Setting custom alerts

With custom alerts, you can be notified if some metrics in your reports are fulfilling specific conditions over a period, requiring attention.

Here are the metrics a custom alert can be set for:

• Number of inbound calls
• Number of answered calls
• % of answered calls

For example, you can set a custom alert to be informed that you got more than 100 inbound calls on a tracking number over a day. Or if you have less than 50% of answered calls. As you need to be notified quickly of such events, in order to be reactive and adjust internal organization to deliver high quality phone service.

How to add a new custom alert

To add a new custom alert in your account, first get to Reports tab.

In the sidebar on the left, click on Custom Alerts down in Customization section.

To add a new custom alert, click on the Add New button at the top right.

In the displayed form, in General Parameters section you can name your alert, define its status (Active / Inactive), select the period of measure and the tracking number for this alert.

In the section Alert conditions, you can select the metric to track for this alert, and define the condition and value that will generate an alert if the selected metric reaches this value.

Finally, in Alert Notifications section, you can define if you wish to be notified by email when an alert occurred. If yes, type in the email addresses to notify.

Click on Create to finalize your alert and save your changes.

An example of custom alert

Let’s take an example account, where an alert is to be activated if the percentage of answered calls from the company’s website is reduced by more than 50% within a one-month period.

Here is how the alert will be set once added:

If during the previous month, the condition of the alert has been reached, you will be notified by email on the day following the alert’s activation.