Series: Manage alerts
Work with alerts
- Alerting > Rule > All permission
Access the Alerts Inbox and Rules tabs
To access the Alerts Inbox, click the Alerts icon in the upper right corner of the page.
Next to the Alerts icon is a counter that indicates the number of unread alerts in the Alert Inbox. Read alerts are not included in the count, even if they are in an active alert state.
The Alerts Inbox tab and Alerts Rules tab include notifications and information about the alerting metrics. For more information, see the Alerts Inbox tab or Alerts Rules tab.
Understand alert notifications
When you create an alert rule, you configure who receives the notification and how to deliver it. The following table describes the alerts that users receive, depending on licensing and roles:
| User | Role | Genesys Cloud on-screen notifications | SMS | |
|---|---|---|---|---|
| Genesys Cloud | Genesys Cloud Supervisor | ✓ | ✓ | ✓ |
| Collaborate | Any Collaborate role | ✓ | ✓ |
A user with the Genesys Cloud Supervisor role can configure alerts and specify notification recipients. Users who do not have a Genesys Cloud license or the Genesys Cloud Supervisor role can receive notifications by email or SMS. However, they do not have access to the Alerts icon, the Alerts Inbox tab, or the Alerts Rules tab.
- When configured alerts reach the threshold and activate, the alert notification (email or SMS) does not send until the interaction disconnects.
- Alert rules only reset when an event occurs that takes the alert out of alarm. Alerts do not reset based on time intervals.
- Genesys Cloud automatically deletes alerts older than 30 days from the Inbox.
Genesys Cloud on-screen alert notifications
Users with the Genesys Cloud Supervisor role can receive alert notifications by the Alert icon, the Alerts Inbox tab, and the Alerts Rules tab. Users must choose to receive either email or SMS notifications, or both, but cannot opt out of the on-screen notifications.
Text message notifications
Genesys Cloud Supervisors can optionally configure recipients to receive alert notifications by SMS text messages.
To receive text alert notifications, the recipient’s Genesys Cloud profile must include a selected phone number with the associated Accept SMS? check box selected:
Genesys Cloud sends SMS alert notifications to the first telephone number in the Phone list selected to accept SMS messages. For more information, see Set your contact options.
Email alert notifications
Genesys Cloud Supervisors optionally configure recipients to receive alert notifications by email.
Genesys Cloud sends email alert notifications to the primary email address listed in a user’s Genesys Cloud profile.
- Alerting > All permission
- Directory > User > View (for real time user alerts)
- Routing > Queue > View (for real time queue alerts)
- Groups > Team > View (for real time team alerts)
Access the Alerts Inbox and Rules Workspace
To access the Alerts Inbox, click the Alerts icon in the upper right corner of the page.
Next to the Alerts icon is a counter that indicates the number of unread alerts in the Alert Inbox. Read alerts are not included in the count, even if they are in an active alert state.
Understand alert notifications
When you create an alert rule, you configure who receives the notification and how to deliver it. The following table describes the alerts that users receive, depending on licensing and roles:
| User | Role | Genesys Cloud on-screen notifications | SMS | |
|---|---|---|---|---|
| Genesys Cloud | Genesys Cloud Supervisor | ✓ | ✓ | ✓ |
| Collaborate | Any Collaborate role | ✓ | ✓ |
A user with the Genesys Cloud Supervisor role can configure alerts and specify notification recipients. Users who do not have a Genesys Cloud license or the Genesys Cloud Supervisor role can receive notifications by email or SMS. However, they do not have access to the Alerts icon, the Alerts Inbox tab, or the Alerts Rules tab.
Genesys Cloud on-screen alert notifications
Users with the Genesys Cloud Supervisor role can receive alert notifications by the Alert icon, the Alerts Inbox tab, and the Alerts Rules tab. Users must choose to receive either email or SMS notifications, or both, but cannot opt out of the on-screen notifications.
Text message notifications
Genesys Cloud Supervisors can optionally configure recipients to receive alert notifications by SMS text messages.
To receive text alert notifications, the recipient’s Genesys Cloud profile must include a selected phone number with the associated Accept SMS? check box selected:
Genesys Cloud sends SMS alert notifications to the first telephone number in the Phone list selected to accept SMS messages. For more information, see Set your contact options.
Email alert notifications
Genesys Cloud Supervisors optionally configure recipients to receive alert notifications by email.
Genesys Cloud sends email alert notifications to the primary email address listed in a user’s Genesys Cloud profile.
