Manage the Alerts Inbox
Series: Manage alerts
Previous suggested step: Work with alerts
Next suggested step: Create an alert rule
- 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.
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. |
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.
[NEXT] Was this article helpful?
Get user feedback about articles.