Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

We have 3 different alerts that email the other team members. 1 is when queue hold time hits 4 minutes, 2nd at 7 minutes and the 3rd at 10 minutes. We get all 3 alerts at the same time. Why are the alerts not sent immediately when conditions are met?

  Thread closed by the administrator, not accepting new replies.

  • 1.  We have 3 different alerts that email the other team members. 1 is when queue hold time hits 4 minutes, 2nd at 7 minutes and the 3rd at 10 minutes. We get all 3 alerts at the same time. Why are the alerts not sent immediately when conditions are met?

    Posted 08-01-2017 12:45
    No replies, thread closed.


  • 2.  RE: We have 3 different alerts that email the other team members. 1 is when queue hold time hits 4 minutes, 2nd at 7 minutes and the 3rd at 10 minutes. We get all 3 alerts at the same time. Why are the alerts not sent immediately when conditions are met?

    Posted 08-11-2017 13:56
    No replies, thread closed.

    The alerting service is responsive to state changes, so the alert threshold is a little misleading. Once a state changes, in this case when something goes off of hold on a queue, the alerting service is notified how long the state was maintained. Any and all alerts that fall into the threshold are fired.

     

    I'm assuming the case above, the threshold of 10 minutes was meet firing off all three, while if the threshold was just 7 minutes only two would fire and on down the line.



Related Content