Alerts enable to watch for measures that cross certain thresholds. You can setup alerts for KPIs that go over a certain threshold such as handling time or abandonment rates. Or you can setup alerts for measures that go below a certain threshold such as customer satisfaction or sales performance.

You can create alerts for yourself and you will receive notifications to your login email. It is not possible to create alerts sent to other Ytica users.

Create Alert

To create or update an alert follow these steps:

  • Press KPIs in the top bar.
  • Press the dashboard name where the measure is in the left navigation menu.
  • Move mouse over the measure you want to create alert on. A small bell icon appears in the top right corner. On touch devices you do not have to hover the mouse as bell icons are visible by default.
  • Press the bell icon in the top right corner of the measure.
  • Choose above or below from the menu in the popup depending whether you want to receive alerts when the measure goes over a threshold or below the threshold.
  • Type the your threshold in the field behind the menu.
  • Press Set alert in the bottom right corner of the popup.
  • Congratulations. From now on you will receive alerts when the measure crosses your chosen threshold.

Each user can have one alert per one measure on the dashboard. To create more alerts in the same measure with different filters you have to have the measure multiple times on the dashboard or have it on multiple dashboards.

When creating alerts the measure is calculated with the current filters set on top of the dashboard. You can use this to narrow alert only to a team or agent of your interest or to a time period of your choice. Or use any other attributes to filter for conversations you want to focus on.

For duration-based measures fill the thresholds for alerts in seconds. Few examples:

  • For 1:00 fill in 60 seconds
  • For 1:30 fill in 90 seconds
  • For 2:00 fill in 120 seconds
  • For 3:00 fill in 180 seconds

You can use an online conversion tool to convert duration into seconds with convenience.

Delete Alert

To delete an alert you have setup for yourself:

  • Press KPIs in the top bar.
  • Press the dashboard name where the measure is in the left navigation menu.
  • Move mouse over the measure you want to create alert on. A small bell icon appears in the top right corner. On touch devices you do not have to hover the mouse as bell icons are visible by default.
  • Press the bell icon in the top right corner of the measure.
  • Press Delete in the popup
  • Congratulations. From now on you will not receive alerts on this KPI.

When you delete a KPI from a dashboard all alerts associated with it will be deleted for all users who set up an alert for the KPI. Make sure nobody from your colleagues rely on the alert any more.

Example Alerts

Here are a few examples of alerts you can use:

  • Abandoned Conversations % crosses 5% meaning that customers fail to reach you and you might need to have more agents to handle the customers so they will not give up reaching you.
  • Average Queue Time crosses 60 seconds meaning that you have not enough agents handling the customers and subsequently you may see increased Abandonment Conversations %.
  • Average Handling Time is a few seconds higher than your standard meaning there might be a new root cause that slows down you agents like knowledge gaps in anew product offering, unexpected issues your customers are facing and your agents have no information about etc.
  • Maximum Wrap Up Time crosses a few minutes threshold meaning there might be an issue with your agent desktop applications or conversations with customers lead to unusual outcomes that require complex wrap up work.

The above are just an examples. Feel free to set how many alerts you want on whatever metric you want.

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