Contents

Add an Alert

Configuring an alert provides notification when a particular metric enters, is within bounds, or is no longer within a user-defined range of values. Alerts can be displayed in Interaction Connect or Interaction Supervisor using color coded icons and text attributes to highlight a metric. Alerts can optionally send email notifications, play sounds, or invoke a handler.

To set an alert for a statistic:

In the Manage Alerts dialog box, click Add.
From Statistic group, select a category of statistics.
From Statistic definition, select a statistic on which to base the alert.
Select the statistic parameters as needed.

Note: The appearance of the Manage Alerts dialog box varies, depending on the selected statistic. For example, the Average Wait Time statistic has three parameters: Workgroup, Agent, and Interval (such as Current Shift). Other statistics require different parameters.

Click Confirm.

Result: The Manage Alerts dialog box changes to enable you to configure alert rules. The appearance of this dialog box varies and is based on the data type of the statistic.

Optionally, click Display String to change the name of the alert.

Note: The selections you have made so far become the name of the alert as it appears in My Default Alert Set. You can change it to any name you find useful.

Select an Alert Rule Type.

Tip: If you have already defined an alert rule, click the plus sign (+) to add another alert rule. You can click the minus sign to remove a selected alert rule.

Type of Statistic	Alert Conditions	Criteria you must supply
Boolean statistics	The value is True, Yes, 1	No criteria are required by Boolean alert conditions
	The value is False, No, 0
	Has a value
	Does not have value
Numerical statistics (integer, double and percent)	Value less than	Maximum value
	Value in range	Minimum and Maximum values
	Value greater than	Minimum value
	Has value	No criteria are required by this alert condition
	Does not have value	No criteria are required by this alert condition
Timespan statistics (Duration, Time Duration, Future Duration, Finite Duration)	Value less than	Maximum time value, expressed in days, hours, hours, and minutes (ddd:hh:mm:ss)
	Value in range	Minimum time value, expressed in hours, minutes and seconds (hh:mm:ss) Maximum time value, expressed in days, hours, hours, and minutes (ddd:hh:mm:ss)
	Value greater than	Minimum time value, expressed in hours, minutes and seconds (hh:mm:ss)
	Has value	No criteria are required by this alert condition
	Does not have value	No criteria are required by this alert condition
String statistics	The value is equal to a string	Character string
	The value is not equal to a string	Character string
	The value contains a substring	Character string
	The value does not contain a substring	Character string
	The value matches a prefix	Character string
	The value does not match a regular expression	Any regular expression.
	Has a value	No criteria are required by this alert condition
	Not Set	No criteria are required by this alert condition

Select a Severity level.

This setting determines the color of the icon that appears in statistics views when an alert is triggered. These alerts appear in the

Result: The alert rule is represented by its values and severity level in the Manage Alerts dialog box.

To select one or more actions that occur when the alert condition is triggered, select an alert rule, and click ON. Set the necessary parameters for each selected rule.

Result: Icons for each action appear to the right of the selected rule.
- Send Email
  
  When you select this action, also select the names of the email recipients and whether to send emails when the statistic enters the alert condition, exits the condition, or when its value changes within the condition.
- Apply Font Styling
  
  When you select this action, also select text color, background color, and font weight. The statistic control's value field changes to the selected font color, background color, and font weight when the alert is triggered.
- Execute Handler
  
  When you select this action, select a handler that initiates when the statistic enters or exits the alert condition. Optionally, you can also set a string passed as a parameter to the handler in Data to be sent with handler.
- Play Sound
  
  Select a sound to play when the value of the statistic enters the range of a condition, changes within the condition, or exits the range of a condition. You can select a sound for each option. To listen to the selected sound, press the Play button.
  
  Note: See Alert Sounds.
- Send Client Memo
  
  Select this option to send a client memo from Interaction Supervisor to one or more CIC client users when the alert occurs.
  
  Note: You can address messages to any combination of workgroups or agents. A Client Memo is not an email message. A client memo appears in a CIC client as a notification along the bottom edge of the client window, or as a desktop alert (toast pop-up). For more information, see Supervisor Client Memos.

Click Save.