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  • 1.  Rule alert emails showing GUID instead of agent name

    Posted 08-26-2024 13:59
    Edited by Matthew Williams 08-26-2024 14:09
    No replies, thread closed.

    We've recently noticed our rule alert email notifications are no longer showing the agent's name who is in violation, instead it is showing their GUID.  Has anyone else noticed this?  This particular rule is set for presence, not responding.

    #SystemAdministration

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    Matthew Williams
    Enterprise Mobility
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  • 2.  RE: Rule alert emails showing GUID instead of agent name

    Posted 08-27-2024 15:00
    No replies, thread closed.

    Hello Matthew,

    Were there any recent changes to the alert rule? Do you know when this alert stopped working as intended?



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    Jason Kleitz
    Genesys - Employees
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  • 3.  RE: Rule alert emails showing GUID instead of agent name

    Posted 08-27-2024 15:11
    No replies, thread closed.

    Hi Jason. 

    No changes made to the alert rules.  I had our support partner test as well and they were able to replicate the same issue, so it doesn't appear to be unique to our org. I don't have an exact date as to when this started happening, but I believe within the past two weeks or so.



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    Matthew Williams
    Enterprise Mobility
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    Original Message


  • 4.  RE: Rule alert emails showing GUID instead of agent name
    Best Answer

    Posted 08-29-2024 17:13
    No replies, thread closed.

    Hello Matthew, 

    I believe this could be a bug within the UI, especially if it's not unique to just your org. At this point I would open up a ticket with customer care UI team and have them take a look. Please make sure to upload console and network logs so they can take a look and escalate this as needed. 

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 5.  RE: Rule alert emails showing GUID instead of agent name

    Posted 10-28-2024 19:06
    No replies, thread closed.

    We're encountering a similar issue with the email notifications. Could someone help me find the conversation ID in Genesys Cloud when only the GUD is attached to the email?



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    Sal Barba
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  • 6.  RE: Rule alert emails showing GUID instead of agent name

    Posted 04-29-2025 11:59
    No replies, thread closed.

    Did this issue ever get a resolution as we are experiencing the same issue with the team member's name not appearing on the Email alert?



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    Thomas Houston
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    Original Message


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