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Beta: Real-time Alerting

  • 1.  Beta: Real-time Alerting

    GENESYS
    Posted 01-19-2023 09:42

    Hi everyone,

    We are excited to announce the availability of Real-time Alerting feature beta to the community.

    This feature enables the real-time alerting capability based on user-defined alerting rules. With this feature, users can define multi-conditional alerting rules based on queue and agent metrics as well as enable notifications via email and SMS.


    If you are interested, please sign-up by filling out the form below.

    Real-time Alerting Beta Sign-up

     After we enable the feature for your org, we will reach out to you to confirm and provide the documentation for high-level feature overview.

    Thanks,


    #BetaAnnouncement
    #NowRecruiting

    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------


  • 2.  RE: Beta: Real-time Alerting

    Posted 01-25-2023 09:10
    Can you advise what alerts have been added over and above the current ones

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 3.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 01-25-2023 20:04
    Hi Andy,

    I can share the list of metrics in an email. This list includes queue and agent conversation-based and agent status duration based metrics.


    Thanks,

    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 4.  RE: Beta: Real-time Alerting

    Posted 01-26-2023 04:16
    That would be great

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 5.  RE: Beta: Real-time Alerting

    Posted 01-26-2023 10:58
    Can I also please get the list of metrics?

    ------------------------------
    Mark Tatera
    TTEC Digital, LLC fka Avtex Solutions, LLC

    Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
    ------------------------------



  • 6.  RE: Beta: Real-time Alerting

    Posted 01-27-2023 08:39

    Nikhil, 

    I also would like the list of alerts that were added with this feature.

    Thanks.



    ------------------------------
    Mark Pierson
    Ally Financial
    ------------------------------



  • 7.  RE: Beta: Real-time Alerting

    Posted 01-27-2023 16:02
    Hi Nikhil 

    I am interested also, Can I also please get the list of metrics and the documentation?

    Thanks

    ------------------------------
    Bassel Nafaa
    Prospero Management Services, LLC.
    ------------------------------



  • 8.  RE: Beta: Real-time Alerting

    Posted 02-21-2023 14:59

    Hi Nikhil, 

    Can I get a list of alerts as well via email ?

    Thanks

    Vipin



    ------------------------------
    Vipin Kalra
    Docusign
    ------------------------------



  • 9.  RE: Beta: Real-time Alerting

    Posted 01-27-2023 09:03

    Hi Nikhil,

    In line with a few others in this thread, could you please send a list of the alert metrics available in this enhancement?
    Additionally, while we are not in a position to do a beta at this time, could you provide "documentation for high-level feature overview" that you mentioned in your original post?

    Thank You very much, in advance!

    pete.schroeder@hmcthree.com



    ------------------------------
    Pete Schroeder
    HMC3 LLC
    Senior Contact Center Engineer
    ------------------------------



  • 10.  RE: Beta: Real-time Alerting

    Posted 01-30-2023 16:25
    Hi Nikhil,
    I would also like a copy of the list of the metrics please.

    Thanks in advance

    ------------------------------
    Terry Dales
    NTT Australia Pty Ltd.
    ------------------------------



  • 11.  RE: Beta: Real-time Alerting

    Posted 01-31-2023 02:01
    Hi Nikhil

    Please can I have the list of metrics and the documentation?

    Thanks

    Paul

    ------------------------------
    Paul Kendrick
    Telstra Corporation Ltd
    ------------------------------



  • 12.  RE: Beta: Real-time Alerting

    Posted 01-31-2023 11:06
    Nikhil,

    As a minimum, could you email that list of metrics to those participating in the beta?

    ------------------------------
    Bruce Lambert
    Bright Horizons Family Solutions LLC
    ------------------------------



  • 13.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 01-31-2023 11:16
    Hi Bruce,

    Yes, every org enrolled in the beta will get the high-level overview of the feature and the list of metrics. I haven't sent it out yet for the recent list of organizations that were enabled for this feature and I will be doing that shortly.

    Thanks,

    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 14.  RE: Beta: Real-time Alerting

    Posted 01-31-2023 18:14
    Hi Nikhil,
    Thank you for the list.
    I just wanted to check if the Beta is still open for sign up? I cannot see it one the main page.

    ------------------------------
    Terry Dales
    NTT Australia Pty Ltd.
    ------------------------------



  • 15.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 02-01-2023 01:49
    Hi Terry,

    Are you able to access the sign up form through this url:

    https://forms.office.com/pages/responsepage.aspx?id=nOZceM-Qx02ogurzEtHRXbNq2n_rspVCrXyPZTTJEq9UN1BFUk5QWVFVVTkzTFBZTU1FM1BJVFNPNy4u

    Warm regards.
    Gabe

    ------------------------------
    Gabe Ladios
    Genesys - Employees
    ------------------------------



  • 16.  RE: Beta: Real-time Alerting

    Posted 02-02-2023 12:00
    Is there a way to get the toast alert to make an alerting sound? I'd like all the users in a particular department to get a toast notification but since only the alert creator gets that- a work around could be creating the alert on one of our big screens on the service floor- so when the alert toast alert goes off everyone can hear it. However, after messing with sound profile and notification settings i find that the toast alert still doesnt make a sound. is there a way to get this to work or is it not possible?

    ------------------------------
    Dawn Weston
    AvalonBay Communities, Inc.
    ------------------------------



  • 17.  RE: Beta: Real-time Alerting

    Posted 02-04-2023 21:46
    Is it possible to save a rule without specifying a notification destination for email and SMS?
    Many of my customers think that email and SMS notifications are annoying, and would like to use only WebUI notifications.

    -------------------------
    M Yamazaki
    ITOCHU Techno-Solutions Corporation
    -------------------------


    ------------------------------
    雅士 山崎
    Itochu Techno-Solutions Corporation(CTC)
    ------------------------------



  • 18.  RE: Beta: Real-time Alerting

    Posted 02-06-2023 08:26
    Agree this would be helpful.

    ------------------------------
    Dave Field
    Extron Electronics
    ------------------------------



  • 19.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 02-16-2023 16:38

    Hi Dawn,

    We are planning to add the ability to send out toast notifications to users who are not alert creators. The idea is Add additional subscribers to alert toast | Genesys Cloud Ideas Portal (aha.io).

    Toast notification sound settings, set via the preferences would be the way to enable sound for notifications. We'll look into this issue.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 20.  RE: Beta: Real-time Alerting

    Posted 02-17-2023 09:23

    Awesome!



    ------------------------------
    Dawn Weston
    AvalonBay Communities, Inc.
    ------------------------------



  • 21.  RE: Beta: Real-time Alerting

    Posted 02-18-2023 08:12

    Just to add to this, it would be very helpful to have the toast be a Windows notification just like an incoming call so if the client is minimized, you still see the pop up.



    ------------------------------
    Dave Field
    Extron Electronics
    ------------------------------



  • 22.  RE: Beta: Real-time Alerting

    Posted 02-21-2023 14:01

    +1 for

    • Desktop/OS notifications
    • Sounds for notifications
    • Configuring native app notifications for other users, instead of email/SMS
    • Bulk acknowledge/clear notifications.  Not having this is a blocker for large-scale use.

    Adding

    • Alerts should indicate which conditions they are matching, and include the values.  Ex., if "Queue ASA is > 1 minute" is the configured rule, include that in the alert email.  SMS wouldn't have enough room, but email would.


    ------------------------------
    Paul McGurn
    GoTo Technologies USA, Inc
    ------------------------------



  • 23.  RE: Beta: Real-time Alerting

    Posted 02-14-2023 15:04
    Edited by Kevin Goodwin 02-14-2023 15:04

    Client was really looking forward to this feature, specifically for being able to alert on the total number of interactions waiting in a queue. However 'Waiting' does not appear to be an available statistic. Am I missing something, or what is the reason it was left out?



    ------------------------------
    Kevin Goodwin
    Mediu, Inc.
    ------------------------------



  • 24.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 02-16-2023 16:31

    We are working on adding the "Waiting" metric to be used for alerting conditions. Here's the corresponding idea - Alert: Alert for Calls Waiting based on # | Genesys Cloud Ideas Portal (aha.io)

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 25.  RE: Beta: Real-time Alerting

    Posted 02-14-2023 22:04

    One of the notification types should be the ability to hit an external webhook, this would be great for custom alarms/bells etc. 



    ------------------------------
    Will Bellerby
    CXLOGIQ LIMITED
    ------------------------------



  • 26.  RE: Beta: Real-time Alerting

    Posted 02-15-2023 16:02

    We need a toast notification-only option - supervisors don't want endless emails each day, the toast pop is enough.



    ------------------------------
    Will Bellerby
    CXLOGIQ LIMITED
    ------------------------------



  • 27.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 02-16-2023 16:45

    Yes, we are working on adding this in the next phase. Add additional subscribers to alert toast | Genesys Cloud Ideas Portal (aha.io)



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 28.  RE: Beta: Real-time Alerting

    Posted 02-16-2023 03:57

    One thing that may be useful is in the notification window, a select all or selection boxes to mark as read and then delete alerts, I had one day where 3 pages of alarms were generated and took a while to go through them



    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 29.  RE: Beta: Real-time Alerting

    Posted 02-16-2023 08:18

    Agree that would be super helpful



    ------------------------------
    Dave Field
    Extron Electronics
    ------------------------------



  • 30.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 02-16-2023 16:17

    Thanks for the feedback. We'll add this to the enhancements list.



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 31.  RE: Beta: Real-time Alerting

    Posted 02-21-2023 08:50

    @Andy Jackson 

    @Nikhil Ponnam 

    Andy I do not mean any disrespect, just a different use case!  It has been my  experience that if a user is getting more than a handful of alerts in a short period of time, the alerts are useless, as the user will just want to clear them as quickly as possible, and not take notice/action of the info presented.  Again do not know your environment.  

    I would ask that when the feature Andy is asking for is developed, that there be a Configurable  switch to turn this off / on.



    ------------------------------
    Pete Schroeder
    HMC3 LLC
    Sr Contact Center Engineer
    ------------------------------



  • 32.  RE: Beta: Real-time Alerting

    Posted 02-21-2023 08:55

    I agree, but as the admin I look at the platform globally across 29 countries and 600 inbound DNIS / 250 emails / 400 chats / 30 whatsapps, so you can imagine over a weekend when I look at calls queuing for longer than 5 minutes, emails longer than 4 mins etc (our sla is 90% in 20 seconds) you can imagine the volume i see on a Monday morning



    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 33.  RE: Beta: Real-time Alerting

    Posted 02-21-2023 09:09

    Are you talking about this page? If so I agree there should be away to clear all of these at once.

     

     

    Regards

    Dave Field
    UC Systems Specialist Sr
    Extron USA East
    2500 N. Raleigh Blvd, Raleigh NC 27604

    Tel +1 714 687-6250 Ext 6250 | Cell +1 714 329-1603 | Fax +1 714 912-9370

    dfield@extron.com

    jdasilva@extron.com">www.extron.com

     





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    This electronic message transmission, and all attachments, contains information from Extron Electronics which is confidential and privileged. The information is for the exclusive viewing or use of the intended recipient. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic transmission in error, please notify the sender immediately by a "reply to sender only" message and destroy all electronic and hard copies of the communication, including attachments.





  • 34.  RE: Beta: Real-time Alerting

    Posted 02-21-2023 09:13

    Correct, that page

     

    Thanks

     

    Andy Jackson

     

    Senior Unified Communications Specialist

     

     



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  • 35.  RE: Beta: Real-time Alerting

    Posted 02-19-2023 19:27

    Can I ask about the current schedule when this feature will be rolled out to production environments?



    ------------------------------
    哲朗 藤澤
    TSUZUKI DENKI CO LTD
    ------------------------------



  • 36.  RE: Beta: Real-time Alerting

    Posted 02-24-2023 04:37

    One of the things that would be useful to recieve alerts on is when something goes wrong in a customer journey e.g if we configure milestones in workflows and if we see lot of people start hitting a particular milestone, that could indicate something going wrong. Is that being considered as one of the metrics we could set alerts for?



    ------------------------------
    Anish Sharma
    Datacom Connect Limited
    ------------------------------



  • 37.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 02-24-2023 15:31

    Hi Anish, thanks for the feedback. We are evaluating the use cases for alerting in general for custom/user-defined metrics. This seems to fit into that category. This is the corresponding idea. Alerting based on custom metrics | Genesys Cloud Ideas Portal (aha.io)

    Please vote on that if you agree and add specifics as applicable.

    Thanks,

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 38.  RE: Beta: Real-time Alerting

    Posted 03-01-2023 11:59

    Hi @Nikhil Ponnam 
    I signed up to this for our Dev Org a few days ago. Should I receive an email for this soon?

    Thanks



    ------------------------------
    Alastair Pitt
    Docusign
    ------------------------------



  • 39.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 03-01-2023 12:45

    Yes, we enabled the feature for the org. I just sent out the email.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 40.  RE: Beta: Real-time Alerting

    Posted 03-02-2023 10:01

    Thank you @Nikhil Ponnam  I can now access the feature in the Dev and I am running through some tests and its looking good.

    One requirement I can think of from my end, is the ability to email a non Genesys users email address. 

    For example : Alerting a user via Slack or a Slack group. For this to happen, the Alerting would need to be flexible enough to be able to add different emails addresses. At present I only see the ability to select the Genesys users and that would just have their corporate email address associated with it.

    Thanks



    ------------------------------
    Alastair Pitt
    Docusign
    ------------------------------



  • 41.  RE: Beta: Real-time Alerting

    Posted 03-02-2023 10:16

    Alastair,

     

    I believe you can overcome the external email  limitation by creating a user(communicate only) and add the External Email to that GCcx user.

     

    I am doing that now for Voicemail

     

    Pete Schroeder

    Senior Contact Center Engineer (Technical Lead)

    973-714-0534

    www.HmcThree.com

     

    A Trusted Partner in Information Technology

     






  • 42.  RE: Beta: Real-time Alerting

    Posted 03-06-2023 07:10

    Thanks @Pete Schroeder  this worked perfectly.



    ------------------------------
    Alastair Pitt
    Docusign
    ------------------------------



  • 43.  RE: Beta: Real-time Alerting

    Posted 03-02-2023 10:20

    I am doing something similar, I send our alerts to a MS Teams Channel

    I had to setup dummy users accounts and use the channel email address for the account. now I can pick the user in the drop-down menu. this does not require a license for the dummy account.



    ------------------------------
    Dave Field
    Extron Electronics
    ------------------------------



  • 44.  RE: Beta: Real-time Alerting

    Posted 03-06-2023 07:14

    Thanks @Dave Field  this worked great. Since we are trying to communicate to Slack, I added "Slack - Dave Field" for example, so that could be noted as the Slack alert.



    ------------------------------
    Alastair Pitt
    Docusign
    ------------------------------



  • 45.  RE: Beta: Real-time Alerting

    Posted 03-15-2023 10:48

    Hi @Nikhil Ponnam

    I signed up for this for our Prod environment a week ago or so after the successful testing in our Dev environment. Is it possible to add our Prod, or do we need to wait for it to be GA?
    Thanks



    ------------------------------
    Alastair Pitt
    Docusign
    ------------------------------



  • 46.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 03-15-2023 14:14

    @Alastair Pitt

    You can fill this form out for the prod org details. We'll get the feature activated on it after you submit the details.

    Real-time Alerting Enhancements- Beta Candidate Survey

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 47.  RE: Beta: Real-time Alerting

    Posted 03-30-2023 06:32

    Hi Nikhil,

    Is there any plans to add alert based on agent presence on queue level?

    A common request is to get alerted when number of signed-on agents go below a certain level, for example when the last agent sign-off from the queue.

    I would also like to be able to apply a schedule on alerts, some alerts are not needed outside of office hours.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 48.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 03-30-2023 09:34

    @Jan Heinonen - both the ideas are on the roadmap

    https://genesyscloud.aha.io/ideas/ideas/WFMRTM-I-92 
    https://genesyscloud.aha.io/ideas/ideas/ANLS-I-1275

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 49.  RE: Beta: Real-time Alerting

    Posted 05-04-2023 06:47

    I have been asked the same but based on skill



    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 50.  RE: Beta: Real-time Alerting

    Posted 02-27-2023 09:07
    Edited by Mark Tatera 02-27-2023 09:07

    I created some simple real time alerts for things like meal status greater than an hour and phone calls longer than 10 minutes and am having some interesting results. Sometimes when these alerts trip and then the event which tripped them, for example long call, clears the alert will continue to alert me every 15 minutes for hours after the fact. Is anyone else experiencing this?



    ------------------------------
    Mark Tatera
    TTEC Digital, LLC fka Avtex Solutions, LLC

    Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
    ------------------------------



  • 51.  RE: Beta: Real-time Alerting

    Posted 02-27-2023 09:20

    Yes I have the same, it keeps alerting until you mark it as read.  I would like to see them clear without intervention ideally.  



    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 52.  RE: Beta: Real-time Alerting

    Posted 02-27-2023 10:52
    Edited by Dave Field 02-27-2023 10:57

    If you use Single Conversation options from the drop down, they will clear on their own.

     

    Also try equal to instead of greater than so the alarm will trigger when it hits that threshold then clear right after.

     

     

    And make sure the Send Notification When Exiting Alarm is unchecked.

     

    Regards

    Dave Field
    UC Systems Specialist Sr
    Extron USA East
    2500 N. Raleigh Blvd, Raleigh NC 27604

    Tel +1 714 687-6250 Ext 6250 | Cell +1 714 329-1603 | Fax +1 714 912-9370

    dfield@extron.com

    jdasilva@extron.com">www.extron.com

     





    Statement Of Confidentiality:

    This electronic message transmission, and all attachments, contains information from Extron Electronics which is confidential and privileged. The information is for the exclusive viewing or use of the intended recipient. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic transmission in error, please notify the sender immediately by a "reply to sender only" message and destroy all electronic and hard copies of the communication, including attachments.






  • 53.  RE: Beta: Real-time Alerting

    Posted 02-28-2023 09:31

    Even after marking mine read they continue to alert, its quite annoying. I will mess with the alerts again to make the other recommended changes and see what happens. I do want to mention that this really feels like a bug to me and should be looked into. I suspect many customers will attemt to use the alerts in the same way and will also receive unintended behavior.



    ------------------------------
    Mark Tatera
    TTEC Digital, LLC fka Avtex Solutions, LLC

    Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
    ------------------------------



  • 54.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 02-28-2023 16:27

    Mark, 

    We'll look into this. We need info like alert rule details (screenshots) and the org ID. Please send me an email with that information.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 55.  RE: Beta: Real-time Alerting

    Posted 03-01-2023 17:41

    I have the following alert rules set up which seem to be breaking things for me:

    and


    ------------------------------
    Mark Tatera
    TTEC Digital, LLC fka Avtex Solutions, LLC

    Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
    ------------------------------



  • 56.  RE: Beta: Real-time Alerting

    Posted 03-01-2023 08:37

    While my organization is not participating in this beta we are very interested in real-time alerting.

    What we are trying to accomplish is for a supervisor to be alerted when a new SMS interaction comes in to our SMS queue, without being logged into the queue.

    Is that possible in this beta?



    ------------------------------
    Nicki Dehn
    AAA Club Alliance
    ------------------------------



  • 57.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 03-15-2023 15:04

    @Nicole Dehn 

    Sorry for the late response. This is possible if the admin (or someone with the alerting permission) sets up a rule and adds supervisor's email as the notification recipient.  The rule could be based on offered count for the specific queue.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 58.  RE: Beta: Real-time Alerting

    Posted 03-15-2023 16:02

    Fantastic! Do you have any information on when the Beta will wrap and when we might expect this to deploy?



    ------------------------------
    Nicki Dehn
    AAA Club Alliance
    ------------------------------



  • 59.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 03-15-2023 16:24

    @Nicole Dehn We are targeting end of April or early May for the GA. We will continue rolling out the enhancements during this time and all the beta orgs will be considered for these enhancements. We can enable the beta for your organization if you are interested. Here's the sign-up form:

    Real-time Alerting Enhancements- Beta Candidate Survey

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 60.  RE: Beta: Real-time Alerting

    Posted 03-01-2023 20:21
    Edited by Glen Tylee 03-01-2023 20:21

    Love this feature. 
    We had a scenario where we had an emergency weather event and had a situation where some customers were uncontactable, and we urgently needed to talk to them. 
    We set up a data table, and when our customers called in, the ones that were on that data table went to a seperate queue which we had an alert for.
    A senior member recieved an e-mail alert that the customer has tried to make contact, and we were able to proceed from there. 
    It was a great feature to have as it could run 24/7 so the senior member was able to check their e-mails first thing in the weekend etc. 
    Means we didn't have to have people log into Genesys constantly and check reports etc, we could just let it run. 
    We actually set it up, and then shortly after got an alert, and then found that the customer has been trying to call us about 11 times in quick succession about an hour previous. 
    It was really useful to get this sort of info, as at the time, we were recieving about 100+ calls every inteval for 17 hours a day for 2-3 days, when we usually only take about 35-40 at peak intervals. 
    So this feature and the Genesys Partner really saved the day. 


    On top of this, I have a few notes: 
     
    1. In the feature overview on page 16, there is this statement: 

    •Conversation metric rules are based on conversation metric thresholds defined at the queue or agent level. The metrics are count-based (ex: connected, offered etc.) or duration-based (ex: Average ACW, Total Handle time etc.). These metrics are aggregates calculated over the current time interval of 30 minutes.

    So if I am reading this correctly, this is saying that if I put an alert on that says alert me when X queue is offered 40 calls, it will alert me that there are 40 calls per 30 mins?
    So if there are 39 calls in one 30 min interval and 39 in the next interval, I shouldn't get an alert? 
    Is it possible to change that? 
    I would like to decide if I want an alert of the amount of interactions offered in X queue, or X queue over a time period that I decide.  


    2. Have 'Alert - No Answer' as a metric for agents. 

    Alert - No Answer

    The number of times the agent did not answer an offered interaction while On Queue or Interacting.  While Not Responding, the agent does not receive new interactions, but the agent could still be handling and completing other previous interactions.


    3. I have my mobile number on my profile as my primary SMS, but I am not getting notifications.
    I know SMS is not really a feature that is offered in my region, but under the old alert system, I did get them. I guess this will be coming out? Unless I am missing something? 

    4. On page 19 about notification limits: 

    Maximum Limit on the number of SMSs/eMails sent out per alert: 10 per alert per org per method (SMS or Email)


    Will this be increased at some point? I can see having a limit of 10 SMS, but 10 e-mail alerts is a bit low.

    5. Prescence Metrics: Adherence Status
    Would be great for a Team Leader to get a notification that the agent is under their adherence threshold, or under a chosen percentage. So they can detect if there is a problem that needs to be addressed etc 

    6. Prescence Metrics: Scheduled to be online, but isn't. 
    In a work from home environment, it's not easy for a team lead to check if all agents are on at the right time. 
    The concern is not about the time the agent is on, but if they are on at all. 
    The team lead would like to know if the agent is ok, and not turning up to work might indicate that there is something wrong. 

    I might post a bit more in here if I find anything else, otherwise, loving this. 



    ------------------------------
    Glen Tylee
    Fonterra
    ------------------------------



  • 61.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 03-15-2023 17:07

    @Glen Tylee - Thank you very much for the feedback and sorry for the late response.

    For the points you raised, please see below for my inputs

    1. Its a good point. For the interval-based rule evaluations, the value will be reset at the beginning of the interval. If you put an alert on that says alert me when X queue is offered 40 calls or above, then every 30 minutes the condition will be evaluated and if the result is true, the alert will be triggered. Also at the 30 minute mark, the value will be reset. You are asking for the configurable interval duration, for which we need to evaluate the performance implications. 
    2. Can you please log an idea for this? i.e. "Alert-no answer" count for agents.
    3. You should get SMS notifications if you have that in the directory. Its currently supported method of notification in the beta.
    4. The notification limits are per alert rule per method per day. For example, if you are the email notification recipient for two alert rules, then you will get a max of 20 emails from those two rules per day (10 per each alert rule). If you are also the SMS subscriber for those rules, then additionally you will get a max of 20 SMSs per day. There's also the overall org-level limit of 1000 applicable to all the alert rules. All the limits will be reset at midnight. 
    5. There is an idea for this (https://genesyscloud.aha.io/ideas/ideas/ANLS-I-1193) and we are working on adding new feature for alerting based on out-of-adherence duration of the agent.
    6. If you can log an idea for this, that'd be great.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 62.  RE: Beta: Real-time Alerting

    Posted 03-07-2023 01:02

    It would be great if we could use a workflow as an endpoint to receive notifications. This open up the alerting framework to integrations with many third party systems as we can funnel the alerts to other system via data actions within the workflow



    ------------------------------
    Anish Sharma
    Datacom Connect Limited
    ------------------------------



  • 63.  RE: Beta: Real-time Alerting

    Posted 03-15-2023 14:02

    Hi @Nikhil Ponnam  If we enable this beta, will the new functionality for creating real-time alerts be granted automatically to all user or does it have a specific permission so that we can control which users can use the new beta functionality?



    ------------------------------
    Derek Cowan
    Intel Corporation
    ------------------------------



  • 64.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 03-15-2023 14:11

    Hi Derek, this feature requires the following permissions, to be able to configure and manage the alert rules.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 65.  RE: Beta: Real-time Alerting

    Posted 03-20-2023 16:50

    Hi,

    Could you please clarify what are the alert managment options used for and how do they affect the notifications (toast, SMS, email) behavior?

    • Mark as Read
    • Snooze Alert
    • Mute Alert
    • Delete Alert

    Thanks.



    ------------------------------
    Alberto Vilchez
    Evolutio Cloud Enabler, S.A.
    ------------------------------



  • 66.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 03-30-2023 09:56

    @Alberto Vilchez  - sorry for the late reply. 

    Muting alert stops notifications across the board for the specific alert.

    Snoozing alert stops notifications to the parties listed in the rule.

    The time period for which the alert will be muted or snoozed is 15 minutes.

    Mark as read - will result in the alert not showing as counted in the bell icon on the top right. Unread alerts stay counted (on the bell icon on top right) until 8 hours, after which they will remain in the user's Genesys Cloud inbox where they will be still shown as unread alert.

    Delete alert deletes the alert from the inbox.  Alerts older than 30 days will be automatically deleted from the user's alerts inbox by Genesys Cloud

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 67.  RE: Beta: Real-time Alerting

    Posted 04-07-2023 09:44
    Edited by Hichem Agrebi 04-07-2023 09:45

    Hi Nikhil, I tried snooze and mute and not convinced these are working properly.
    My rule is simple, it's based on my user status if availabele state > 5 sec
    When I snooze the alert, it shows snooze in 15min, however if during the next 15min I change my status to on Queue then back to available for over 5 sec I get the desktop notification + email.
    I tried the same with muet and getting the same result and get notified
    The design doesn't make sense from my perspective as users shouldn't be snoozing or muting an alert but these actions should rather apply to the rule alert.

    I don't get the logic of muting an alert that happened in the past when you should rather apply this to the alert rule and only if the rule is enabled, as otherwise you can mute and snooze and not even aware that you disabled the Alert rule. May be it's just me struggling with the concept here.
    Also if you have the same past alerts from the past days multiple times and one of these is muted and the other is snoozed, it's unclear how to interpret these.
    So really my expectation here is that these actions should apply to the Rule not the the resulting alert.

    I still don't understand muting alerts if you say it stops alerts acorss the board, that still applies only to the configured persons in the alert rule or what other persons beyond?

    I also have a request to please allow disabling email and SMS if the user only wishes to receive desktop notifications, why do we force the user to get spammed by email and SMS when it would ave been easy to make these notification media optional and the desktop notification + Event bridge notification being by default always enabled: many thanks for considering this request. 

    Thanks for clarifying how this was designed to work

    Regards
    Hichem



    ------------------------------
    Hichem Agrebi
    ------------------------------



  • 68.  RE: Beta: Real-time Alerting

    Posted 04-08-2023 06:39
    Edited by Hichem Agrebi 04-09-2023 07:51

    Here's how I personally expect the alerts to work as am really struggling to understand the rationale behind current design.
    Muting and snoozing alerts in the past is just something I am not able to justify in my own logic.

    Actions at the Rule level:
    Create: creates the rule as designed today
    Delete: deletes the rule as designed today
    Enable/Disable: this disables the rule for everyone
    Mute: this should mute the rule for all alert recipients
    Snooze: this is similar to mute but applies only for the user requesting the snooze action. It will "mute" the rule for that specific user during 15min by default then enabled back automatically. 
    Genesys doesn't allow to unsnooze, or unmute but would be nice if it was possible as the user could make a mistake and mute instead of snoozing. Since muting impacts other users then there must be a way to unmute if muted by mistake. Can't see a good reason for not allowing to undo these actions (may be Genesys wants to prevent impacts on the backend if users abuse this feature, in this case you can allow undoing it only once during the 15min period)

    Set priority: this would be very nice to have to allow users to differentiate between alerts. valid values would be High, Medium, Low or add Critical to the list.

    Feature request: allow disabling SMS and email to send only desktop notifications or alerts to AWS Event bridge as it is the case today. I don't get why we have to select email or SMS when these are subject to limits anyway. Some users just don't want SMS and email and it should be fairly simple to disable these> I see already many requesting this feature.

    The Mute if applicable to all users, is not clear to me as I could be a recipient of 10 alerts configured by other admin, would only the rule creator have the mute privilege or any recipient can mute the alert for everyone?
    The way it is currently designed seems to force users to create rules for themselves only.
    In my humble opinion, Mute and snooze should both only apply to the requesting user. With mute being indefinite and requiring an unmute action (that isn't offered by Genesys) and snooze being for a configured time that enables alerts to get through after the snooze period elapses.
    I wish Genesys publishes a clear and detailed alert workflow so it becomes clear who is impacted and what makes sense to do as a workaround for those who don't agree with the way it has been designed.

    Actions at the Alert level:
    Read/Unread: as designed today
    Delete: deletes the selected alert as designed today
    View Alert rule: opens the link to alert rule as designed today

    Mute: update the rule for all configured alert recipients.  The rule remains muted until the user unmutes it. 
    Snooze: update the rule for the requesting user only. The difference to mute is that the rule applies only to the requesting user and is paused for 15min and resumed automatically after that.
    I assume this is how Genesys wants it by design.

    It's not a bad idea to allow users Snooze and Mute the alert rules at the alert level, but the Rule Id should be updated and not the Alert Id.
    This allows the the users to avoid having to navigate to the rule to update it
    => all alerts linked to the muted/snoozed rule will show the mute/snooze icon 
    If alerts are always designed to be user specific then we don't need to specify the userId when calling the API, that's for Genesys developers to figure out what's best to do.


    This is assuming Mute applies to all recipients and snooze applies only to the requesting user.


    My personal feature request: Enhance alert evaluation with schedules. (Good to see it is already logged under ANLS-I-1275)


    Schedules/Schedules groups is already an existing feature so it's just a matter of leveraging it for alerts.

    Alerts are very useful but by design they should not turn to a spam tool. So using schedules should be implemented from the start as far as am concerned.

    Thanks Genesys for your continuous efforts and for listening to your customers.



    ------------------------------
    Hichem Agrebi
    ------------------------------



  • 69.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 04-10-2023 08:43

     @Hichem Agrebi Thank you very much for the feedback!

    Let me get back to you with clarifications on the questions you raised about muting/snoozing. And we are working on refactoring some of this functionality, to address the points you raised here - specifically muting applicable to the rule and snoozing to the alert. 

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 70.  RE: Beta: Real-time Alerting

    Posted 04-10-2023 10:05
    Edited by Hichem Agrebi 04-10-2023 10:11

    Thanks @Nikhil Ponnam for following up much appreciated.
    Just to be clear, from my perspective, both Mute and Snooze should apply to the Rule and only impact future alerts, as I don't get the point of snoozing or muting past alerts, considering also that you get multiple alerts for every single rule.

    Typical use cases I can think of :
    - User mutes an alert before going into a long weekend or taking days off. This should not impact other recipients as they do not necessarily have visibility of the mute action and this defeats the purpose of personal alerting
    - User snoozes an alert before going into a 30 min meeting to avoid being distracted and doesn't need to do anything after that as alerts will auto-resume
    - Manager1 adds User1 as an alert recipient and Manager2 adds the same User1 as a recipient for the same Rule: User1 should be able to see the user creator of the alert and be able to either mute or snooze any of the 2 rules for himself only.
    - Unmute and Unsnooze should also be supported in case the user has done a mistake or finished a meeting earlier (snooze for periods greater than 15min is possible via API)
    - In most contact centers, no one expects agents to create alerts for themselves, so their supervisors and managers will create these for them.  As such muting and snoozing should always be personal and not impact other recipients. The same applies if you configure an alert for a manager who then wants to mute or snooze the rule, this shouldn't impact others as otherwise the whole process will become unmanageable.
    - The priority attribute is very useful to have especially the more popular the alerting feature becomes to help users differentiate between the various alerts they receive
    - For the sake of better manageability, alerts can be sent to teams or agent groups to avoid having to configure recipients one by one. Please think at a large scale if you have an admin having to create a rule for a team of 50+ people, it's much easier to select 1 team or an agent group.  

    Thanks
    Regards
    Hichem
     




    ------------------------------
    Hichem Agrebi
    ------------------------------



  • 71.  RE: Beta: Real-time Alerting

    Posted 04-11-2023 15:34

    Hi Nikhil 

    I am interested also, Can I also please get the list of metrics and the documentation?



    ------------------------------
    Sal Barba
    ------------------------------



  • 72.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 04-13-2023 12:14

    @Sal Barba - I sent you an email with the requested information.

    Thanks!



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 73.  RE: Beta: Real-time Alerting

    Posted 04-13-2023 11:02

    Hi,

    I would also be interested in receiving the documentation for the beta testing.

    Thanks!

    Lionel



    ------------------------------
    Lionel Largent
    Orange SA
    ------------------------------



  • 74.  RE: Beta: Real-time Alerting

    Posted 04-13-2023 11:17

    Hi Nikhil,

    I did not receive the 
    documentation. Would you please send it. Thanks

    BN



    ------------------------------
    Bassel Nafaa
    Prospero Management Services, LLC.
    ------------------------------



  • 75.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 04-13-2023 12:01

    @Bassel Nafaa - I sent you an email before with an attachment of the feature overview documentation and the list of metrics. I will resend it.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 76.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 04-13-2023 12:11

    @Lionel Largent  - sent you the documentation via email.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 77.  RE: Beta: Real-time Alerting

    Posted 04-13-2023 12:22

    @Nikhil Ponnam would you mind sharing the documentation by email?
    Can you pls confirm whether Mute/Snooze will be moved to the Alert rule level? Also if unmute/unsnooze actions are planned to be supported?
    Thanks
    Regards
    Hichem



    ------------------------------
    Hichem Agrebi
    ------------------------------



  • 78.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 04-13-2023 16:55

    @Hichem Agrebi  - yes I will send you the documentation.

    Also, we are working on refactoring muting and snoozing functionality, to address some of the issues reported. I am summarizing here the functionality for muting and snoozing the alerts, to help address your questions. We will make sure to document this when the feature goes GA.

    Muting alert rule: The action of muting an alert rule stops all the alert notifications triggered by this rule, for the next 15 minutes. Muting is not same as disabling the rule. When muted, alert rule continues to be evaluated and trigger the alerts if the conditions are met. There won't be any notifications generated. Alert rule status will show "Active" on the UI. All the subscribers of the muted alert rule will stop getting notifications (Email, in-app, SMS). Muting automatically expires after 15 minutes from the time mute action has been applied.

    Snoozing alerts: The action of snoozing an alert rule will stop the renotification of that alert until next 15 minutes i.e. delay the renotification by 15 minutes. Only the user who snoozes the alert will get a delayed notification from that alert. Other subscribers will continue to receive notifications as per the interval specified in the rule (as long as the alert is active). Snooze is alert-specific. That means if the alert is no longer active then the snooze will no longer be applicable. New alerts triggered by the same rule will not be bound by that snooze setting. This is why you saw the alert notification show up in your test.

    I have your request for unmute/unsnooze logged as well as the priority need and making SMS and email optional.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 79.  RE: Beta: Real-time Alerting

    Posted 04-13-2023 17:08
    Edited by Hichem Agrebi 04-13-2023 17:35

    Thanks @Nikhil Ponnam 
    Muting alert rule: The action of muting an alert rule stops all the alert notifications triggered by this rule for 15min:  This means that the API currently referencing the alertId will change to reference the ruleId? Would the API allow muting for longer than 15min? I have tested and did get an error when muting below 15min but didn't get an error for values above 15 min.

    Snoozing alerts: 
    The action of snoozing an alert rule will stop the renotification of that alert until next 15 minutes: This means that the API currently referencing the alertId will change to reference the ruleId? or will this remain on the alertId? Currently I am able to to snooze an alert that is 5 days old, so I expect this behavior to change and apply to the active period (i.e. if based on agent status=Break > 5min then the alert stops being active if the agent gets on queue after 5min?)
    Is it a correct assumption that we should expect API changes or the APIs for mute and snooze will remain unchanged?

    Based on your explanations, I think the requirement for unsnooze is less relevant as the user will get the next alert. However the unmute would make sense especially if the API allows higher durations than 15min and also because it impacts other users as well.

    The scheduling of alerts is the most anticipated feature as no one wants to be spammed by alerts and equally most managers don't want to miss out on important alerts.

    One important detail I was meant to ask as well, are the alerts designed to be only active during the user's login time? So if the user creating the alerts logs out GC the alerts will stop being sent to all other recipients as well?

    I have also a technical request. When sending the notification event, Genesys includes the display name of the recipients and doesn't include the recipient userId or email. Can you please include the userId or email address of all recipients please? thanks
    Here's a sample with only display name sent
    "notifications": [
                    {
                        "recipient": "Hichem Agrebi",
                        "notificationTypes": [
                            "Email"
                        ]
                    }
                ],



    thanks
    Regards
    Hichem



    ------------------------------
    Hichem Agrebi
    ------------------------------



  • 80.  RE: Beta: Real-time Alerting

    Posted 05-04-2023 16:29

    I find that any repeated alerts are unnecessary. Obviously, they have their place but it would also be amazing if the alerts could be set as a "one-off" with no repeating. An obvious example is for an alert set when agents go into Not Responding, I shouldn't need to go and mute or ignore individual instances. Supervisors don't have time to clear endless alerts and it's extremely annoying getting emails arriving continuously and you can't find which one hasn't been muted.



    ------------------------------
    Will Bellerby
    CXLOGIQ LIMITED
    ------------------------------



  • 81.  RE: Beta: Real-time Alerting

    Posted 05-23-2023 04:34

    I am with you on the single alert, Its pretty annoying when its constant, 1 time alert would be a good feature



    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 82.  RE: Beta: Real-time Alerting

    Posted 04-18-2023 08:54

    @Nikhil Ponnam Would it be possible to be sent the documentation as well by any chance?



    ------------------------------
    Louis D.
    ------------------------------



  • 83.  RE: Beta: Real-time Alerting

    Posted 05-04-2023 06:26

    On one of the alerts - Not responding, is it possible or is it road mapped to select a queue? and alert on any user in that queue?

    maintaining 100s of users individually is impractical in day to day operations



    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 84.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 05-04-2023 17:16

    We are working on alerting on any user within a work team. We have not evaluated the alerting on any user within a queue. Can you please log an idea for this?

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 85.  RE: Beta: Real-time Alerting

    Posted 05-04-2023 06:51

    Another nice to have would be to customise the email body that goes out 



    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 86.  RE: Beta: Real-time Alerting

    Posted 05-05-2023 09:11

    @Nikhil Ponnam Would it be possible to be sent the documentation as well by any chance?
    thanks

    Rami



    ------------------------------
    Rami Hachem
    DiRAD Technologies, Inc.
    ------------------------------



  • 87.  RE: Beta: Real-time Alerting

    Posted 05-05-2023 12:11

    In setting up an alert for "Not Responding" our customer was asking for the ability to set a rule for a group or queue.  When I set one up today it is only by "User".  So if I want to setup an alert for all agents I need to setup multiple alerts, one for each agent.



    ------------------------------
    Martin Bunting
    i3Vision Technologies Inc.SC
    ------------------------------



  • 88.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 05-09-2023 14:28

    @Martin Bunting we are working on the support for work teams for these rules. https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1182

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 89.  RE: Beta: Real-time Alerting

    Posted 05-10-2023 03:16
    Edited by Hichem Agrebi 05-10-2023 03:32

    @Nikhil Ponnam Alerts for conversation/queue performance metrics stopped working for me and only user status alerts are working. Has anything changed or is there a specific option to enable for this to work again like before?
    The definition for the metric interval looks to be 30 minutes. Does this mean that we only get alerts on a queue after 30min of first activity or how's this calculated in the backend? Alerts used to trigger fine previously for queue metrics and not anymore and am using multiple rules testing connected, offered, answered >0 , so any call would trigger the alert on my selected queue.

    Just to be specific, this is not a case of not getting alerts because of excess of notification limits as am not getting the queue alerts in the Alerts inbox tab of the web app, so the alert rules aren't triggered anymore for some reason. 

    Genesys documentation isn't clear about the interval (https://help.mypurecloud.com/articles/manage-the-alerts-inbox/ ). Example : "The maximum time to answer an interaction in the queue during an interval." What is this interval exactly? last 30min ? from what starting point? can this be specified in the document pls as the rules do not have the option to change the interval so it must be clearly indicated.

    •Conversation metric rules are based on conversation metric thresholds defined at the queue or agent level. The metrics are count-based (ex: connected, offered etc.) or duration-based (ex: Average ACW, Total Handle time etc.). These metrics are aggregates calculated over the current time interval of 30 minutes.


    Thanks



    ------------------------------
    Hichem Agrebi
    hichem.agrebi@cc-expertise.com
    CC-Expertise Ltd
    ------------------------------



  • 90.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 05-10-2023 08:58

    @Hichem Agrebi - Nothing has changed to cause this behavior. Can you reach out to me via email with the rule URL, screenshots and org ID? We'll look into it. 

    Just to clarify re: your question about interval - 

    The metrics fit into two categories -  aggregated/max/min taken across multiple conversations or (any) single conversation based. Example: Max Wait is the maximum of all the wait times (of all the conversations) for the selected queue. Aggregates-based alert rules will be evaluated every 30 minutes and triggers alerts if the conditions are met. We are in the process of shortening this interval to every 15 minutes. The second category is single conversation based i.e any conversation's metric that meets the criteria. These metrics are prefixed by "single conversation..". The rules for these will be triggered in real-time if the conditions are met. 

    We will update the documentation to make this clear.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 91.  RE: Beta: Real-time Alerting

    Posted 05-24-2023 18:03

    Nikhil,

    One of our main use cases for Real Time Alerting will be to notify a Work Team lead/supervisor/mgr of any events where an agent may be conducting work avoidance / call avoidance. There are a few specific use cases that I attempted in the Beta, but the limitations are handcuffing me.

    1.  The first use case is detecting users waiting an excessive amount of time to dial the customer in an in-queue callback offer and or hanging out after disconnecting the phone call linked to the callback, without disconnecting the second time to end the callback itself.  Currently, we export interaction details, then run some excel math to find people falling out of the normal expected range of unproductive time and then we look for an average / a pattern, then it goes into disciplinary actions.

    The calculation we use is Total Handle - Total Talk = Unproductive Time.  If greater than 3 minutes, they are flagged.  What is missing in the beta is the ability to do math against other metrics for the same interaction / queue / etc.

    2. The other ones are short call alerts (this beta can handle)
    3. Short Calls, (<60 seconds) transferred back into the same queue.
    4. Agents Logging out of WebRTC phone, but while still On Queue, hence they don't get calls, but they stay within adherence.
    5. Agents calling same number more than x number of times in a row, or per day.  (Agents calling personal phone or partner IVR over and over and hanging up in standard / normal call duration, then calling again.

    This beta does handle very simple scenarios of Metrics going out of spec / normal, as to alert someone in management to address, but it falls short of the more complex scenarios.



    ------------------------------
    Ryan Cheesman
    Senior Manager, IT Integration Services
    Tandem Diabetes Care Inc. | positively different
    ------------------------------



  • 92.  RE: Beta: Real-time Alerting

    Posted 05-26-2023 05:05
    Edited by Hichem Agrebi 05-26-2023 05:14

    There's a way to monitor the agents deselecting their WebRTC phone while onQueue and being adherent, this requires alerts to be possible on the Station flag that is available on Agent Status report showing you the phone being selected/unselected. Very useful in addition to alerting on the state itself as we all know that contact center agents can be very "cheeky" and inventive when it comes to call avoidance. 
    Alerts are necessary here as agents can deselect their WebRTC phone for a period of time then put it back rendering it impossible to track if the supervisor isn't constantly monitoring the agent status report with Station column visible.

    @Nikhil Ponnam I have logged this feature request under idea WERTSE-I-3 (https://genesyscloud.ideas.aha.io/ideas/WERTSE-I-3)

    Thanks
    ------------------------------
    Hichem Agrebi
    hichem.agrebi@cc-expertise.com
    CC-Expertise Ltd
    ------------------------------



  • 93.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 05-30-2023 15:33

    @Ryan Cheesman - thanks for the feedback. We'll add these as ideas and evaluate them for the roadmap.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 94.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 06-07-2023 11:46

    Hi all,

    We are excited to announce that real-time alerting feature is now generally available. Thank you very much for your participation and feedback during the beta phase. 

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 95.  RE: Beta: Real-time Alerting

    Posted 06-08-2023 11:29

    @Nikhil Ponnam I was not involved in the Beta but can you tell me what permissions I need to access the new alerts; and what new alerts are available? I was trying to set one up yesterday and I was not able create one. I do have the permission: Alerts > Rule > All Permissions 

    Am I missing something else? Thanks for any help you can provide. 



    ------------------------------
    Nicki Dehn
    AAA Club Alliance
    ------------------------------



  • 96.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 06-08-2023 16:24

    @Nicole Dehn - do you have the following permissions enabled? 

    Alerting>All Permissions (or )

    Alerting>Alert>All Permissions



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 97.  RE: Beta: Real-time Alerting

    Posted 06-08-2023 17:34

    @Nikhil Ponnam Will the legacy alerts continue to exist an parallel with the new alerts or will they eventually be merged into only the new alert capability? I was not in the beta however I wonder if beta feedback noted that the UI changes for the alert capability is a bit confusing now with legacy and new alerts?  I suspect the UI confusion could be the reason why Nicole is unable to find the new alerting function (unless Nicole is truly lacking permissions).

    Based on my experience now that the changes are live, you cannot easily/quickly reach the new alerts by using the legacy "bell"/alarm/alert icon in the upper left corner of the main webUI screen (near the on queue/off queue switch). If you try, you end up having to go through quite a few links:

    1. Click the legacy "bell"/alarm/alert icon in the upper left corner of the main webUI screen (near the on queue/off queue switch)
    2. Now you're taken to the alert section of my inbox
    3. You must click the "Switch to classic view" link
    4. Now you're taken to the legacy Alert management screen where all your legacy rules appear.
    5. You must click the "This screen has a new look! Switch to the new version" link in the upper left corner
    6. Now you're taken to the new "Alert Rules" performance workspace view.

    OR instead, you can do the steps below:

    @Nicole Dehn Try these steps:

    1. Login to Genesys Cloud webui
    2. Goto Performance --> Workspace --> Click + to open a new view/tab --> select the "Alert Rules" view under the "Other" section.
    3. Now you should see the new "Alert Rules" view and you should have a + (plus) icon on the left side to create new alerts.

     Hope this may help.



    ------------------------------
    Derek Cowan
    Intel Corporation
    ------------------------------



  • 98.  RE: Beta: Real-time Alerting

    Posted 06-09-2023 08:47

    @Nikhil Ponnam Yes, I do have those permissions.

    • When I click the bell icon, my side panel opens, and I have to switch to Classic View which opens up mu old alert screen.
    • Then a popup comes up that there is a new has a new look, so I click that, which opens up the Alerts in my Workspace.
    • I click the + symbol (upper right corner and the ridge side panel opens
    • I type the Alert Name ("Test") and select user presence metric rule
    • Then I click the Add button and receive an error "Failed to create alert rule"

    Is there another permission I am possibly missing?



    ------------------------------
    Nicki Dehn
    AAA Club Alliance
    ------------------------------



  • 99.  RE: Beta: Real-time Alerting

    Posted 06-09-2023 08:52
    Edited by Jan Heinonen 06-09-2023 08:52

    The new alerts are not accessed the same way, you can find them under Performance -> Workspace, select a new tab and in the bottom you have Alert Rules in the Other category.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 100.  RE: Beta: Real-time Alerting

    Posted 06-09-2023 08:59

    Thanks @Jan Heinonen 

    I did try accessing both ways and received the same result/error message.



    ------------------------------
    Nicki Dehn
    AAA Club Alliance
    ------------------------------



  • 101.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 06-09-2023 09:18

    @Nicole Dehn - Can you please log a support ticket for this? We'll look into it as soon as possible.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 102.  RE: Beta: Real-time Alerting

    Posted 06-09-2023 09:21

    @Nikhil Ponnam 

    Thank you and have a great weekend.



    ------------------------------
    Nicki Dehn
    AAA Club Alliance
    ------------------------------



  • 103.  RE: Beta: Real-time Alerting

    Posted 06-16-2023 10:17

    @Nikhil Ponnam ~ Is there a list of all available metrics for real-time alerting? We have opened a ticket for our access related issues in creating new alerts since the release.



    ------------------------------
    Nicki Dehn
    AAA Club Alliance
    ------------------------------



  • 104.  RE: Beta: Real-time Alerting

    GENESYS
    Posted 06-16-2023 10:29

    @Nicole Dehn - the documentation of the metrics is here: https://help.mypurecloud.com/articles/edit-alert-rule/

    Please refer to the section "Agent, queue, and user presence metrics", on this page.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 105.  RE: Beta: Real-time Alerting

    Posted 06-16-2023 11:21

    @Nikhil Ponnam Thank you. I appreciate your help!



    ------------------------------
    Nicki Dehn
    AAA Club Alliance
    ------------------------------



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