Alerts Monitoring

Articles

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Overview to Alerts

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 num

Knowledge Base Article

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Alerts Overview

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When to use Alerts?

As a Supervisor, you need to monitor your agents and the assigned cases to them in order to deliver best to your customers. There are always some situations that require special attention like high case traffic from a particular channel, large number of missed calls in a queue, high waiting time of

Knowledge Base Article

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Alerts Monitoring

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Creating Alerts

1. Click Alerts from the left pane of the Supervisor Console.2. Click Manage Alerts in the top right corner of the Alerts window.​3. Click Create Alerts in the top right corner to create new alerts.You can provide the desired details in the New Alerts window as shown below.​FieldsDescriptionsAlert N

Knowledge Base Article

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Creating Alerts

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Managing Alerts

Monitoring AlertsIn Supervisor Console, there is a dedicated dashboard for monitoring alerts. Supervisors can navigate to the Alerts tab. These alerts are segregated into different categories according to the use case of the supervisor. These categories are shown in engagement streams where supervis

Knowledge Base Article

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Alerts Monitoring

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