Setting up customised alerts

Introduction

Alerts allow you to get quickly notified when certain events or outcomes are triggered in the platform. For example, you may wish to be notified whenever an evaluation for anyone in your team falls below a threshold you set, or when negative feedback is given to a specific user or group. If the criteria for your event is met, you will receive an in-app notification.

By default, users with any non-agent role will be able to set-up their very own customised alerts, but you can remove this permission from any role via the Roles & Permissions section of the site.

To set up customised alerts:

1. Go to SETTINGS 
2. Click Manage my alerts

To create a new alert, click on the Create new alert button.

On the Create new alert page, you'll first be asked to provide a name for the alert and select an event type. At present, there are six available options:

1. Evaluation score: Alerts of this type will ask you to set an evaluation score number, and will trigger if an evaluation falls below your selected score
2. Evaluation fail: It will trigger if an evaluation fails
3. Feedback outcome: It will trigger if a quality or general feedback matches the selected outcome(s)
4. Line item auto-fail: It will trigger if any evaluation is published and automatically fails due to an auto-fail line item.
5. Evaluation complete: It will trigger when an evaluation is published.
6. Agent viewed evaluation: It will trigger when selected agent(s) view their evaluation for the first time.

Appendix: Other event filters

This article has demonstrated the fantastic flexibility that alerts have. We created a Feedback outcome event which involved us filtering on feedback labels, but that label filter is only applicable for this specific type of event. What other filter options are available? This short mini-guide will take you through the options:

(1) Evaluation Score: For an evaluation score event, you will be asked to pick a number between 0 and 100. Any evaluation published after the alert is create and that score below your selected amount will pass this first requirement. Selected numbers less than 0 or greater than 100 will be invalid and you won't be able to continue the process.

(2) Agent Viewed Evaluation: For an agent viewed evaluation event, you'll select a list of agents or agent groups. 

(3) Evaluation Fail, Evaluation Complete & Line Item Auto-Fail

The remaining three events not yet covered in this article do not ask you to initially filter on something specific. All three would respectively trigger upon the publication of an evaluation. It is possible to set these up to trigger for every single, for example, completed evaluation, but that would cause you to receive a lot of notifications. The power with these comes from the additional filters where, as discussed in the article, you can fine-tune your alert.