Series: Manage alerts

Manage the Alerts Inbox

Prerequisite
  • To view alerts in the inbox: Alerting > Alert > View

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. 

Notes:
  • 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, the alert notification icon count resets to zero because the alerts are read.
  • When using the toast or in-app notifications to send alerts to additional users, the alerts do not display in the alert inbox.

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.
  • View Details: Opens the corresponding interaction details view page for conversation metrics such as Queue, Agent, and Work team, or the corresponding Agent Status Detail view page for the user presence metrics.

Note:

Only certain types of alert rules generate View Details links. The following table describes the different conditions on which the View details links are generated:

Conditions Alert Rule Type Entity Type selected for the alert rule Metric type selected for the rule condition View Details
Condition 1 Conversation Metric-based Queue Single Conversation-based

Yes

(Shows Queue Name and the link to the Interaction details view page)

For more information about the single conversation metrics for Queues, see the Queue Metrics tab in the Real time agent, queue, user presence, and employee engagement metrics.
Condition 2 Conversation Metric-based Work Team Single Conversation-based

Yes

(Shows Agent Name, Work Team name, and the link to the Interaction details view page)

For more information about the single conversation metrics for Queues, see the Agent Metrics tab in the Real time agent, queue, user presence, and employee engagement metrics.
Condition 3 Conversation Metric-based User Single Conversation-based

Yes

(Shows Agent Name and the link to the Interaction details view page)

For more information about the single conversation metrics for Queues, see the Agent Metrics tab in the Real time agent, queue, user presence, and employee engagement metrics.
Condition 4 Presence Metric-based User Any metric

Yes

(Shows Agent Name and the link to the Agent Status view page)

For more information about the single conversation metrics for Queues, see the Presence Metrics tab in the Real time agent, queue, user presence, and employee engagement metrics.
Condition 5 Presence Metric-based Work Team Any metric

Yes

(Shows Agent Name, Work Team name, and the link to the Agent Status view page)

For more information about the single conversation metrics for Queues, see the Presence Metrics tab in the Real time agent, queue, user presence, and employee engagement metrics.

To perform bulk action on the alerts:

  • Mark All as Unread: Change all the alerts to unread status. 
  • Mark All as Read: Changes all the alerts to read status. 
  • Delete All: Deletes all the alerts.

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 generates no 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 do 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.

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