Alerting Help

You can set up alerts for different work queue tasks, such as SpeechIQ, Schedule Adherence, Ticketing, etc. The Alerting feature under the Work Force Optimization (WFO) tab allows you to create an alert and specify details such as Name, Type, Status, and Priority of the alert. You can also view details of an alert including who modified it last and when it was modified. This screen also enables you to copy an existing alert to create a new one and also delete an unused alert.

When you navigate to Work Queue > Alerting on the WFO tab, all the alerts created are listed. You can narrow down the list using Filter option.

Filtering the Alert List

1. In the Search () field, type in appropriate values and press Enter.
2. Select the Active Only check box to list only the active alerts. 

Creating a New Alert

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 for the alert to trigger based on the Alert Type.

      Schedule Adherence

      Adherence Category - Select from the Available list and move to Selected list using the  key.

      Agent State 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 - 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.
      Ticketing

      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.
      • Components - Select the applicable components.
      • Labels - Select the labels.
      • Priorities - Select the priorities of the ticket.
      • Statuses - Select the status of the ticket.
      • Ticket Types - Select the type of ticket.

      Enter the details for the following parameters:

      • Created By - Enter the name of the user who created the ticket.
      • Email - Enter the email of the user who created the ticket.
      • Followed By - Select the name of the user from the dropdown.
      • Phone - Enter the phone number.
      • Reporter - Enter the name of the person who reported the ticket.
      • Subject - Enter the subject of the ticket.
      • Ticket Number - Enter the ticket number.
      • Time to Resolve (Hours) - Enter the time taken to resolve the ticket.
      Work Queue Tasks

      • Task Type - Select the task types for the alert. Choose as many from the list - Acknowledgement, Alert, Announcement, Arbitration, Callbacks, Coaching, eLearning, Email, Notification, Scheduling, SIQ Scoring, and SMS. To undo a selection, click the selected option again.
      • Priority - Select from the Available list and move to Selected list using the  key.
      • Status - Select from the Available list and move to Selected list using the  key.
      • Number of Days Past Due - Enter the number of days.
      • Select the Agent Teams and Agents from the Available list and move to Selected list using the  key.
5. In the Recipients tab, select Email or Work Queue or both as Delivery Methods. 
6. Select the list of recipients for the alert from the Available list.
7. Click Save.

8. Click Publish to publish the alert.

   Note

   You must first publish an alert before using it.

9. To move a published alert back to draft stage, click Draft.
   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. 
   The Jobs tab provides information regarding the alert triggers and is there was any error when the alert is executed.
   The History tab provides details about all the changes made to the alert. Enter the Start Date and End Date and click Search to filter the list on a specific date range.

Editing an Alert

1. Select the alert you want to edit and click Edit.
2. Make the necessary changes and click Save.
3. To publish the alert, click Publish.

Copying an Alert

1. Select the alert you want to copy and click Copy.
2. Enter the name of the new alert in the Alert Name field.
3. Enter the Alert Subject Line that you wish to send as the email subject line.
4. Click Create.
5. Enter information in the Settings and Recipients tab and click Save.
6. To publish the alert, click Publish.

Deleting an Alert

1. Select the alert you want to delete and click Delete.
2. In the Delete Alert pop-up, click Delete.