Series: Manage alerts

Work with alerts

Prerequisites
  • Alerting > Alert > All permission
  • Alerting > Rule > All permission

Access the Alerts Inbox and Alerts Rules tabs

Alert    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 metrics that are alerting. For more information, see About the Alerts Inbox tab or About the Alerts Rules tab

About alert notifications

When you create an alert rule, you configure who receives the notification and how to deliver it. The following table describes which alerts users can receive, depending on licensing and roles:

User Role Genesys Cloud on-screen notifications Email 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.

Notes
  • When configured alerts reach the threshold and activate, the alert notification (email or SMS) is not sent until after 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.

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.

Genesys Cloud Supervisors can optionally configure recipients to receive alert notifications by SMS text messages.

Note: Users must choose to receive either email or SMS notifications, or both.

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:

SMS checkbox

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.

Note: Users do not incur more Genesys Cloud charges when they receive alert notifications by text messages. However, users are responsible for any charges that are associated with their text messaging plan.

Genesys Cloud Supervisors optionally configure recipients to receive alert notifications by email.

Note: Users must choose to receive either email or SMS notifications, or both.

Genesys Cloud sends email alert notifications to the primary email address listed in a user’s Genesys Cloud profile. 


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