Genesys Cloud Analytics team is pleased to announce the upcoming beta feature that enables real-time alerting with contextual information.

This feature provides supervisors contextual information within alerts providing them with quick access to the interaction, queue and agent information to do the root cause analysis and take corrective action.

With this feature, single-conversation based alerts will include information about the agent and queue along with the ability to launch directly into the interaction details view. Presence-based alerts will include the agent's name and team name if the alert rule is defined at the work team level.

Additionally, this release will include the feature that enables efficient alerts management with the ability to mark all alerts as read or unread and delete them in one operation.

We are targeting early April 2024 for the beta release and we are planning to run this beta for 4 weeks before the release for general availability (GA).

If your organization frequently uses Genesys Cloud's real-time alerting capability, and you'd like to see actionable alert links, we are inviting you to sign-up for this feature. Your early feedback would be of great value to us to validate and improve this feature.

If you are interested, please sign-up using this link:

Alerts with contextual information - Beta Sign-up

Thanks,

Will this include customization of the notifications sent out by Email or SMS?  What we get now is totally useless and really just tells supervisors to log in and search for the issue.  

Genesys Cloud Analytics team is pleased to announce the upcoming beta feature that enables real-time alerting with contextual information.

This feature provides supervisors contextual information within alerts providing them with quick access to the interaction, queue and agent information to do the root cause analysis and take corrective action.

With this feature, single-conversation based alerts will include information about the agent and queue along with the ability to launch directly into the interaction details view. Presence-based alerts will include the agent's name and team name if the alert rule is defined at the work team level.

Additionally, this release will include the feature that enables efficient alerts management with the ability to mark all alerts as read or unread and delete them in one operation.

We are targeting early April 2024 for the beta release and we are planning to run this beta for 4 weeks before the release for general availability (GA).

If your organization frequently uses Genesys Cloud's real-time alerting capability, and you'd like to see actionable alert links, we are inviting you to sign-up for this feature. Your early feedback would be of great value to us to validate and improve this feature.

If you are interested, please sign-up using this link:

Alerts with contextual information - Beta Sign-up

Thanks,

Hi @Robert Wakefield-Carl - this feature will include IDs related to queues/agents in Emails. In-app notifications will have queue/agent names but the names will  not be in emails. We aren't sure of the privacy implications, therefore we are going to include only IDs in emails and IDs should help pull up the necessary information in Genesys Cloud.

SMS's will not have this information as the IDs are too long.

Thanks,

Will this include customization of the notifications sent out by Email or SMS?  What we get now is totally useless and really just tells supervisors to log in and search for the issue.  

Genesys Cloud Analytics team is pleased to announce the upcoming beta feature that enables real-time alerting with contextual information.

This feature provides supervisors contextual information within alerts providing them with quick access to the interaction, queue and agent information to do the root cause analysis and take corrective action.

With this feature, single-conversation based alerts will include information about the agent and queue along with the ability to launch directly into the interaction details view. Presence-based alerts will include the agent's name and team name if the alert rule is defined at the work team level.

Additionally, this release will include the feature that enables efficient alerts management with the ability to mark all alerts as read or unread and delete them in one operation.

We are targeting early April 2024 for the beta release and we are planning to run this beta for 4 weeks before the release for general availability (GA).

If your organization frequently uses Genesys Cloud's real-time alerting capability, and you'd like to see actionable alert links, we are inviting you to sign-up for this feature. Your early feedback would be of great value to us to validate and improve this feature.

If you are interested, please sign-up using this link:

Alerts with contextual information - Beta Sign-up

Thanks,

Thanks for the info.  Will there be a clickable link into the queue or agent?  What about the desktop alert - will that be clickable with context?

Hi @Robert Wakefield-Carl - this feature will include IDs related to queues/agents in Emails. In-app notifications will have queue/agent names but the names will  not be in emails. We aren't sure of the privacy implications, therefore we are going to include only IDs in emails and IDs should help pull up the necessary information in Genesys Cloud.

SMS's will not have this information as the IDs are too long.

Thanks,

Will this include customization of the notifications sent out by Email or SMS?  What we get now is totally useless and really just tells supervisors to log in and search for the issue.  

Genesys Cloud Analytics team is pleased to announce the upcoming beta feature that enables real-time alerting with contextual information.

This feature provides supervisors contextual information within alerts providing them with quick access to the interaction, queue and agent information to do the root cause analysis and take corrective action.

With this feature, single-conversation based alerts will include information about the agent and queue along with the ability to launch directly into the interaction details view. Presence-based alerts will include the agent's name and team name if the alert rule is defined at the work team level.

Additionally, this release will include the feature that enables efficient alerts management with the ability to mark all alerts as read or unread and delete them in one operation.

We are targeting early April 2024 for the beta release and we are planning to run this beta for 4 weeks before the release for general availability (GA).

If your organization frequently uses Genesys Cloud's real-time alerting capability, and you'd like to see actionable alert links, we are inviting you to sign-up for this feature. Your early feedback would be of great value to us to validate and improve this feature.

If you are interested, please sign-up using this link:

Alerts with contextual information - Beta Sign-up

Thanks,

Genesys Cloud Analytics team is pleased to announce the upcoming beta feature that enables real-time alerting with contextual information.

This feature provides supervisors contextual information within alerts providing them with quick access to the interaction, queue and agent information to do the root cause analysis and take corrective action.

With this feature, single-conversation based alerts will include information about the agent and queue along with the ability to launch directly into the interaction details view. Presence-based alerts will include the agent's name and team name if the alert rule is defined at the work team level.

Additionally, this release will include the feature that enables efficient alerts management with the ability to mark all alerts as read or unread and delete them in one operation.

We are targeting early April 2024 for the beta release and we are planning to run this beta for 4 weeks before the release for general availability (GA).

If your organization frequently uses Genesys Cloud's real-time alerting capability, and you'd like to see actionable alert links, we are inviting you to sign-up for this feature. Your early feedback would be of great value to us to validate and improve this feature.

If you are interested, please sign-up using this link:

Alerts with contextual information - Beta Sign-up

Thanks,

Hi Nikhil, can you provide a couple use cases with context (i.e.: scenarios) where this feature will be used?  What is the business issue that this feature will address/resolve?

Thanks!

Genesys Cloud Analytics team is pleased to announce the upcoming beta feature that enables real-time alerting with contextual information.

This feature provides supervisors contextual information within alerts providing them with quick access to the interaction, queue and agent information to do the root cause analysis and take corrective action.

With this feature, single-conversation based alerts will include information about the agent and queue along with the ability to launch directly into the interaction details view. Presence-based alerts will include the agent's name and team name if the alert rule is defined at the work team level.

Additionally, this release will include the feature that enables efficient alerts management with the ability to mark all alerts as read or unread and delete them in one operation.

We are targeting early April 2024 for the beta release and we are planning to run this beta for 4 weeks before the release for general availability (GA).

If your organization frequently uses Genesys Cloud's real-time alerting capability, and you'd like to see actionable alert links, we are inviting you to sign-up for this feature. Your early feedback would be of great value to us to validate and improve this feature.

If you are interested, please sign-up using this link:

Alerts with contextual information - Beta Sign-up

Thanks,

Hi Nikhil, can you provide a couple use cases with context (i.e.: scenarios) where this feature will be used?  What is the business issue that this feature will address/resolve?

Thanks!

Genesys Cloud Analytics team is pleased to announce the upcoming beta feature that enables real-time alerting with contextual information.

This feature provides supervisors contextual information within alerts providing them with quick access to the interaction, queue and agent information to do the root cause analysis and take corrective action.

With this feature, single-conversation based alerts will include information about the agent and queue along with the ability to launch directly into the interaction details view. Presence-based alerts will include the agent's name and team name if the alert rule is defined at the work team level.

Additionally, this release will include the feature that enables efficient alerts management with the ability to mark all alerts as read or unread and delete them in one operation.

We are targeting early April 2024 for the beta release and we are planning to run this beta for 4 weeks before the release for general availability (GA).

If your organization frequently uses Genesys Cloud's real-time alerting capability, and you'd like to see actionable alert links, we are inviting you to sign-up for this feature. Your early feedback would be of great value to us to validate and improve this feature.

If you are interested, please sign-up using this link:

Alerts with contextual information - Beta Sign-up

Thanks,

Genesys Cloud Analytics team is pleased to announce the upcoming beta feature that enables real-time alerting with contextual information.

This feature provides supervisors contextual information within alerts providing them with quick access to the interaction, queue and agent information to do the root cause analysis and take corrective action.

With this feature, single-conversation based alerts will include information about the agent and queue along with the ability to launch directly into the interaction details view. Presence-based alerts will include the agent's name and team name if the alert rule is defined at the work team level.

Additionally, this release will include the feature that enables efficient alerts management with the ability to mark all alerts as read or unread and delete them in one operation.

We are targeting early April 2024 for the beta release and we are planning to run this beta for 4 weeks before the release for general availability (GA).

If your organization frequently uses Genesys Cloud's real-time alerting capability, and you'd like to see actionable alert links, we are inviting you to sign-up for this feature. Your early feedback would be of great value to us to validate and improve this feature.

If you are interested, please sign-up using this link:

Alerts with contextual information - Beta Sign-up

Thanks,

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!

Genesys Cloud Analytics team is pleased to announce the upcoming beta feature that enables real-time alerting with contextual information.

This feature provides supervisors contextual information within alerts providing them with quick access to the interaction, queue and agent information to do the root cause analysis and take corrective action.

With this feature, single-conversation based alerts will include information about the agent and queue along with the ability to launch directly into the interaction details view. Presence-based alerts will include the agent's name and team name if the alert rule is defined at the work team level.

Additionally, this release will include the feature that enables efficient alerts management with the ability to mark all alerts as read or unread and delete them in one operation.

We are targeting early April 2024 for the beta release and we are planning to run this beta for 4 weeks before the release for general availability (GA).

If your organization frequently uses Genesys Cloud's real-time alerting capability, and you'd like to see actionable alert links, we are inviting you to sign-up for this feature. Your early feedback would be of great value to us to validate and improve this feature.

If you are interested, please sign-up using this link:

Alerts with contextual information - Beta Sign-up

Thanks,

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

Original Message:
Sent: 03-07-2024 12:41
From: Nikhil Ponnam
Subject: Upcoming Beta: Alerts with contextual information

Genesys Cloud Analytics team is pleased to announce the upcoming beta feature that enables real-time alerting with contextual information.

This feature provides supervisors contextual information within alerts providing them with quick access to the interaction, queue and agent information to do the root cause analysis and take corrective action.

With this feature, single-conversation based alerts will include information about the agent and queue along with the ability to launch directly into the interaction details view. Presence-based alerts will include the agent's name and team name if the alert rule is defined at the work team level.

Additionally, this release will include the feature that enables efficient alerts management with the ability to mark all alerts as read or unread and delete them in one operation.

We are targeting early April 2024 for the beta release and we are planning to run this beta for 4 weeks before the release for general availability (GA).

If your organization frequently uses Genesys Cloud's real-time alerting capability, and you'd like to see actionable alert links, we are inviting you to sign-up for this feature. Your early feedback would be of great value to us to validate and improve this feature.

If you are interested, please sign-up using this link:

Alerts with contextual information - Beta Sign-up

Thanks,

#BetaAnnouncement
#NowRecruiting

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

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

Original Message:
Sent: 03-07-2024 12:41
From: Nikhil Ponnam
Subject: Upcoming Beta: Alerts with contextual information

Genesys Cloud Analytics team is pleased to announce the upcoming beta feature that enables real-time alerting with contextual information.

This feature provides supervisors contextual information within alerts providing them with quick access to the interaction, queue and agent information to do the root cause analysis and take corrective action.

With this feature, single-conversation based alerts will include information about the agent and queue along with the ability to launch directly into the interaction details view. Presence-based alerts will include the agent's name and team name if the alert rule is defined at the work team level.

Additionally, this release will include the feature that enables efficient alerts management with the ability to mark all alerts as read or unread and delete them in one operation.

We are targeting early April 2024 for the beta release and we are planning to run this beta for 4 weeks before the release for general availability (GA).

If your organization frequently uses Genesys Cloud's real-time alerting capability, and you'd like to see actionable alert links, we are inviting you to sign-up for this feature. Your early feedback would be of great value to us to validate and improve this feature.

If you are interested, please sign-up using this link:

Alerts with contextual information - Beta Sign-up

Thanks,

#BetaAnnouncement
#NowRecruiting

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