@Nicole Dehn - Creation limit of 100 rules allows for flexibility to create rules without having to delete the existing ones, to fit within the enabled rules limit.
#2 - Yes that's correct. However, you will get in-app notifications for all the agents. We will consider increasing the limit in future and we are taking into account the notification needs while avoiding the issue of creating email spam.
#3 - Same answer as above. We will evaluate the increase of notification limit after we have a few more months of usage insights.
#4 - The 24 hour period is between 00:00 - 11:59 PM - based on org's region's (AWS region) time zone
Thanks,
------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX
------------------------------
Original Message:
Sent: 03-21-2024 08:57
From: Nicole Dehn
Subject: Upcoming Beta: Alerts with contextual information
Thank you for your reply. Just a couple follow-up questions to fully understand.
1. So a user can create 100 rules but only enable 50 of them? I'm curious...what is the use case to have a creation limit where only half can be enabled at a time.
2. For the beta, if we setup a user presence metric rule for agents that go into Not Responding, using a team of 15 people; if each agent triggers the rule 1x during the work day we will only get email/SMS notifications on the 1st 10 agents. Do I understand the correctly?
3. Has there been any thought on increasing the number of external notifications in 24 hours, beyond 1,000? (We have a rather large organization and I can envision us hitting that limit quickly.)
4. When we say the limits reset every 24 hours for external alert notifications, does that mean in a rolling 24 hour period?
------------------------------
Nicki Dehn
AAA Club Alliance
------------------------------
Original Message:
Sent: 03-20-2024 19:48
From: Nikhil Ponnam
Subject: Upcoming Beta: Alerts with contextual information
Hi @Nicole Dehn - the creation limit is 100 per user i.e. a maximum of 100 rules per user but there is a limit of 50 that can be enabled at a given time. Also, each rule has a max limit of 50 notification recipients.
You are right about the notification limits.
Thanks,
------------------------------
Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX
Original Message:
Sent: 03-20-2024 16:35
From: Nicole Dehn
Subject: Upcoming Beta: Alerts with contextual information
Hi Nikhil.
Can you confirm the following Alert limitations for me and let me know if it is accurate, and if I am missing anything?
- Creation limit: 50 rules per user
- Notification Limits: 10 notifications per alert rule, per organization, per method (SMS/Email). Organizational maximum limit for total SMS or emails delivered is 1,000.
- Limits reset every 24 hours; and there is no limit to in-app/toast notifications
Thank you!
------------------------------
Nicki Dehn
AAA Club Alliance