Alerts and Triggers

Configures Standard Triggers (pre-defined alert types such as Emergency Call) and Realtime Triggers (fully custom, threshold-based alerts) delivered by desktop notification or email

Alerts and Triggers defines who is notified, and how, when a specific event or metric threshold occurs in CCaaS. Two trigger types are available: Standard Triggers, a fixed set of pre-defined alert types, and Realtime Triggers, fully custom alerts built around any reportable metric.

Accessing Alerts and Triggers

Navigate to Admin (System) > Alerts and Triggers
Standard Triggers and Realtime Triggers are listed as expandable menus

Standard Triggers

Standard Triggers are a fixed set of pre-defined alert types. Currently, Emergency Call is the only Standard Trigger available — see Emergency Call Notifications for its full delivery configuration, including recipient email addresses and CCAC desktop notifications.

Creating a Realtime Trigger

Select Realtime Triggers to expand the menu
Select the ellipsis next to Create New
Complete the following fields in the Realtime Trigger window:

Field	Description
Name	Identifies the trigger within this menu; does not appear in the alert itself
Value	The metric the trigger watches — Count, Duration, a small set of other built-in values, or a custom formula
Trigger Threshold	The value the metric must cross before the alert fires (for example, greater than nine calls in queue)
Desktop Users	The CCAC users who receive the desktop alert
Desktop Message	The message text shown to those users when the alert fires
Desktop Alert Level	`Normal`, `Warning`, or `Emergency` — controls the alert's visual severity
Email Addresses	Recipients notified by email when the alert fires, comma-separated; recipients do not need to be an agent or logged into CCAC
Email Subject	The subject line of the alert email
Email Body	The body text of the alert email

Select OK, then Save

Updated about 7 hours ago