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.

To Filter the list of alerts:

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. 

To create 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 based on the Alert Type.

      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

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.

   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. 

  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.

To edit 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.

To copy 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.

To delete an alert

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