Add Filter for Schedule or Hours-Based Queue Alerts
Issue:
Currently, the alert system does not account for queue schedules, operating hours, or specific time-based configurations. As a result, queues that are intentionally set to operate 24/7 or have custom schedules generate continuous “no agents in queue” or similar alerts outside of normal staffing hours. This leads to unnecessary email traffic and alert fatigue, making it harder to identify genuine issues.
Proposed Solution:
Introduce a filter or condition in the alert configuration that allows you to assign a schedule or operating hours for the alert before sending alerts.
This enhancement would ensure that alerts such as “no agents available” are only triggered during scheduled operating times at alert level, significantly improving alert accuracy and reducing excessive notifications for intentionally unstaffed queues.
This would be especially beneficial for teams managing 24×7 or multi-region queues as part of larger, integrated solutions.
Lariane
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