Genesys Cloud - Main

Hello,

Since November 2nd, we have been receiving an email notification from an Alert Rule at precisely 12:06am.  The Alert Rule is set to send the notification if the 1 minute threshold is met, meaning the ghost interaction is occurring at 12:05am.

This Alert Rule has been configured for a few months without issue, and now we're receiving this incorrect notifications daily.  I suspect the November 1 update had something to do with it, but I don't see any new features related to Alert Rules.  Has anyone else encountered this behaviour?

A new Alert Rule was configured with the exact same settings since then for testing, yet that one does not cause unexpected notifications.  Why would only one Alert Rule be having issues, and a new one configured the same way not experience the same behaviour?

We have also checked for interactions that occurred on November 1st or 2nd that were not properly closed, but there is nothing that looks out of the ordinary.  Any insights on things we can check would be appreciated!

#Unsure/Other #AlertNotification #AlertNotifications

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Jennifer DiCesare
Esri Canada
------------------------------

Not quite the same, but I have been experiencing similar weird behavior with alerts since 10/18. Every 18-20 hours, I receive three subsequent alert notifications (9 minutes between alert 1 & 2, and 7 minutes between alert 2 & 3). Similar to you, this is happening with only one alert rule although I have another alert with the same settings. The alert conditions are never met when I receive these notifications, and they are almost exclusively during hours when our contact centers are closed. They have been repeating on the exact same schedule/cycle since this issue began.

I currently have a case open with care - I'll post back with any relevant updates that comes from that.

Hello,

Since November 2nd, we have been receiving an email notification from an Alert Rule at precisely 12:06am.  The Alert Rule is set to send the notification if the 1 minute threshold is met, meaning the ghost interaction is occurring at 12:05am.

This Alert Rule has been configured for a few months without issue, and now we're receiving this incorrect notifications daily.  I suspect the November 1 update had something to do with it, but I don't see any new features related to Alert Rules.  Has anyone else encountered this behaviour?

A new Alert Rule was configured with the exact same settings since then for testing, yet that one does not cause unexpected notifications.  Why would only one Alert Rule be having issues, and a new one configured the same way not experience the same behaviour?

We have also checked for interactions that occurred on November 1st or 2nd that were not properly closed, but there is nothing that looks out of the ordinary.  Any insights on things we can check would be appreciated!

#Unsure/Other #AlertNotification #AlertNotifications

------------------------------
Jennifer DiCesare
Esri Canada
------------------------------

Hi Emily,

I just wanted to check back to see if you received any further information from Genesys.  We are now experiencing this issue with another Alert, so we need to figure out what's causing this behaviour.  Before I escalate a case, any information you have found would be really appreciated.

Thanks in advance!

Jennifer

Not quite the same, but I have been experiencing similar weird behavior with alerts since 10/18. Every 18-20 hours, I receive three subsequent alert notifications (9 minutes between alert 1 & 2, and 7 minutes between alert 2 & 3). Similar to you, this is happening with only one alert rule although I have another alert with the same settings. The alert conditions are never met when I receive these notifications, and they are almost exclusively during hours when our contact centers are closed. They have been repeating on the exact same schedule/cycle since this issue began.

I currently have a case open with care - I'll post back with any relevant updates that comes from that.

Hello,

Since November 2nd, we have been receiving an email notification from an Alert Rule at precisely 12:06am.  The Alert Rule is set to send the notification if the 1 minute threshold is met, meaning the ghost interaction is occurring at 12:05am.

This Alert Rule has been configured for a few months without issue, and now we're receiving this incorrect notifications daily.  I suspect the November 1 update had something to do with it, but I don't see any new features related to Alert Rules.  Has anyone else encountered this behaviour?

A new Alert Rule was configured with the exact same settings since then for testing, yet that one does not cause unexpected notifications.  Why would only one Alert Rule be having issues, and a new one configured the same way not experience the same behaviour?

We have also checked for interactions that occurred on November 1st or 2nd that were not properly closed, but there is nothing that looks out of the ordinary.  Any insights on things we can check would be appreciated!

#Unsure/Other #AlertNotification #AlertNotifications

------------------------------
Jennifer DiCesare
Esri Canada
------------------------------

Hi there

I wish I had better information to share. My case with Care went cold/nonresponsive for a few weeks, and during that time the issue stopped. When Care reached back out, there wasn't really much of an explanation about why it happened or what resolved it beyond "This may have been some fixes we deployed, or your org may have."  I didn't make changes to anything alert-related and presumably if Genesys deployed a fix it would have resolved things for you too, so it's hard to say why it stopped as randomly as it started. 

Good luck! 

Hi Emily,

I just wanted to check back to see if you received any further information from Genesys.  We are now experiencing this issue with another Alert, so we need to figure out what's causing this behaviour.  Before I escalate a case, any information you have found would be really appreciated.

Thanks in advance!

Jennifer

Not quite the same, but I have been experiencing similar weird behavior with alerts since 10/18. Every 18-20 hours, I receive three subsequent alert notifications (9 minutes between alert 1 & 2, and 7 minutes between alert 2 & 3). Similar to you, this is happening with only one alert rule although I have another alert with the same settings. The alert conditions are never met when I receive these notifications, and they are almost exclusively during hours when our contact centers are closed. They have been repeating on the exact same schedule/cycle since this issue began.

I currently have a case open with care - I'll post back with any relevant updates that comes from that.

Hello,

Since November 2nd, we have been receiving an email notification from an Alert Rule at precisely 12:06am.  The Alert Rule is set to send the notification if the 1 minute threshold is met, meaning the ghost interaction is occurring at 12:05am.

This Alert Rule has been configured for a few months without issue, and now we're receiving this incorrect notifications daily.  I suspect the November 1 update had something to do with it, but I don't see any new features related to Alert Rules.  Has anyone else encountered this behaviour?

A new Alert Rule was configured with the exact same settings since then for testing, yet that one does not cause unexpected notifications.  Why would only one Alert Rule be having issues, and a new one configured the same way not experience the same behaviour?

We have also checked for interactions that occurred on November 1st or 2nd that were not properly closed, but there is nothing that looks out of the ordinary.  Any insights on things we can check would be appreciated!

#Unsure/Other #AlertNotification #AlertNotifications

------------------------------
Jennifer DiCesare
Esri Canada
------------------------------