Genesys Cloud - Main

Not quite the same, but I have been experiencing similar weird behavior with alerts since 10/18. Every 18-20 hours, I receive three subsequent alert notifications (9 minutes between alert 1 & 2, and 7 minutes between alert 2 & 3). Similar to you, this is happening with only one alert rule although I have another alert with the same settings. The alert conditions are never met when I receive these notifications, and they are almost exclusively during hours when our contact centers are closed. They have been repeating on the exact same schedule/cycle since this issue began.

I currently have a case open with care - I'll post back with any relevant updates that comes from that.

Hi Emily,

I just wanted to check back to see if you received any further information from Genesys.  We are now experiencing this issue with another Alert, so we need to figure out what's causing this behaviour.  Before I escalate a case, any information you have found would be really appreciated.

Thanks in advance!

Jennifer

Not quite the same, but I have been experiencing similar weird behavior with alerts since 10/18. Every 18-20 hours, I receive three subsequent alert notifications (9 minutes between alert 1 & 2, and 7 minutes between alert 2 & 3). Similar to you, this is happening with only one alert rule although I have another alert with the same settings. The alert conditions are never met when I receive these notifications, and they are almost exclusively during hours when our contact centers are closed. They have been repeating on the exact same schedule/cycle since this issue began.

I currently have a case open with care - I'll post back with any relevant updates that comes from that.

Hi there

I wish I had better information to share. My case with Care went cold/nonresponsive for a few weeks, and during that time the issue stopped. When Care reached back out, there wasn't really much of an explanation about why it happened or what resolved it beyond "This may have been some fixes we deployed, or your org may have."  I didn't make changes to anything alert-related and presumably if Genesys deployed a fix it would have resolved things for you too, so it's hard to say why it stopped as randomly as it started. 

Good luck! 

Hi Emily,

I just wanted to check back to see if you received any further information from Genesys.  We are now experiencing this issue with another Alert, so we need to figure out what's causing this behaviour.  Before I escalate a case, any information you have found would be really appreciated.

Thanks in advance!

Jennifer

Not quite the same, but I have been experiencing similar weird behavior with alerts since 10/18. Every 18-20 hours, I receive three subsequent alert notifications (9 minutes between alert 1 & 2, and 7 minutes between alert 2 & 3). Similar to you, this is happening with only one alert rule although I have another alert with the same settings. The alert conditions are never met when I receive these notifications, and they are almost exclusively during hours when our contact centers are closed. They have been repeating on the exact same schedule/cycle since this issue began.

I currently have a case open with care - I'll post back with any relevant updates that comes from that.