TABLE OF CONTENTS
- What are alerts?
- What is Alert Centre?
- Quick Guide: How to set up an alert
- Detailed Walkthrough: How to set up alerts
- How to edit or delete alerts
- Tracking and monitoring
Alert Centre (within the admin console) houses both the Issues and Alerts pages. Once set up, alerts trigger issues when their criteria are met, and these are tracked in the Issues page.
Active issues will track how many times an alert was triggered whilst the issue remained unresolved. When an issue has been investigated and addressed, it can be marked as resolved. If the alert is triggered again in future, a new issue is created.
Example Issue triggered by an Alert
Step 1 - Permissions: Users need ‘Alerts Admin’ to create, modify and delete alerts. Please ensure that the appropriate permissions have been assigned.
Step 2 - Go to the Alert Center (accessible via the Admin console). Alerts are created and updated in the Alerts page within Alert Centre
Step 3: Link your alert to dataset(s). Alerts are linked to a primary dataset (to determine label filters available) and then any number of additional datasets that you have access to within the tenant
Step 4: Select your alert type. Current alert types are for volume changes, or changes to average quality of service scores
Step 5: Select your filters. All the usual filters can be applied to determine which verbatims are in consideration for each alert
Example of an Alert being set up
There are 2 types of alerts available: alerts linked to email volumes and alerts linked to average quality of service scores.
- Volume based alerts focus on communications volume monitoring. For example, number of exceptions or errors, or any instance of a specific high-risk event
- QoS based alerts focus on service quality monitoring. For example, changes in the QoS score for our high-risk or high-value customers
To create an alert, click on the 'New alert' button in the Alerts page.
Alert details + matched verbatims example
For each alert, you need to specify:
- Relevant project
- Relevant dataset
- Alert name
- Applicable filters: these are the same filters available in Explore or Reports (e.g. label filters or user property filters). If no filters are applied, the alert will be triggered on the entire dataset
Alert configuration window
Now you can define the alert's conditions.
Our Alerts functionality enables you to customise individual alert's conditions based on your business needs and objectives.
Firstly, you can choose between the volume based or QoS based alerts:
Secondly, you can indicate your desired level of increase or decrease; and specify the exact value / percentage:
Thirdly, you can select your preferred time period:
Finally, you can define your ideal comparison benchmark:
Please note: Each alert allows you to preview the issues it would trigger. This is particularly helpful when defining the specific conditions of the alert to ensure we are not creating an overly sensitive alert, or one that will never be triggered.
Example: Quality of Service (QoS) alert
Our objective is to create an alert that gets triggered each time the average QoS score drops by 0.3 within a single day, compared to the long running average.
- Select QoS alert in the dropdown list
- Select ‘has a decrease of more than’ in the dropdown list
- Type in ‘0.3’ in the free text field
- Select ‘1 day’ in the dropdown list
- Select ‘long running average’ in the dropdown list
- Click on 'Preview alert' button
- Click on 'Create alerts' button
Alert's conditions example
This particular alert would have triggered one issue in this period; and the issue is still ongoing.
Preview Issues window
All existing alerts can be edited or deleted, by clicking on the pencil or bin icon next to its name.
Edit Alert window