Rules are conditions that continuously monitor statistics. Alerts help to focus your attention on the most important issues affecting performance. Rules also count events throughout an interval of time, which allows them to trigger alerts based on the frequency of events.
Rules evaluate and trigger on agent metrics, but not on team metrics.
The frequency of an alert is a leading indicator of good or bad trends. It is good practice to learn to make use of alerts to quickly focus on problem areas.
For example, an agent might have more than ten agent calls transferred in the past ten minutes. If a rule is triggered based on this high frequency of transferred calls, an alert is generated.
Types of Thresholds and Rules
The five types of thresholds and rules are:
|Threshold||Based on a count||Change text red or yellow|
|Threshold||Based on an average or maximum time value||Change text red or yellow|
|Threshold||Based on the duration of an agent’s state||Change text red or yellow|
|Rule||Based on the frequency of calls held or calls transferred||Issue a red alert|
|Rule||Based on the frequency of (long or short) call durations or wrap times||Issue a red alert|
Agent Alert Indicators