Alerts monitor your iService tenant and take automated actions when questions are not resolved within a specified time frame. Alerts run on a predefined scheduled, such as once a day or once an hour. Alerts are configured to monitor specified topics, and can take a variety of actions on questions that match the alert criteria. Actions include change topic, resolve interaction, round robin assign the question to an agent, send a report of unanswered questions to various agents via email, set an interaction property, and run a webhook.
Like other settings pages, the Alerts page includes a list of alerts that have been defined and options to enable or disable them as needed. You can find more details about the actions supported in the Filters page.
There are six sections within an alert that need to be configured.
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Setting to Configure
Description
1
Alert Name
This is the name that appears in the Alert list. It will also be used in the Status Audit for interactions created or updated by the alert.
2
Enabled
To enable the alert, turn on the switch.
3
Frequency
The frequency defines how often the alert will check for the age of messages in the selected topics. For example, an alert with a frequency of 1 day will check for the conditions and perform the specified action once per day. Keep in mind that if your action sends an email notification frequent checking of the condition could generate many notices.
4
Question Age
The question age defines how old question must be before the alert takes an action. This age is based on the original creation time of the message and only unresolved questions are evaluated by Alerts. For example, if the condition is 30 minutes every question in the chosen topic that are unresolved and over 30 minutes old will be included in the action.
5
Topics
Select the topics to monitor. The Alert will only run actions for unresolved questions that are in the selected topics. You can select as many topics as desired.
6
Actions
When the Alert runs it will identify every interaction in the selected topics that match the Question Age. The action will be applied to all of those matching questions. Most of the actions are run separately for each interaction. However, the Send Agent Notification action will group all of the matching interactions into a single email sent to the selected agent.
A note about actions.
The actions available to the alert are identical to the filter actions that are used when processing incoming email or tickets. The difference is that Filters only run when a message arrives, while Alerts run on a schedule after the question is already created. See the Filters chapter for details on how to configure the actions in your Alert.
Alerts monitor your iService tenant and take automated actions when questions are not resolved within a specified time frame. Alerts run on a predefined scheduled, such as once a day or once an hour. Alerts are configured to monitor specified topics, and can take a variety of actions on questions that match the alert criteria. Actions include change topic, resolve interaction, round robin assign the question to an agent, send a report of unanswered questions to various agents via email, set an interaction property, and run a webhook.
