and the alert is triggered, you should see a notification independent of this setting. This setting is applicable to renotification frequency i.e. how often the subsequent notifications for that alert will be sent. 

The alert notifications will stop if the alert rule goes back to normal state i.e., the condition is no longer true. You mentioned that you are not getting alerts as often as you should. Does that mean that you are seeing the alert rule status being active but not receiving any notifications after the first notification? 

Thanks,

When working with alerts, is this setting prohibiting me from getting an alert if a certain condition is met if it has been less than 15 minutes since the last alert?  I am unable to lower this number and I am not getting alerts as often as I should.  Please advise.  

I have the following set up to alert me when a call goes 10 minutes or longer.  However, I just got an alert and no calls are over 10 minutes and conversely, I have seen calls over 10 minutes and not received an alert.  Have I set this up correctly?  Please advise.  Thank you.  

@Nick Kieffer - whenever the alert condition is met and the alert is triggered, you should see a notification independent of this setting. This setting is applicable to renotification frequency i.e. how often the subsequent notifications for that alert will be sent. 

The alert notifications will stop if the alert rule goes back to normal state i.e., the condition is no longer true. You mentioned that you are not getting alerts as often as you should. Does that mean that you are seeing the alert rule status being active but not receiving any notifications after the first notification? 

Thanks,

When working with alerts, is this setting prohibiting me from getting an alert if a certain condition is met if it has been less than 15 minutes since the last alert?  I am unable to lower this number and I am not getting alerts as often as I should.  Please advise.  

@Nick Kieffer - the supported list of metrics and their definitions, for alerting are listed here: https://help.mypurecloud.com/articles/real-time-agent-queue-and-user-presence-metrics/ 

As described in that document, the "connected" metric represents number of connected interactions and the "interactions" metric corresponds to number of users interacting in the selected queue. 

Since you are looking for alerting when a call goes over 10 minutes, can you try setting up a rule that uses "Single Conversation Total Talk" metric for the queue? This allows for evaluating total talk time for any call in the specified queue and triggering the alert if the condition is met.

Please note that only one condition per rule is allowed if you are using "single conversation"-based metrics (https://help.mypurecloud.com/articles/create-alert-rule/#citem_2979-e97c). So you need to set up individual rules for each queue you want to monitor. The duration value in the rule condition is expected to be in seconds.

Thanks,

I have the following set up to alert me when a call goes 10 minutes or longer.  However, I just got an alert and no calls are over 10 minutes and conversely, I have seen calls over 10 minutes and not received an alert.  Have I set this up correctly?  Please advise.  Thank you.  

@Nick Kieffer - whenever the alert condition is met and the alert is triggered, you should see a notification independent of this setting. This setting is applicable to renotification frequency i.e. how often the subsequent notifications for that alert will be sent. 

The alert notifications will stop if the alert rule goes back to normal state i.e., the condition is no longer true. You mentioned that you are not getting alerts as often as you should. Does that mean that you are seeing the alert rule status being active but not receiving any notifications after the first notification? 

Thanks,

When working with alerts, is this setting prohibiting me from getting an alert if a certain condition is met if it has been less than 15 minutes since the last alert?  I am unable to lower this number and I am not getting alerts as often as I should.  Please advise.  

Thank you as this information was helpful.  One other request and maybe this is on the roadmap, it would be great if the alert included information on the call or agent who triggered the alert.  Often when I go look at the dashboard, it is not obvious which call triggered it.  I hope that makes sense.

Thanks again,
Nick

@Nick Kieffer - the supported list of metrics and their definitions, for alerting are listed here: https://help.mypurecloud.com/articles/real-time-agent-queue-and-user-presence-metrics/ 

As described in that document, the "connected" metric represents number of connected interactions and the "interactions" metric corresponds to number of users interacting in the selected queue. 

Since you are looking for alerting when a call goes over 10 minutes, can you try setting up a rule that uses "Single Conversation Total Talk" metric for the queue? This allows for evaluating total talk time for any call in the specified queue and triggering the alert if the condition is met.

Please note that only one condition per rule is allowed if you are using "single conversation"-based metrics (https://help.mypurecloud.com/articles/create-alert-rule/#citem_2979-e97c). So you need to set up individual rules for each queue you want to monitor. The duration value in the rule condition is expected to be in seconds.

Thanks,

I have the following set up to alert me when a call goes 10 minutes or longer.  However, I just got an alert and no calls are over 10 minutes and conversely, I have seen calls over 10 minutes and not received an alert.  Have I set this up correctly?  Please advise.  Thank you.  

@Nick Kieffer - whenever the alert condition is met and the alert is triggered, you should see a notification independent of this setting. This setting is applicable to renotification frequency i.e. how often the subsequent notifications for that alert will be sent. 

The alert notifications will stop if the alert rule goes back to normal state i.e., the condition is no longer true. You mentioned that you are not getting alerts as often as you should. Does that mean that you are seeing the alert rule status being active but not receiving any notifications after the first notification? 

Thanks,

When working with alerts, is this setting prohibiting me from getting an alert if a certain condition is met if it has been less than 15 minutes since the last alert?  I am unable to lower this number and I am not getting alerts as often as I should.  Please advise.  

Thanks for the feedback. Yes, the feature to include information about the agent/queue/conversation who triggered the alert is on the roadmap: https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1325

Thank you as this information was helpful.  One other request and maybe this is on the roadmap, it would be great if the alert included information on the call or agent who triggered the alert.  Often when I go look at the dashboard, it is not obvious which call triggered it.  I hope that makes sense.

Thanks again,
Nick

@Nick Kieffer - the supported list of metrics and their definitions, for alerting are listed here: https://help.mypurecloud.com/articles/real-time-agent-queue-and-user-presence-metrics/ 

As described in that document, the "connected" metric represents number of connected interactions and the "interactions" metric corresponds to number of users interacting in the selected queue. 

Since you are looking for alerting when a call goes over 10 minutes, can you try setting up a rule that uses "Single Conversation Total Talk" metric for the queue? This allows for evaluating total talk time for any call in the specified queue and triggering the alert if the condition is met.

Please note that only one condition per rule is allowed if you are using "single conversation"-based metrics (https://help.mypurecloud.com/articles/create-alert-rule/#citem_2979-e97c). So you need to set up individual rules for each queue you want to monitor. The duration value in the rule condition is expected to be in seconds.

Thanks,

I have the following set up to alert me when a call goes 10 minutes or longer.  However, I just got an alert and no calls are over 10 minutes and conversely, I have seen calls over 10 minutes and not received an alert.  Have I set this up correctly?  Please advise.  Thank you.  

@Nick Kieffer - whenever the alert condition is met and the alert is triggered, you should see a notification independent of this setting. This setting is applicable to renotification frequency i.e. how often the subsequent notifications for that alert will be sent. 

The alert notifications will stop if the alert rule goes back to normal state i.e., the condition is no longer true. You mentioned that you are not getting alerts as often as you should. Does that mean that you are seeing the alert rule status being active but not receiving any notifications after the first notification? 

Thanks,

When working with alerts, is this setting prohibiting me from getting an alert if a certain condition is met if it has been less than 15 minutes since the last alert?  I am unable to lower this number and I am not getting alerts as often as I should.  Please advise.