Article #: 16

How To: configure Alerts and Triggers for real time events

Similar questions: using Alerts and Triggers, configure Alerts and Triggers

Purpose: To learn how to configure Alerts and Triggers for Realtime events

Steps

To do this, you will need to be an administrator of the software and sign in to the admin UI.

1. Log in to the Xima CCaaS Admin portal.
2. Along the left-hand side in the navigation pane, select Admin (System) > Alerts and Triggers
3. Click Realtime Triggers and the option will expand. Click on the ellipsis tool next to the metric called Create New.
4. A new window called “Realtime Trigger” will appear. Fill in the metrics provided
   • Name: This is the name of the Realtime Trigger, though it is not how it will display in the alert itself
     • This is how we title the alerts in this UI so we encourage you to be descriptive in what the alert is so that as you build more of these alerts, you’ll know which is which when editing and deleting
   • Value: This determines what kind of alert this Realtime Trigger will be
     • When you click the ellipsis tool, you’ll see we have several options to choose from based on Count, Duration, and a few miscellaneous values, and even an option to build a formula of what to look for
   • Trigger Threshold: This determines what your threshold is before an alert is sent
     • For example, you could put the threshold at greater than nine calls in the queue
   • Desktop Users: This value determines who receives this Realtime Trigger and how they receive it
   • Desktop Message: This allows you to write the message you would like everyone to see when the Realtime Trigger does pop up
   • Desktop Alert Level: This determines what level of importance an alert will be
     • You can choose between Normal, Warning, and Emergency
   • Email Addresses: Here is where you can enter the email addresses of people who you would like to be notified by the alert, even if they are not an agent, logged into CCAC, or out of the office that day
     • To add more than one email address, separate the emails with a comma
   • Email Subject: This is where you can enter the text of what you would like the email subject to say
   • Email Body: This is where you can enter the text of what you would like the email body to say
5. Once you have filled out all the metrics, click OK, and then click Save when you are done