Alerts

From the main menu bar, hover over Handling and then click Alerts. Where enabled, the alerts feature allows users to configure key performance indicator (KPI) alerts in the system.

Purpose

Key Performance Indicator (KPI) alerts are notifications that can be sent to certain users when a threshold is surpassed for a specific metric.

Alerts can be configured to be sent to one or more users, teams, or groups. Alerts can apply to one queue or all queues, to one business unit or all business units, and to audio and chat sessions or e-mail sessions.

KPI alerts can be delivered to users by instant message, e-mail, or call.

Actions

Miscellaneous

By default, only enabled alerts are listed on the KPI Alert Details page. To display all alerts, click ShowDisabled Alerts. To conceal disabled alerts, click Hide Disabled Alerts.

Create New Alert

Click Create New Alert to set up a new alert (Figure 1).

Figure 1 KPI Alert Details page

Figure 2 Setup New KPI Alert page

Edit the following fields to create a new KPI alert: 

Key Performance Indicator

Select the KPI metric from the drop-down menu.

Relationship

Select the relationship between the KPI and the threshold value from the drop-down menu.

Threshold Value

Enter the threshold value.

Alert Type

Select the alert format from the drop-down menu:

• Longest Queue Time
• Service Level - Percentage
• Longest Available Agent
• Average Speed of Answer
• Abandon Rate
• Average Talk Time
• Current Queued Call Count
• Average Handle Time
• Non-SLA Call Count
• Queue Depth
• Available Agents - Percentage

Alert Target

Enter an agent, team, group, SIP address, or e-mail address. Click Add Target.

Queue

Select the queue the alert corresponds to from the drop-down menu.

Business Unit

Select a business unit to associate with the alert from the drop-down.

Modality

Select the desired modality from the drop-down menu. This is the method in which you will receive the alert.

Active?

Select this box to activate the alert.

Click Save to finalize the new alert.

Edit Existing Alert

Click Edit to modify an existing alert. The following fields will be available to edit:

Key Performance Indicator

Select the KPI metric from the drop-down menu.

Relationship

Select the relationship between the KPI and the threshold value from the drop-down menu.

Threshold Value

Enter the threshold value.

Alert Type

Select the alert format from the drop-down menu:

• Longest Queue Time
• Service Level - Percentage
• Longest Available Agent
• Average Speed of Answer
• Abandon Rate
• Average Talk Time
• Current Queued Call Count
• Average Handle Time
• Non-SLA Call Count
• Queue Depth
• Available Agents - Percentage

Alert Target

Enter an agent, team, group, SIP address, or e-mail address. Click Add Target.

Queue

Select the queue the alert corresponds to from the drop-down menu.

Business Unit

Select a business unit to associate with the alert from the drop-down.

Modality

Select the desired modality from the drop-down menu. This is the method in which you will receive the alert.

Active?

Select this box to activate the alert.

Click Save to finalize any modifications.