Alerts give supervisors instant visibility into what’s happening across customer Interactions. You’ll receive real-time notifications when defined scenarios, subjects, or behavioural patterns appear, helping you take action quickly.
Looking for AI alerting features? Take a look at AI Interaction Alerts for real-time notifications based on customer behaviour and AI outcomes.
🔉 Setting Up Alerts
Step 1: Find Alerts Config
You can create a Alert by navigating to:
- Settings in the left-hand menu
- Select Alerts under the Feature Management section
- Click Create Alert in the top-right corner/
Step 2: Configure Your Manual Alert
From here, you can set up how your alert behaves:
- Name your alert
- Choose the factors you want to monitor
- Select the metrics that should trigger the alert
You can also define:
- How you want to be notified
- Who should receive the notification
- What the notification should say
Example:
In the example shown, the alert is set to trigger when the average wait time over a rolling 30-minute period exceeds 2 minutes.
