Setting up alerts for call queue analytics

Account owners and admins can set up email alert notifications for call queue real-time analytics to monitor specific KPIs by specifying thresholds. For example, you could set up alerts so that you're notified when the Service Level KPI goes below 10%.

For the call queue historical dashboard, you can subscribe to emails in the dashboard view.

Prerequisites for setting up email alerts for call queue real-time analytics

• All prerequisites for managing call queues real-time analytics
• Privileges to manage call queues

How to set up email alerts for call queue real-time analytics

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Call Queues.
3. Click the name of the call queue you want to edit.
4. Scroll down to the Alerts Notifications section.
5. Specify the following information:
   • Monitor KPIs: Click Set then add the KPI you would like to be notified about.
     • Select the Threshold Time. 
     • Enter a value in Warning and Critical on when to be notified. 
     • Click Save.
     • (Optional) Click Edit to change a KPI or edit its thresholds. 
       • Click the toggle to enable or disable a specific KPI to monitor.
       • Click Add to specify additional KPIs to monitor.
   • Daily Monitoring Hours: Select the hours each day that you want to be notified. Select 24 Hours if you want to be notified 24 hours a day.
   • Frequency: Select the frequency of email or chat alerts. For example, selecting 15 minutes mean you will get an alert every 15 minutes if the specified KPIs meet the thresholds.
   • Email Recipients: Click Set or Add to add email addresses to receive the alerts.
     Notes:
     • You can only add 10 email addresses for your recipients.
     • Make sure to check your spam folder if you cannot find those emails in your inbox.
   • Zoom Chat: Click Set or Add to add up to 3 Zoom Chat channels to receive alert notifications. This feature requires an incoming webhook app from the Zoom Marketplace to be installed and configured.