03/22/19 21:06 PM  

Pulse - Create New Alert | 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 steps to a create a new Pulse Alert
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Pulse - Create New Alert


Prerequisites

To create a new Alert, Pulse has to be enabled on your account. You should must be authorized to https://pulse.ringcentral.com. You must be authorized to Contact Center in Pulse.

 NOTE: Alerts that you create for configuration changes are not shared with other users.


New Alert Configuration

To create a new Alert:

1. Click the Create Alert button.

2. Choose the Alert Type.

When you select the new Alert type you are guided to the Alert configuration wizard where you have to specify the Alert properties: 

1. At “What to Monitor” you should specify conditions that trigger an Alert notification when Contact Center data meet them. Each condition line describes a condition for a specific data element. Condition lines are united by the AND operation. You may specify several values in the value field. Values specified in the same line are united by the OR operation.

2. At the “What To Show” tab you should specify context information; i.e., which data elements must be included into the Alert message to provide you with additional information on what has happened. 

3. At the “How Often” tab you should specify the frequency of Contact Center data validation in the Alert Interval field and the retrospective interval in the Monitor Interval field (for historical Alerts). 
Report Interval has two options: for last and since. When you select “since” option your performance metrics will be aggregated daily since the time you specify in the edit box.
 
An example: The supervisor created 2 historical alerts: one alert is configured to report every hour on abandoned calls for the last one hour and another alert is configured to report on the cumulative total number of abandoned calls since 8:00 am of the current day. For example, there were 2 abandoned calls between 8 am and 9 am and 3 abandoned calls between 9 am and 10 am. The alert based on “for the last one hour “ will report at 9 am that there were 2 abandoned calls and at 10 am that there were 3 abandoned calls. The alert based on “since 8 am” option will report that there were 2 abandoned calls at 9 am and 5 abandoned calls at 10 am.
 
You may select one of three algorithms in the “Notification Frequency” section that would define the frequency of your informing on Alert execution in RingCentral App (Glip).

By default, if alert conditions are met Pulse sends alerts notifications 24 hours / 7 days a week. You can pause sending notifications when you are not on duty. You may use “Alert Schedule” section on “How often” tab of configuration wizard to select “Hours of Operation in your Contact Center” that will be applied to your alert. Alert notification is not sent if conditions are met out of specified daily intervals. Hours of operations are applied according to selected time zone. If there is no desired “Hours of operations” intervals you should request you contact center administrator to create additional “Hours of operations” profile at RC Contact Center Central https://ringcentral.incontact.com


4. At the “Where To Send” tab you get the list of Glip teams that you are a member of. It is recommended to configure required teams in Glip in advance. You should check off the teams to which an Alert will be sent. The Pulse bot will be automatically added into the selected group. 

5. At the “Save & Preview” tab you specify a descriptive Alert name and may see an Alert notification preview. The Alert notification preview is not based on the real Contact Center data and is provided so that you can examine the Alert structure and appearance to be sure it meets your expectations. If you save an Alert and activate it, Pulse will start Contact Center data monitoring immediately. Otherwise you may save an Alert without activation and activate it later from the main page of Pulse.

There are several examples of Alert configuration:

● How to monitor Agents states using the “Agents Snapshot Alert”
● How to monitor the skill Service Level using Pulse Alerts
● How to detect with Contact Alert if the contact stays too long in a specific state
 

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

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