Genesys Cloud - Main

Hi. Our team is interested in leveraging the Alert Rules in greater capacity. We had a few outstanding wish-lists and I wanted to ask the group here before I post an ideas to the Ideas Portal in case I'm missing it. 

(1) Multiple users per alert: Looks like you can only create an alert rule for individual users. Is there a way we can add multiple users to one alert. Meaning, I want to see if employee A - Z has an ACW over x time. I would have to create individual alert rules for each individual at this time. 

(2) Agent level alert via popup Can the agent being questioned be alerted of the same rule that we created, if we wanted them to know?

(3) Email notification flexible timing option. Right now, min delay is 15 mins Is there a way for the email notifications be sent right away vs 15 mins? It looks like the minimum is 15 minutes. 

(4) Idle time per queue  I am not seeing a way to be alerted we can set up a alert for a queue or user if they were idle for x time?

Thank you so much for reading this and greatly appreciate any response! 

Hi. Our team is interested in leveraging the Alert Rules in greater capacity. We had a few outstanding wish-lists and I wanted to ask the group here before I post an ideas to the Ideas Portal in case I'm missing it. 

(1) Multiple users per alert: Looks like you can only create an alert rule for individual users. Is there a way we can add multiple users to one alert. Meaning, I want to see if employee A - Z has an ACW over x time. I would have to create individual alert rules for each individual at this time. 

(2) Agent level alert via popup Can the agent being questioned be alerted of the same rule that we created, if we wanted them to know?

(3) Email notification flexible timing option. Right now, min delay is 15 mins Is there a way for the email notifications be sent right away vs 15 mins? It looks like the minimum is 15 minutes. 

(4) Idle time per queue  I am not seeing a way to be alerted we can set up a alert for a queue or user if they were idle for x time?

Thank you so much for reading this and greatly appreciate any response! 

1. The feature to be able to define rules at the work team level is currently in beta and will be GA soon https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1182
2. Adding subscribers to toast notifications for alerts is work in progress https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1268. Its slated for Q3 but we will release the beta version soon.
3. Can you please log an idea so we can votes from other customers as well as more feedback on the use cases? 
4. As Robert mentioned, Idle time is an agent stat and is available for presence metric based rules.

Thanks,

Hi. Our team is interested in leveraging the Alert Rules in greater capacity. We had a few outstanding wish-lists and I wanted to ask the group here before I post an ideas to the Ideas Portal in case I'm missing it. 

(1) Multiple users per alert: Looks like you can only create an alert rule for individual users. Is there a way we can add multiple users to one alert. Meaning, I want to see if employee A - Z has an ACW over x time. I would have to create individual alert rules for each individual at this time. 

(2) Agent level alert via popup Can the agent being questioned be alerted of the same rule that we created, if we wanted them to know?

(3) Email notification flexible timing option. Right now, min delay is 15 mins Is there a way for the email notifications be sent right away vs 15 mins? It looks like the minimum is 15 minutes. 

(4) Idle time per queue  I am not seeing a way to be alerted we can set up a alert for a queue or user if they were idle for x time?

Thank you so much for reading this and greatly appreciate any response!