Series: Manage alerts

Create an alert rule

You can create alert rules that notify you when a metric enters or leaves a defined range. You can apply alert rules to agents or queues.

Note: The system sends the alert after the interaction ends, not at the time the threshold is met.

For more information, see Alerts Rules tab. The following list defines the variables for metrics about agents or queues.

Column Description
Answered interactions The cumulative number of ACD interactions answered within an interval.
Handled interactions The cumulative number of interactions handled within an interval, including ACD interactions and outbound calls made on behalf of the queue.
Held interactions The cumulative number of interactions placed on hold within an interval. For example, if an agent places a voice interaction on hold twice, this action counts as one held interaction.
Transferred interactions  The cumulative number of interactions an agent transferred from the queue within an interval.
Maximum after call work time The maximum after call work time for an agent in the queue during an interval.
Maximum handle time The maximum handle time (talk time + hold time + ACW) for an agent in the queue during an interval. 
Maximum held time The maximum hold time for an agent in the queue during an interval.
Maximum talk time The maximum talk time for an agent in the queue during an interval.
Minimum after call work time The minimum amount of time that an agent spent completing work or wrap-up activities related to interactions in the agent's queue divided by the number of interactions that the agent handled.
Minimum handle time The minimum amount of time the agent spent on all interactions, plus after call work, divided by the number of interactions within a specified time frame.
Minimum held time The minimum amount of time an interaction exists in a Held state, divided by the number of interactions placed on hold, within a specified time frame.
Minimum talk time The minimum amount of time the agent has spent on interactions in the agent's queue divided by the number of interactions that the agent has handled.
Column Description
Abandoned interactions The cumulative number of abandoned interactions within an interval.
Answered interactions The cumulative number of answered ACD interactions within an interval.
Handled interactions The cumulative number of system interactions handled within an interval. Voice interactions differ from answered interactions because they include outbound calls made on behalf of a queue and dialer calls.
Interactions held The number of interactions in which the hold feature is used within an interval. For example, if an agent places a call on hold twice, this action counts as one interaction held. 
Offered interactions The cumulative number of interactions routed to the queue within an interval.
Interactions transferred The cumulative number of interactions transferred from the queue within an interval.
Service level The service level within an interval.
Maximum after call work time The maximum after call work of interaction answered within the queue. For example, suppose that a user sets a maximum handle time of >30 seconds. The user is alerted the first time during an interval when any interaction in the queue has a handle time of greater than 30 seconds.
Maximum handle time The maximum handle time (talk time + hold time + after call work) of interactions answered within the queue during an interval.
Maximum held time

The maximum length of time interactions were placed on hold within a queue during an interval.
Maximum talk time The maximum talk time of an interaction in the queue during an interval. 
Maximum time to answer

The maximum time to answer an interaction in the queue during an interval.
Maximum wait time The maximum wait time of an interaction in the queue during an interval.
Minimum after call work time The minimum amount of time agents spent on after call work for all interactions in this queue as specified in the alert threshold metrics. This variable is calculated as the total amount of after call work time divided by the number of interactions.
Minimum handle time The minimum amount of time spent on interactions in this queue as specified in the alert threshold metrics. This variable is calculated as the total amount of handle time divided by the number of interactions.
Minimum held time The minimum amount of time interactions spent in Held state in this queue as specified in the alert threshold metrics. This variable is calculated as the total amount of time interactions remained in Hold state divided by the number of held interactions.
Minimum talk time The minimum amount of time agents spent on interactions in this queue as specified in the alert threshold metrics. This variable is calculated as the total amount of time all agents spent on interactions divided by the number of interactions.
Minimum time to answer The minimum amount of time taken to answer interactions in this queue as specified in the alert threshold metrics. This variable is calculated as the total amount of time taken to answer interactions divided by the number of interactions.
Minimum wait time The minimum amount of time taken for agents to answer interactions in this queue as specified in the alert threshold metrics. This variable is calculated as the total amount of time interactions waited to be answered divided by the number of interactions.
  1. Click the Alerts icon .
  2. Click Rules.
  3. Click Create New. 
  4. Add a title for the rule.
  5. Under Alert Conditions, do the following:
    1. From the Alert Type list, select Agent or Queue.
    2. Select the agent or queue to which to apply the rule.
  6. Under Alert Rule(s), do the following:
    1. Select the agent or queue variable for the threshold metrics.
    2. Define the metrics that trigger the alert for this variable.
  7. Under Users to Notify, begin typing the name of the person to notify when the alert rule enters an alerting state.
    Note: Specify at least one user. Your name appears here by default.
  8. To specify more users, repeat step 7.
  9. To send the alerts as text notifications, select the SMS check box.
  10. To send email notifications to the selected users when the alert rule enters an alerting state, select the Email check box.
    Note: To configure email and SMS contact information, see Set your contact options.
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