Series: Manage alerts

Deprecation Announcement: On June 7, 2023, Genesys replaced the legacy alerting capability with the new real-time alerting capability, and on April 29, 2024, Genesys Cloud will remove the legacy alerting capability. For more information, see Deprecation: Legacy alerting system.

The Alerts Rules inbox displays all the alerts and the current state of each one (normal, alerting, disabled). 
Alert    To access the Alerts Rules inbox, click the Alerts icon and then click the Rules tab.

Note: An activated alert appears in an alerting state until the rule condition terminates. For example, suppose a user’s alert notification icon displays a count of three. The user opens the alert inbox, views the three alerts, and marks them as “read.” The statistics for these three alerts remain within the alerting thresholds, which the user can see in the alert rules. However, since the alerts are marked “read,” the alert notification icon count resets to zero.

The Alerts Rules tab displays the following information in chronological order:

  • Whether the alert is enabled
  • The alert title
  • The configured conditions that trigger the alert
  • The current alert status

For more information about agents and queues metrics, see Agent and Queue variables for Manage the Alerts Inbox.

The Alerts inbox displays the current state of each alert. These states are normal, alerting, or disabled. To access the Alerts inbox, perform these steps:

  1. Click the Inbox icon.
  2. In the Inbox panel, click the Alerts icon. 

Note: An activated alert appears in an alerting state until the rule condition ends. For example, suppose a user’s alert notification icon displays a count of three. The user opens the Alerts inbox, views the three alerts, and marks them as read. The statistics for these three alerts remain within the alerting thresholds, which the user can see in the alert rules. However, because the alerts are read, the alert notification icon count resets to zero.

The Inbox displays the alerts in chronological order. To select an option to assign to a notification, click More .

  • Mark as Read/Unread: Changes the alert to read/unread status. 
  • Snooze Alert: Displays a clock icon. When you hover over the icon, the snooze details appear. The default snooze time limit is 15 minutes. 
  • Mute Alert Rule: Displays a clock icon. When you hover over the icon, the mute details appear. The default mute time limit is 15 minutes.
  • View Alert Rule: Opens the corresponding alert rule page.
  • Delete Alert: Deletes the alert.

The Alerts workspace displays the following information in chronological order:

  • Whether the alert is enabled
  • The alert title
  • The configured conditions that trigger the alert
  • The current alert status

Mute alerts

You can use the mute an alert option to stop all alert notifications for the next 15 minutes. The mute action applies to all forms of notifications such as email, SMS, in-app, and more, and impacts all the subscribers of the muted alert.

By muting an alert, you do not disable the alert. The system evaluates and triggers alerts when the conditions are met but does not generate any notifications. However, the alert rule status continues to display as Active. The Alerts section of the Genesys Cloud Inbox and the bell icon on the upper-right does not display any alerts triggered corresponding to the muted rule.

The mute alert option automatically expires after the mute duration of 15 minutes.

Snooze alerts

You can use the snooze alert option to stop the recurring notifications of the alert for the next 15 minutes. The snooze action applies to all forms of notifications such as email, SMS, in-app, and much more. This act impacts the alert set and delays notifications for the set alert. The rest of the subscribers continue to receive recurring alerts as per the notification interval specified in the rule definition. 

The snooze option is specific to the alert and if the alert is not active, then the snooze timer does not apply. New alerts triggered by the same rule are not bound by the snooze setting.

The snooze option automatically expires after the snooze duration of 15 minutes.

Work with alerts :Previous Suggested Article Next Suggested Article: Create an alert rule