Setting up alerts for call queue analytics
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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
- Sign in to the Zoom web portal.
- In the navigation menu, click Phone System Management then Call Queues.
- Click the name of the call queue you want to edit.
- Scroll down to the Alerts Notifications section.
- 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.
- Monitor KPIs: Click Set then add the KPI you would like to be notified about.
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