Work with alerts

AI-generated summary

based on specific conditions. The system supports two alert types: interval-based alerts evaluated every 30 minutes using aggregate metrics (total and average), and instantaneous alerts triggered immediately when conversations or agents meet preset conditions for single conversations, presence, or employee engagement metrics. Users can create a maximum of 100 alert rules per user, with only 50 rules enabled simultaneously. Alert rule creation requires specific permissions including Alerting Directory > User – View for real-time user alerts, Routing > Queue – View for queue alerts, and Groups > Work Team – View for work team alerts. Notification delivery varies by user role and licensing: Genesys Cloud Supervisor role users receive on-screen notifications, email, and SMS alerts and can configure alert recipients; Collaborate role users receive on-screen and email notifications; users without Genesys Cloud licensing or Supervisor role can receive email or SMS notifications only but lack access to the Alerts icon, Alerts Inbox tab, and Alerts Rules tab. The Alerts Inbox displays an unread alert counter, excluding read alerts from the count regardless of active alert status. Alert rules support single or multiple conversation configurations, with instantaneous alerts limited to one condition per rule. Genesys Cloud supports multiple notification delivery methods for alert rules, including on-screen toast notifications, email, and SMS, with users required to select email, SMS, or both while on-screen notifications cannot be disabled. Toast and in-app notifications display conversation details and provide options to view the triggering alert rule or corresponding interaction details across queue, agent, work team, and user presence metrics. The specific information conveyed varies by alert type: single conversation queue metrics include queue name and conversation ID; agent metric-based alerts display agent name and ID; work team alerts show agent and team names; user presence alerts include agent identification; and adherence duration-based alerts provide agent ID and name in email only. SMS notifications contain no detailed information, while email notifications are sent to the primary email address in a user's profile. To receive SMS alerts, recipients must have a phone number designated as primary for SMS in their Genesys Cloud profile, with no additional charges from Genesys Cloud, though users bear responsibility for their carrier's text messaging fees. Supervisors can configure alert recipients, subject to organizational limits of 10 notifications per alert per method and 1,000 total notifications per method per organization.

Series: Manage alerts

Next suggested step: Manage the Alerts Inbox

PrerequisitesClick to expand

Access the Alerts Inbox and Rules Workspace

To access the Alerts Inbox, click the Inbox icon in the upper right corner of the page, and then the Alerts icon.

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 types

You can create an alert rule for multiple conversations vs single conversations or single agent-based metrics. You can create the following types of alerts:

Interval-based alerts – These alerts are evaluated every 30 minutes based on the aggregate metrics including total and average.
Instantaneous alerts – Based on the single conversation, presence, or employee engagement metrics, the alert rules trigger at the moment any conversation or specific agent meets the preset condition. You can set only one condition for an alert rule, so you do not see the Add Condition or Add Condition Set options while creating the alerts.

Note: You can create a maximum of 100 rules per user, but you can only enable a maximum of 50 rules per user at a time.

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	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.

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.

The toast or in-app notifications provide details about the conversation that triggered an alert.

View Alert Rule: Click View Alert Rule to navigate to the specific rule page and view the rule condition that triggered the alert.
View Details: Click View Details to view 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.

Notes:

The information provided in the toast alert notifications and emails based on the chosen conversation metric rule is:

Conversation metric rule	Information in toast alert notifications	Information in Emails
Single conversation queue metrics-based alerts	Queue Name	Conversation ID Queue Name Queue ID
Single conversation agent metric-based alerts	Agent Name	Agent ID Agent Name
Single conversation work team metric-based alerts	Agent Name, Team Name	Agent ID Agent Name
User presence metric-based alerts	Agent Name	Agent ID Agent Name
Adherence duration-based alert rules (Employee Engagement Metrics)	None	Agent ID Agent Name

For more information on single conversation metrics, see Real time agent, queue, and presence metrics.

The SMS notifications do not contain any information.

When using the toast or in-app notifications to send alerts to more users, the alerts do not display in the alert inbox.

Text message 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 Primary SMS? selected:

Genesys Cloud sends SMS alert notifications to the first telephone number in the Phone list selected for primary 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.

Email alert notifications

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.

Note: The maximum limit on the number of SMSs or emails sent out per alert is 10 per alert per organization per method (SMS or email). The maximum limit on the total number of SMSs or emails is 1000 per organization per method (SMS or email). For more information on the limits, see

[NEXT] Was this article helpful?

Get user feedback about articles.