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- Click New.
- Select Alert Type from the drop-down menu.
- Provide a name for the new alert in the Alert Name field and click Create.
- In the Settings tab, provide all the necessary information for the alert.
- In the General Settings section add a name for the alert in Alert Name field. Enter the Alert Subject Line that you wish to send as the email subject line.
- Enable options such as Active using the check box based on your requirement.
- Set the interval, condition, and when notification alert must be sent.
- In the Schedule section, select the Day and set the Start Time and End Time.
In the Parameters section, select the necessary options based on the Alert Type.
Expand title Schedule Adherence Adherence Category - Select from the Available list and move to Selected list using the
key.Alert Filter - For each of the options, select from the Available list and move to Selected list using the
key.- Agent Teams - Select the applicable agent teams.
- Agents - Select the applicable agents.
- Area - Select the area for the alert.
- Call Centers - Select the call centers for the alert.
- Shift - Select the shift for the alert.
Schedule Adherence Adherence Category - Select from the Available list and move to Selected list using the
key.Alert Filter - For each of the options, select from the Available list and move to Selected list using the
key.- Agent Teams - Select the applicable agent teams.
- Agents - Select the applicable agents.
- Area - Select the area for the alert.
- Call Centers - Select the call centers for the alert.
- Shift - Select the shift for the alert.
SpeechIQ For each of the options, select from the Available list and move to Selected list using the
key.- Agent Teams - Select the applicable agent teams.
- Agents - Select the applicable agents.
- Assessors -
- Call Centers -
- Interaction Intent Types
- Interaction Intents
- Keywords
- Metadata
- Phone Numbers
- Scorecard Grades
- Scorecards
- Sentiment
- Services
- Silence Percentage
- Skills
- Talk Over Percentage
- Channels - Choose between SMS, Email, Chat, and Audio
- Duration - Enter the Minimum and maximum duration of calls (in seconds) for the alert.
- Keywords - Enter the keywords used by agents or customers for .
- Metadata
- Phone Numbers
- In the General Settings section add a name for the alert in Alert Name field. Enter the Alert Subject Line that you wish to send as the email subject line.
- In the Recipients tab, select Email or Work Queue or both as Delivery Methods.
- Select the list of recipients for the alert from the Available list.
- Click Save.
Click Publish to publish the alert.
Info title Note You must first publish an alert before using it.
The Activity tab provides information about an alert. You can find out when the alert was created, any event that occurred, when the alert was last triggered and what action was taken. Enter the Start Date and End Date and click Search to filter the list to a specific date range.
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