09/06/18 20:18 PM  

Pulse - Alert Types | RingCentral Contact Center

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SummaryPulse for Contact Center, supervisors and managers may get notifications anytime anywhere. Pulse is a perfect supplement to existing Contact Center reporting and monitoring capabilities. This article describes the different Pulse alert types.
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Pulse - Alert Types 

Alert type choice depends on the problem that you want to solve using Pulse. If you are used to Contact Center widgets to monitor current states of Contacts, Queues, Agents, and it's recommended to use Snapshot Alerts that are based on the current data. If you need to receive reporting data on performance per Skills or Agents, it’s recommended to configure an historical Alert. The Historical Alert may also help you to get notification on the Contacts that completed with an unwelcome outcome—Contact is refused, abandoned or has unwelcome disposition. 

The table below illustrates examples of issues that can’t be detected using a specific Alert type.

Issue
Alert Timeliness
Alert focus
Excessive number of Contacts waiting in Skill
Snapshot
Skill
Insufficient number of Agents available in Skill
Snapshot
Skill
Agent stays too long in undesired state : unavailable, ACW, etc.
Snapshot
Agent
Agent has an excessive number of open Contacts
Snapshot
Agent
Contact is waiting too long in the Queue 
Snapshot
Contact
Contact has been handled too long
Snapshot
Contact
Contact was transferred to another Agent
Snapshot
Contact
Excessive abandon rate on Skill per time frame
Historical
Skill
Skill Service Level is not sufficient 
Historical
Skill
Insufficient number of outbound Contacts handled per Skill per time frame
Historical
Skill
The longest time a contact has been waiting in Skill to speak to a Contact Center Agent exceeded acceptable value
Historical
Skill
Insufficient recent Agent occupancy
Historical
Agent
Average Handle Time of the Agent calculated recently is too long
Historical
Agent
Contact was completed with unwelcome disposition
Historical
Contact
Contact was refused since an Agent didn't answer or dropped the call
Historical
Contact

To view other Pulse topics, go to: Pulse - Overview | RingCentral Contact Center.
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