Alerts and Triggers notifies the right people when something needs attention — an emergency call is placed, a queue grows past a threshold, or a daily report value falls outside its expected range. Each trigger defines what is watched and who is alerted, by email, by a desktop alert in CCAC, or both. Alerts and Triggers previously lived in the Desktop Client's Admin Client and is now configured directly in the CCaaS web portal.

---

Accessing Alerts and Triggers

Alerts and Triggers is accessible to accounts with Admin permissions.

1. Navigate to Admin (System) > Alerts and Triggers
2. The Alerts and Triggers modal opens with three tabs: Standard Triggers, Realtime Triggers, and Custom Daily Triggers

---

Standard Triggers

Built-in alerts for emergency calls and agent license shortages. Only the recipients are configured; a trigger with no recipients sends nothing.

---

Realtime Triggers

Custom alerts that check a realtime metric about every 5 seconds and fire when it crosses a threshold, on a configurable schedule.

---

Custom Daily Triggers

Custom alerts that check one report value once a day and fire when it crosses a threshold.

---

Alert Delivery

Every trigger alerts by email, by a desktop alert in CCAC, or both. Changes take effect as soon as they are saved.

Times on the Realtime Triggers and Custom Daily Triggers tabs use the server time zone shown on each tab — for example, America/Denver.

Alert Level

Realtime and Custom Daily Triggers set the severity of their desktop alert with Alert level.