About alert administration

The Alerts Inbox tab and Alerts Rules tab include notifications and information about the metrics that are alerting. An alert notifies when a statistic enters a user-defined threshold or is no longer within a range of values.

Alerts overview

 You can set an alert on any interaction type to notify a supervisor when an interaction goes beyond a specific duration, when an agent transfers more than the average number of interactions, or many other metrics. 

Create and manage alert rules

Learn how to create an alert to provide a notification when a particular metric enters or is no longer within a defined range of values. You can then edit, copy, and delete alert rules, as necessary.