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  1. Admin (System) — Administration
  2. Alerts and Triggers

Real-Time Triggers

Realtime Triggers send an email or CCAC desktop alert when a realtime metric crosses a threshold, checked about every 5 seconds on a configurable schedule.

Realtime Triggers watch a realtime metric and alert the right people the moment it crosses a threshold — for example, more than one call waiting in queue. Each trigger is checked about every 5 seconds during its active days and times, and can repeat its alert while the threshold stays crossed. See Alerts and Triggers for how alerts are delivered.

Accessing Realtime Triggers

Realtime Triggers are accessible to accounts with Admin permissions.

  1. Navigate to Admin (System) > Alerts and Triggers
  2. All realtime triggers are listed on the Realtime Triggers tab with their Name, Metric, Threshold, and Schedule

The pencil icon on a row edits that trigger and the trash icon deletes it. Times use the server time zone shown on the tab — for example, America/Denver.

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Triggers Created in Desktop Client

Realtime Triggers created in the Desktop Client keep running unchanged and are labeled Desktop client under their metric. Their metric can be replaced with one from the current metric picker; their name, threshold, recipients, and schedule can be edited as usual.

Creating a Realtime Trigger

  1. Select the Realtime Triggers tab
  2. Select Add Realtime Trigger
  3. Complete the following fields in the New Realtime Trigger window:
FieldDescription
NameIdentifies the trigger in the list. Must be unique
MetricThe realtime metric the trigger watches. Select Define to choose it
ThresholdA Comparison and the value the metric must cross before the alert fires. Percent values are compared to the nearest 0.1%
  1. Complete the Desktop alert fields, the Email fields, or both — see Notification Fields
  2. Set the trigger's Schedule
  3. Select Save

Notification Fields

Desktop Alert

FieldDescription
Desktop alert recipientsThe users who receive a desktop alert in CCAC. Select the pencil icon to choose recipients
Desktop messageThe text shown in the desktop alert
Alert levelThe desktop alert's severity: Normal, Warning, or Emergency — see Alert Level. Defaults to Normal

Email

FieldDescription
Email recipientsThe addresses notified by email. Recipients do not need to be agents
Email subjectThe subject line of the alert email
Email messageThe body of the alert email, with bold, italic, underline, bulleted and numbered lists, and links
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Desktop Alerts Require CCAC

Desktop alerts appear only for users signed in to the agent client (CCAC) when the alert fires.

Schedule

FieldDescription
Active daysThe days of the week the trigger is checked. Every day is selected by default
Active timeThe time of day the trigger is checked. All day is selected by default; clearing it sets a time range in the server time zone
Repeat intervalHow often the alert repeats, in hours, minutes, and seconds, while the threshold is still crossed. Set to 0 to alert once each time the threshold is crossed

Updated about 8 hours ago