Overview
Admin Alerts notify administrators when agent activities or queued interactions exceed configured time thresholds. These browser-based notifications can help administrators identify extended Busy states, After Call Work, unanswered queue calls, long hold times, and delayed chat interactions.
This article explains how to enable Admin Alerts, configure the available alert thresholds, and understand how the alert interval affects notification timing.
Who Is This Guide For?
- Administrators
- Authorized sub-users with the required permission level
Prerequisites
- Administrator access to the platform.
- Configuration of Admin Alert settings is available to users with the appropriate administrator permissions.
- Sub-users must be assigned the correct permission level to view or modify these settings.
- Browser notifications must be enabled for the platform website.
- The browser must remain open and signed in to receive alerts.
Admin Alert configuration settings may not be visible to sub-users who do not have the required permission level. Contact a primary administrator if access must be updated.
Enable Browser Notifications
Admin Alerts are delivered through browser notifications. Before configuring alert thresholds, confirm that notifications are permitted for the platform website.
- Open the platform in a supported browser.
- Select the browser's site information or permissions icon beside the address bar.
- Locate the Notifications permission.
- Set notifications to Allow.
- Refresh the browser page if prompted.
When configured correctly, a small pop will appear when an Alert is set.
If browser notifications are blocked, Admin Alerts may be configured correctly but will not appear on the administrator's device.
Configure the Activity Alerts Interval
The Activity Alerts Interval determines how frequently the system checks and updates active alert conditions.
- Sign in as an administrator or an authorized sub-user with the required permission level.
- Navigate to Admin > Settings > Admin Settings.
- Locate Activity Alerts Interval.
- Enable the setting by adding a value. Intervals is measured in seconds.
- Enter the desired interval in seconds.
- Save the changes.
A minimum interval of 15 seconds is recommended.
Enable Admin Alert Thresholds
These settings are available to administrators and authorized sub-users with the appropriate permission level. If the settings are not displayed, verify the user's assigned permissions.
- Navigate to Admin > Settings > Admin Settings.
- Open the Miscellaneous section.
- Locate the Admin Alert threshold settings.
- Enter a threshold value for each alert that should be enabled.
- Save the changes.
Alert threshold values are measured in seconds. A value of -1 indicates that the notification is enabled. The recommended minimum threshold is 15 seconds.
Available Alert Settings
| Setting | Description |
|---|---|
| Busy Threshold (secs) | The amount of time an agent can remain in the Busy state before an administrator receives an alert. |
| ACW Threshold (secs) | The amount of time an agent can remain in the After Call Work state before an administrator receives an alert. |
| Queue Threshold in sec | The amount of time a call can remain unanswered in a Skill queue before an administrator receives an alert. |
| Busy Threshold for Chat | The amount of time an agent can remain in the Busy state for a chat interaction before an administrator receives an alert. |
| Hold Threshold for Calls | The amount of time a caller can remain on hold before an administrator receives an alert. |
Example Scenario
In this example, the following settings are configured:
- Activity Alerts Interval: 15 seconds
- Busy Threshold: 30 seconds
- Agent A receives and answers a call from a Skill queue.
- The agent enters the Busy state while handling the call.
- After the agent has remained Busy for 30 seconds, the administrator receives the first browser notification.
- The administrator continues to receive notifications while the agent remains in the Busy state, typically every few seconds.
- The elapsed time displayed in the notification updates according to the 15-second Activity Alerts Interval.
The threshold determines when the first alert is triggered. The Activity Alerts Interval determines how frequently the active condition and displayed duration are refreshed.
Verify Admin Alerts
After saving the settings, test an enabled alert to confirm that notifications appear as expected.
- Keep the administrator or authorized sub-user account signed in and the browser open.
- Place a test agent into a monitored state, such as Busy.
- Allow the agent to remain in that state longer than the configured threshold.
- Confirm that a browser notification appears.
- Confirm that the displayed duration updates based on the configured Activity Alerts Interval.
Troubleshooting
Admin Alert Settings Are Not Visible
- Confirm that the user is signed in with an administrator account.
- If the user is a sub-user, confirm that the account has the required permission level.
- Contact a primary administrator to review or update the sub-user's permissions.
- Sign out and sign back in after permission changes are applied.
Alerts Do Not Appear
- Confirm that browser notifications are set to Allow.
- Confirm that the administrator or authorized sub-user is signed in to the correct account and domain.
- Confirm that Activity Alerts Interval is enabled and has a valid value.
- Confirm that the applicable alert threshold is enabled and saved.
- Confirm that the monitored condition lasted longer than the configured threshold.
- Check the operating system's notification settings and focus or do-not-disturb modes.
Notification Time Does Not Update Immediately
This is expected behavior. The duration shown in an active notification updates according to the configured Activity Alerts Interval, not continuously.
Frequently Asked Questions
Who can configure Admin Alerts?
Admin Alert settings are available to administrators. Sub-users may also configure the settings when they have been assigned the required permission level.
Why can a sub-user not see the Admin Alert settings?
The sub-user may not have the required permission level. A primary administrator must review and update the sub-user's permissions.
What does the Activity Alerts Interval control?
It controls how frequently the system checks active alert conditions and refreshes the elapsed time displayed in notifications.
Are threshold values entered in minutes or seconds?
Threshold values are entered in seconds.
Why am I not receiving browser notifications?
Confirm that notifications are allowed in both the browser and operating system. Also verify that the administrator remains signed in and that the applicable alert settings have been saved.
When is the first alert displayed?
The first alert is displayed after the monitored activity exceeds its configured threshold (Example: If Busy Threshold is set to 30 seconds, the first notification will appear after 30 seconds).