Manage Alerts

You can set up alerts and receive them whenever the defined duration exceeds the threshold. By default, no alerts are configured.

Set Up Alerts

When you set up alerts, you can define:

  • Whether to receive alerts.

  • Whether to have an alert sound.

  • Thresholds for when to be alerted.

To set up any alert:

  1. Click the app selector and select Supervisor .

  2. Go to the Live Monitoring page and click to expand the right panel.

  3. Click Alerts Image of Alerts option to go to the Alerts panel and click Settings Image of the Setting icons to configure Alerts.

  4. You can configure the following alerts:

    • Audio Sound: Turning this on enables sound for alerts.

    • Agent State: Setting this alert notifies whenever the agents' state remains in a certain state for more than the defined duration.

      To set any agent state alert,

      1. Go to Agent State area, and click Icon of a plus sign to configure Agent State alerts.

      2. In the drop-down list, select one or more states. For example, select Available and Unavailable.

      3. Click Icon to expand the States area to expand the States area. Then turn on the alerts and enter the threshold durations when you should be alerted.

    • Negative Sentiments: This is an add-on alert and is only available with a Real-Time Interaction Guidance license. Turn on this alert and enter the threshold duration when you should be alerted for any negative customer sentiment.

    • Urgent Assist: This alert is only available as a part of the Enlighten AI CSAT package with the CXone Supervisor CSAT license.

      This alert uses the AI-based Urgent Assist model. This model is trained on cross-industry patterns and trends. The model predicts the precise moment and alerts you when to step in and support your agents.

      With high precision, this model triggers the alert only when help is needed. Even if there are negative sentiments during the contact, the alert does not come immediately. The model lets your agents try to handle the problem. If the escalation pattern continues, then the alert is triggered. This alert is sent only for very limited contacts. It makes sure you are alerted only when your agent needs you.

  5. When you are finish configuring alerts, click Back to alerts.

View Alerts

When the duration for any agent's state exceeds the defined value, you will start receiving alerts.

You can filter the type of alerts you want to see. You can view alerts and take necessary actions.

Click Clear All to clear all alerts.