Hello everyone! 

I am looking at creating some alerts to assist with call center supervisors in monitoring specific queues and alerting them in the event the volume in queue holding exceeds a certain threshold. I was reading through the Resource Center articles, and unless I overlooked it,I wasnt able to find the following information.  

• Is there a limit to the number of alerts a specific user can make? This would be similar to how a specific user is limited to 20 scheduled exports currently, but not seeing anything like this limitation for alerts.
• While testing the text message part, I received an alert from a 919 number from Genesys. Is this number static or is it subject to change? 
• On this article, it states "Users do not incur more Genesys Cloud charges when they receive alert notifications by text messages. However, users are responsible for any charges that are associated with their text messaging plan." To confirm, if we enable SMS messages, we will not be creating additional charges on the Genesys subscription for our organization, is that correct? 

Thank you in advance for the help!

Hello everyone! 

I am looking at creating some alerts to assist with call center supervisors in monitoring specific queues and alerting them in the event the volume in queue holding exceeds a certain threshold. I was reading through the Resource Center articles, and unless I overlooked it,I wasnt able to find the following information.  

• Is there a limit to the number of alerts a specific user can make? This would be similar to how a specific user is limited to 20 scheduled exports currently, but not seeing anything like this limitation for alerts.
• While testing the text message part, I received an alert from a 919 number from Genesys. Is this number static or is it subject to change? 
• On this article, it states "Users do not incur more Genesys Cloud charges when they receive alert notifications by text messages. However, users are responsible for any charges that are associated with their text messaging plan." To confirm, if we enable SMS messages, we will not be creating additional charges on the Genesys subscription for our organization, is that correct? 

Thank you in advance for the help!

Hello everyone! 

I am looking at creating some alerts to assist with call center supervisors in monitoring specific queues and alerting them in the event the volume in queue holding exceeds a certain threshold. I was reading through the Resource Center articles, and unless I overlooked it,I wasnt able to find the following information.  

• Is there a limit to the number of alerts a specific user can make? This would be similar to how a specific user is limited to 20 scheduled exports currently, but not seeing anything like this limitation for alerts.
• While testing the text message part, I received an alert from a 919 number from Genesys. Is this number static or is it subject to change? 
• On this article, it states "Users do not incur more Genesys Cloud charges when they receive alert notifications by text messages. However, users are responsible for any charges that are associated with their text messaging plan." To confirm, if we enable SMS messages, we will not be creating additional charges on the Genesys subscription for our organization, is that correct? 

Thank you in advance for the help!

@Jim Mayer - the limit on the number of alert rules that can be created, per user is 100 and the limit on the number of rules that can be enabled, per user is 50. We are going to update the documentation with this information.

The SMS origination number is region-dependent and is static. For SMSs sent within US, that is the 919 number. On the final point, you are right that there will not be any additional charges on Genesys subscription when using SMS notifications of Genesys Cloud Alerting functionality.

Thanks,

Hello everyone! 

I am looking at creating some alerts to assist with call center supervisors in monitoring specific queues and alerting them in the event the volume in queue holding exceeds a certain threshold. I was reading through the Resource Center articles, and unless I overlooked it,I wasnt able to find the following information.  

• Is there a limit to the number of alerts a specific user can make? This would be similar to how a specific user is limited to 20 scheduled exports currently, but not seeing anything like this limitation for alerts.
• While testing the text message part, I received an alert from a 919 number from Genesys. Is this number static or is it subject to change? 
• On this article, it states "Users do not incur more Genesys Cloud charges when they receive alert notifications by text messages. However, users are responsible for any charges that are associated with their text messaging plan." To confirm, if we enable SMS messages, we will not be creating additional charges on the Genesys subscription for our organization, is that correct? 

Thank you in advance for the help!

Thank you Jason, Mikaylah, and Nikhil for the answers, that was a great help and what I needed! 

Additionally, on https://help.mypurecloud.com/articles/real-time-agent-queue-and-user-presence-metrics/?theme=simplified , on the Queue Metrics tab there is a metric titled "Single conversation total wait" but I am not seeing a way to select this specific metric. I have my alert set to Conversation Metric, is there something I am missing?

Also, is there a character limit or not allowed characters for the rule name? This doesnt appear to be mentioned in the documentation either but I am getting a failure to create if the rule name exceeds a certain threshold or 

@Jim Mayer - the limit on the number of alert rules that can be created, per user is 100 and the limit on the number of rules that can be enabled, per user is 50. We are going to update the documentation with this information.

The SMS origination number is region-dependent and is static. For SMSs sent within US, that is the 919 number. On the final point, you are right that there will not be any additional charges on Genesys subscription when using SMS notifications of Genesys Cloud Alerting functionality.

Thanks,

Hello everyone! 

I am looking at creating some alerts to assist with call center supervisors in monitoring specific queues and alerting them in the event the volume in queue holding exceeds a certain threshold. I was reading through the Resource Center articles, and unless I overlooked it,I wasnt able to find the following information.  

• Is there a limit to the number of alerts a specific user can make? This would be similar to how a specific user is limited to 20 scheduled exports currently, but not seeing anything like this limitation for alerts.
• While testing the text message part, I received an alert from a 919 number from Genesys. Is this number static or is it subject to change? 
• On this article, it states "Users do not incur more Genesys Cloud charges when they receive alert notifications by text messages. However, users are responsible for any charges that are associated with their text messaging plan." To confirm, if we enable SMS messages, we will not be creating additional charges on the Genesys subscription for our organization, is that correct? 

Thank you in advance for the help!

@Jim Mayer - Just to confirm, for the single conversation total wait-based rule, are you defining the rule for a specific queue? (example shown below). If it's not showing up, it could be a bug that we need to look into. I recommend logging a support ticket with the details so we can take a look as soon as possible. I'll have to get back to you on the character limit related question. How many characters is your rule name? I tested with a long name (30 characters) and I can save the rule fine. The issue you are running into might be related to something else.

Thanks,

Thank you Jason, Mikaylah, and Nikhil for the answers, that was a great help and what I needed! 

Additionally, on https://help.mypurecloud.com/articles/real-time-agent-queue-and-user-presence-metrics/?theme=simplified , on the Queue Metrics tab there is a metric titled "Single conversation total wait" but I am not seeing a way to select this specific metric. I have my alert set to Conversation Metric, is there something I am missing?

Also, is there a character limit or not allowed characters for the rule name? This doesnt appear to be mentioned in the documentation either but I am getting a failure to create if the rule name exceeds a certain threshold or 

@Jim Mayer - the limit on the number of alert rules that can be created, per user is 100 and the limit on the number of rules that can be enabled, per user is 50. We are going to update the documentation with this information.

The SMS origination number is region-dependent and is static. For SMSs sent within US, that is the 919 number. On the final point, you are right that there will not be any additional charges on Genesys subscription when using SMS notifications of Genesys Cloud Alerting functionality.

Thanks,

Hello everyone! 

I am looking at creating some alerts to assist with call center supervisors in monitoring specific queues and alerting them in the event the volume in queue holding exceeds a certain threshold. I was reading through the Resource Center articles, and unless I overlooked it,I wasnt able to find the following information.  

• Is there a limit to the number of alerts a specific user can make? This would be similar to how a specific user is limited to 20 scheduled exports currently, but not seeing anything like this limitation for alerts.
• While testing the text message part, I received an alert from a 919 number from Genesys. Is this number static or is it subject to change? 
• On this article, it states "Users do not incur more Genesys Cloud charges when they receive alert notifications by text messages. However, users are responsible for any charges that are associated with their text messaging plan." To confirm, if we enable SMS messages, we will not be creating additional charges on the Genesys subscription for our organization, is that correct? 

Thank you in advance for the help!

It looks like single conversation total wait rule has to be the only condition for the alert, cannot be used with additional conditions. Its a system limitation, though really should be with multiple queue level conditions. 

For the character limit, I was inputting 145 characters with spaces. I had initially backslashes in the name but tested without and no luck either. I reduced it to 99 characters (since the name is what is sent to those alerted) and it worked, but it appears anything over 100 characters isn't allowed. 

@Jim Mayer - Just to confirm, for the single conversation total wait-based rule, are you defining the rule for a specific queue? (example shown below). If it's not showing up, it could be a bug that we need to look into. I recommend logging a support ticket with the details so we can take a look as soon as possible. I'll have to get back to you on the character limit related question. How many characters is your rule name? I tested with a long name (30 characters) and I can save the rule fine. The issue you are running into might be related to something else.

Thanks,

Thank you Jason, Mikaylah, and Nikhil for the answers, that was a great help and what I needed! 

Additionally, on https://help.mypurecloud.com/articles/real-time-agent-queue-and-user-presence-metrics/?theme=simplified , on the Queue Metrics tab there is a metric titled "Single conversation total wait" but I am not seeing a way to select this specific metric. I have my alert set to Conversation Metric, is there something I am missing?

Also, is there a character limit or not allowed characters for the rule name? This doesnt appear to be mentioned in the documentation either but I am getting a failure to create if the rule name exceeds a certain threshold or 

@Jim Mayer - the limit on the number of alert rules that can be created, per user is 100 and the limit on the number of rules that can be enabled, per user is 50. We are going to update the documentation with this information.

The SMS origination number is region-dependent and is static. For SMSs sent within US, that is the 919 number. On the final point, you are right that there will not be any additional charges on Genesys subscription when using SMS notifications of Genesys Cloud Alerting functionality.

Thanks,

Hello everyone! 

I am looking at creating some alerts to assist with call center supervisors in monitoring specific queues and alerting them in the event the volume in queue holding exceeds a certain threshold. I was reading through the Resource Center articles, and unless I overlooked it,I wasnt able to find the following information.  

• Is there a limit to the number of alerts a specific user can make? This would be similar to how a specific user is limited to 20 scheduled exports currently, but not seeing anything like this limitation for alerts.
• While testing the text message part, I received an alert from a 919 number from Genesys. Is this number static or is it subject to change? 
• On this article, it states "Users do not incur more Genesys Cloud charges when they receive alert notifications by text messages. However, users are responsible for any charges that are associated with their text messaging plan." To confirm, if we enable SMS messages, we will not be creating additional charges on the Genesys subscription for our organization, is that correct? 

Thank you in advance for the help!