09/06/18 20:17 PM  

Pulse - Set Alert Notification | RingCentral Contact Center

« Go Back

Article

 
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 how to set Pulse Alert Notifications.
Details
 

Pulse - Set Alert Notification


When you select an Alert type you select the object to be monitored. It can be either Contacts, Agents or Skills. Pulse checks the data on the object against specified conditions and if the individual object (either Contact, Skill or Agent) data meets specified conditions, Pulse sends the message to Glip on this object.

For example, if you specified an Agent Alert and two Agents meet the conditions for that, Pulse sends two notifications on each Agent. 

Notifications into Glip are sent according to the frequency that you select at the “How often” tab of the configuration wizard.

User-added image

The frequency of notification depends on selected performance degradation tracing algorithm.
● “Notify me every time the Alert conditions on the <object> are met” means that the notification is sent every time when Pulse checks the data and conditions on the object are met. This option is helpful if you want to get regular notifications. It can be used for regular notifications on historical data. For example this option perfectly fits an hourly Alert on Skill average handle time calculated since the beginning of working day.

● “Notify me every time the Alert on the <object> is met for the first time” means that the notification is sent when the object data meets conditions the first time. When conditions are met next time the Alert is not sent. Next time notifications are sent when performance restores and drops again. This option helps to avoid repetitive notifications on the same object metrics degradation.

● “Notify me when the metrics for the <object> gets degraded” means that the notification is sent when the object data meets conditions the first time and next time if performance is degraded compared to the previous time. This option helps to avoid repetitive notifications on the same Contact Center object insufficient performance but still lets you trace degradation. This option is useful if you monitor Skill Service Level or Average Handle time metrics.  

● The “Send notification when performance is restored” option is available for all three algorithms described above. You will get notification if performance is restored after the drop. This option is not recommended if your Alert is based on metrics values which are wobbling. 


To view other Pulse topics, go to: Pulse - Overview | RingCentral Contact Center.
Ranking
Was this information helpful?
Yes
No
Somewhat

Tell us why and what can we do to improve this information