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  • 1.  Sharing alerts with other Supervisors

    Posted 06-19-2020 02:43
    No replies, thread closed.

    Good morning,

    I have configured 20-something rules to give notification to handlers and team leaders if for example the

    maximum waiting time exceeds 40 seconds.

     

    My problem is that I am going on vacation next month and no other supervisor can enable or disable any rules I have set in place before I left.

     

    Is there a way that rules that I have made can be edited or shared with other supervisors?

     

     


    #SystemAdministration

    ------------------------------
    Mats Mossing
    Lowell Norway AS
    ------------------------------


  • 2.  RE: Sharing alerts with other Supervisors

    Posted 06-20-2020 06:26
    No replies, thread closed.
    Hi Mats,

    I haven't seen any option to share the alert rules with other users.

    If you know how to use the API you can try to copy the list of rules you have to another user.

    https://developer.mypurecloud.com/api/rest/v2/alerting/#get-api-v2-alerting-interactionstats-rules

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------



  • 3.  RE: Sharing alerts with other Supervisors

    Posted 06-22-2020 04:06
    No replies, thread closed.
    Hi Mats,

    Unfortunately it is not currently possible to share the alerts that are created, you can only configure who becomes alerted when the condition is triggered.

    This idea has been raised a couple of times in the Genesys Ideas forum, links have been included below for reference:

    https://purecloud.ideas.aha.io/ideas/CLSELF-I-104
    https://purecloud.ideas.aha.io/ideas/CLDIG-I-533


    ------------------------------
    Gareth James
    CALLSCAN AUSTRALIA PTY. LTD.
    ------------------------------



  • 4.  RE: Sharing alerts with other Supervisors

    Posted 06-22-2020 09:46
    No replies, thread closed.
    The only workaround right now would be to add more people in each rule: 
    I checked with Product Management - they're working on this... it will probably be similar to the public/private settings for dashboards. Sorry, no firm dates (agile!)


    ------------------------------
    Randolph Carter
    Genesys - Employees
    ------------------------------



  • 5.  RE: Sharing alerts with other Supervisors

    Posted 06-23-2020 01:01
    No replies, thread closed.
    Thank you so much for all the replies!

    But even if you add more people to the rule, they still don't have the option to turn of the same rule?

    ------------------------------
    Mats Mossing
    Lowell Norge AS
    ------------------------------

    Original Message


  • 6.  RE: Sharing alerts with other Supervisors

    Posted 06-23-2020 09:35
    No replies, thread closed.
    Yes, the person who created the alert rule has to add them and remove other people -
    Or, from the perspective of someone receiving an alert, once you are added to a rule you can't do anything about it unless you own the rule. 

    I agree it's not optimal and, more importantly, so do our product teams. That's the initial design for the feature, but it will be improved in a future release. 

    If you want to add your opinions to help move the feature up the planning list here are links to the idea portal:
    (from Gareth James' post above)
    https://purecloud.ideas.aha.io/ideas/CLSELF-I-104
    https://purecloud.ideas.aha.io/ideas/CLDIG-I-533

    /pRC

    ------------------------------
    Randolph Carter
    Genesys - Employees
    ------------------------------

    Original Message


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