Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Threshold alerts from real time data in performance views

    Posted 09-08-2020 07:07
    No replies, thread closed.
    Hi,

    I would like to know if there is a possibility to set up alerts in the performance view if the statistics reach a certain threshold.
    For example, can we set up an alert if the queue has x number of waiting calls? or If an agent has been in a certain status for 'x' amount of time.

    Any inputs are appreciated. 

    Thanks
    #Ask Me Anything (AMA)
    #Reporting/Analytics
    #Roadmap/NewFeatures
    #Unsure/Other

    ------------------------------
    Aakanksha Goyal
    Cloudoe BV
    ------------------------------


  • 2.  RE: Threshold alerts from real time data in performance views

    Posted 09-08-2020 10:18
    No replies, thread closed.
    There is nothing for Alerts directly in the Performance views. Only the overall Alerts feature as documented at https://help.mypurecloud.com/articles/alerts/

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: Threshold alerts from real time data in performance views

    Posted 09-09-2020 04:39
    No replies, thread closed.
    Additionally there are visual alerts that can be configured in the dashboard where you can change the colors based on certain thresholds being met.

    ------------------------------
    Darlene Oordt
    Sr. Director Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Threshold alerts from real time data in performance views

    Posted 09-09-2020 06:19
    No replies, thread closed.
    Thank you very much for your inputs George and Darlene. 

    I was wondering if there is a possibility to limit these alerts to the opening hours.
    For example- 
    I would like to know if the 'Offered Interactions' to a queue was below a certain number during an interval and this condition would hold true even during the closed hours. I would want to avoid receiving the alerts during that time.

    Thanks in advance.

    ------------------------------
    Aakanksha Goyal
    Cloudoe BV
    ------------------------------

    Original Message


  • 5.  RE: Threshold alerts from real time data in performance views

    Posted 09-09-2020 10:57
    No replies, thread closed.
    That's not currently possible, but we are in the process of rearchitecting how the alerting works and will be adding new functionality, additional metrics, etc.  Please follow the idea in the ideas lab for more information:  CLINB-I-475 

    ------------------------------
    Darlene Oordt
    Sr. Director Product Management
    Genesys - Employees
    ------------------------------

    Original Message


Related Content