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.

Copy and modify an alert rule when you want to reuse it for another agent or queue. For example, you can copy a rule and apply it to another agent. You can also copy a rule and modify the alert rule for the agent.

Note: You can copy only one rule at a time.

To copy an alert rule, do the following:

  1. In the Alert Rules workspace, select the alert rule you want to duplicate.
  2. Click Copy. 
  3. On the Copy Alert Rule page, rename the title and optionally update the description.
  4. Optionally update any of the following metrics that trigger the alert:
    • Alert conditions (agent or queue)
    • Alert rules
    • Users to notify
  5. Optionally update the alert notification method.
  6. Click Save. 

Copy and modify an alert rule when you want to reuse it for another agent or queue. For example, you can copy a rule and apply it to another agent. You can also copy a rule and modify the alert rule for the agent. 

Note: You can copy only one rule at a time.

To copy an alert rule, do the following:

  1. Navigate to Performance > Workspace > Other > Alert Rules.
  2. In the Alert Rules workspace, select the alert rule that you want to duplicate.
  3. Click more  more_icon  corresponding to the alert rule. 
  4. Click Copy alert rule copy_alert_rule. The selected rule will be copied.

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