Alerts are notifications sent to supervisors when specific events or conditions occur. They provide real-time information about critical matters, that enables supervisors to effectively manage their teams. Alerts are triggered when predefined metrics, such as the number of calls waiting or total number of cases breach certain thresholds. They are created for real-time monitoring or at specific time intervals like every 10 minutes or every hour.

For example, if the number of Facebook cases exceeds 100 in the last 5 minutes, a supervisor receives an alert. The alert notification includes case details and allows the supervisor to directly open and address the cases. There are two types of alerts:

Manual Alerts

Where the user explicitly defines the threshold level at which they get the alert.

For example - Alert me when pending case count in Queue X crosses 600 cases.

Smart Alerts

These are intelligent alerts that have their threshold defined by the system based on the historical average of the metric. 

For example - Alert me about Queue X volume increase. In this case, the system determines when the alert gets triggered (maybe when Queue X becomes 100% more than the last 7 days average).

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Alert Types

• Login/Logout Alerts - Get notified whenever an agent logs in or logs out of the system.

• Team Availability Status - Supervisors set user status alerts to keep track of who may switch from available to Meal break or Unavailable. 

• SLA Breach - Monitor critical cases more efficiently by setting alerts for cases with SLA breach. 

• Wait Time Breach - Take quick action for inbound cases waiting in queue for longer duration than expected and resolve customer queries faster. 

• Sudden Increase in Case Volume - Track case volume from different channels and assign agents to Queues with high traffic.

• Case Response Time - Care more for customers by setting alerts for cases with large response times.

• Call Handle Time - Get an alert if an agent is taking longer to resolve a customer’s query in a support call and take suitable actions for resolution.

How can Supervisor Benefit from Alerts ?

1. Improving Contact Center Operations

   Track and monitor key metrics, cases and queues.

2. Manage Escalations

   The alert feature is a useful tool for managing escalations and ensuring that customers receive prompt and effective support.

3. Better Decisions

   This feature helps supervisors stay informed and make better decisions in real-time.