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1. Click New.
2. Select Alert Type from the drop-down menu.
3. Provide a name for the new alert in the Alert Name field and click Create.
4. In the Settings tab, provide all the necessary information for the alert.
   1. 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.
      1. Enable options such as Active using the check box based on your requirement.
      2. Set the interval, condition, and when notification alert must be sent.
   2. In the Schedule section, select the Day and set the Start Time and End Time.

   3. 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.

      
      

      Expand
      title SpeechIQ
      For each of the options, select from the Available list and move to Selected list using the Image Added key. Agent Teams - Select the applicable agent teams. Agents - Select the applicable agents. Assessors - Select the applicable assessors. Call Centers - Select the applicable call centers. Interaction Intent Types - Select the interaction intent types that are applicable for the interactions. Interaction Intents - Select the interaction intent UUIDs that are applicable for the interactions. Scorecard Grades - Select the scorecard grades that are applicable for the interactions. Scorecards - Select the scorecards that are applicable for the interactions. Services - Select the services that are applicable for the interactions. Skills - Select the skills assigned to the agents. Enter the details for the following parameters: Sentiment - Choose between Customer, Agent, or Either and select Positive, Neutral, or Negative from the drop-down menu. 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 applicable for the alert. Metadata - Enter the metadata for the interactions.  Phone Numbers - Enter the phone numbers applicable for the alert. Silence Percentage - Enter the silence percentage. Talk Over Percentage - Enter the talk over percentage.

      
      

      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 - Select the applicable assessors. Call Centers - Select the applicable call centers. Interaction Intent Types -   Interaction Intents Keywords Metadata Phone Numbers Scorecard Grades Scorecards Sentiment Services Silence Percentage Skills Talk Over Percentage Select the interaction intent types that are applicable for the interactions. Interaction Intents - Select the interaction intent UUIDs that are applicable for the interactions. Scorecard Grades - Select the scorecard grades that are applicable for the interactions. Scorecards - Select the scorecards that are applicable for the interactions. Services - Select the services that are applicable for the interactions. Skills - Select the skills assigned to the agents. Sentiment - Choose between Customer, Agent, or Either and select Positive, Neutral, or Negative from the drop-down menu. 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 - Enter the metadata for the interactions.  Phone Numbers - Enter the phone numbers applicable for the alert. Silence Percentage - Enter the silence percentage. Talk Over Percentage - Enter the talk over percentage.

      
      

1. In the Recipients tab, select Email or Work Queue or both as Delivery Methods. 
2. Select the list of recipients for the alert from the Available list.
3. Click Save.

4. 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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