Series: Manage alerts

To edit an alert rule, follow these steps.

  1. Click the Alerts icon.
  2. Click Rules.
  3. Select the rule that you want to modify and click Edit.
  4. On the Edit Alert Rule page, optionally update the title.
  5. Optionally update the metrics that trigger the alert:
    • Alert conditions (agent or queue)
    • Alert rules
    • Users to notify
  6. Optionally update the alert notification method.
  7. Click Save.

For more information about agents, queues, and user presence metrics, see Legacy agent, queue, and user presence metrics.

To edit an alert rule, follow these steps.

  1. Navigate to Performance > Workspace > Other > Alert Rules.
  2. In the Alert Rules workspace, select the alert rule that you want to edit. The Configure Alert Rule page appears.
  3. In the Configure Alert Rule screen, make the required changes.
    Note: Alert rules, based on conditions for single conversation metrics or user presence status duration, trigger at the moment any conversation or specific agent meets the preset condition. You can set only one condition for an alert rule, so you do not see Add Condition or Add Condition Set options.
  4. Click Save.

For more information about agents, queues, and presence metrics, see Real time agent, queue, and presence metrics.


Create an alert rule :Previous Suggested Article Next Suggested Article: Copy an alert rule