Alerts

Alerts automatically notify you when operational metrics cross defined thresholds, enabling fast response to issues before they impact service levels or agent productivity. Triggered alerts surface in the Command Center and can be delivered via email and webhooks.

Creating Alert Rules

1. Navigate to alert configuration in the platform
2. Click New Rule
3. Configure the rule parameters:

Setting	Description
Name	Descriptive name for this rule (e.g., “Queue Overflow Warning”)
Metric	What to monitor (queue depth, wait time, drop rate, agent count, etc.)
Condition	Greater than, less than, equals, or percentage change
Threshold	The trigger value that fires the alert
Campaign	Which campaign to monitor (or all campaigns)
Channels	How to be notified: in-app, email, webhook

Note

You can create multiple rules for the same metric with different thresholds. For example, a warning at queue depth > 10 and a critical alert at queue depth > 25.

Notification Channels

Channel	Description	Best For
In-App	Alert banner displayed in the platform UI and Command Center	Supervisors actively using the platform
Email	Alert details sent to configured recipients via SMTP	Off-floor managers and escalation contacts
Webhook	HTTP POST to your external systems (Slack, PagerDuty, etc.)	Integration with existing incident management

Tip

Use multiple channels for critical alerts. For example, send high-severity alerts to both in-app and email so they are seen even if no one is watching the Command Center.

Alert Lifecycle

Each alert follows a four-stage lifecycle:

1. Triggered — metric crosses the defined threshold, notifications fire
2. Active — alert is visible in the platform and awaiting response
3. Acknowledged — supervisor marks as seen with optional notes explaining the situation
4. Resolved — condition returns to normal automatically, or a supervisor manually resolves it

The full lifecycle is tracked in Alert History for post-incident review.

Alert History

View all past alerts with complete audit trail:

• When triggered and resolved — exact timestamps and duration
• Who acknowledged and when — accountability for response times
• Which metric and threshold — full rule details for context
• Frequency analysis — how often each rule triggers, identifying recurring issues

Example Rules

Common alert configurations to get started:

Rule	Trigger	Severity
Queue overflow	Queue depth > 20 calls	Critical
Long wait time	Average wait > 3 minutes	Warning
High drop rate	Abandon rate > 5%	Critical
Low agent count	Available agents < 3	Warning
Service level breach	Service level < 80%	Critical
High pause time	Average pause > 15 minutes	Warning

Tip

• Start with the five example rules above and tune thresholds based on your operation’s norms
• Review Alert History weekly to identify rules that trigger too frequently (adjust thresholds) or never trigger (may be too lenient)
• Use percentage change conditions for metrics that vary by time of day — this catches relative spikes rather than absolute values
• Pair alerts with the Command Center for maximum operational visibility

Caution

Alert email delivery requires a configured SMTP email service. Set this up at Admin > Settings before enabling email notification channels.