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.
The frequency of notification depends on the 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 notification on Skill average handle time calculated since the beginning of the current working day. If the supervisor wants to get a regular report on Skill average handle time since 8 am he may create Skill alert based on historical data, select Average Handle Time
data element at What To Show
tab, specify Alert Interval=1 hour
, Report Interval=since 8am
and Notification Frequency=Notify me every time the alert conditions on the skill are met.
Alert will be triggered every hour to accumulate Average Handle Time since 8a m and the message will be sent to a supervisor.
● “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.
For example, a supervisor wants to get a notification when there are more than 5 contacts waiting in the queue. He creates Skills snapshot alert where he specifies that alert is triggered when Currently Queued Contacts Count exceeded 5 contacts, he specifies Alert Interval=1min and Notification Frequency=“Notify me every time the Alert on the <object> is met for the first time”. For example, Pulse detected that at 10 am there were 6 contacts in the queue and it sends an alert notification to a supervisor. In 1 minute at 10:01 am Pulse checks the queue again and detects that there are 7 contacts in the queue. Pulse doesn’t send the message since it warned already the supervisor on this performance drop. So the supervisor avoids multiple repetitive messages on the same situation.
● “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.
As an example, we will review the same alert that we described above but we will select “Notify me when the metrics for the <object> gets degraded” option. When Pulse detects further metric degradation at 10:01 am (Currently Queued Contacts Count=7 at 10:01 am vs. Currently Queued Contacts Count=6 at 10:00 am) Pulse will send another alert notification to warn a supervisor that the situation worsened.
● The “Send notification when performance is restored
” option is available for all three algorithms described above. You will get a notification if performance is restored after the drop. This option is not recommended if your Alert is based on metrics values which are wobbling.
As an example, we will review the case described above. If “Send notification when performance is restored” option is checked off and Pulse detects that Currently Queued Contacts Count doesn’t exceed 5 any more Pulse will send one notification that performance restored. For example at 10:02 am Pulse detected that Currently Queued Contacts Count is 4 and sends the notification that performance is restored.
To view other Pulse topics, go to Pulse - Overview | RingCentral Contact Center