Create alerts from thresholds in CX Analitics Dashboard

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Hi,

I created a dashboard to monitor in real time the calls that are waiting in a queue (voice). I configured two thresholds to see a Warning and a Critical message to be informed about this situation. The next step should be to be able to send this alerts to a chat channel. Has anyone else faced a similar situation? How did you handle it?

thanks¡

Chris Holt

Community Champion | Customer

Hey Jose, you can do this from CC then Notifications. To setup Chat as one of the delivery destinations you will need some details from the Chat channel itself, which you can do so from within the chat channel & copy these across to ZCC.

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J

JoseMMGAuthor

Partner

Hi Chris,

I found it¡

From the dashboard, using the KPI widget, I configured several thresholds and there is an option to create an alarm from there. These alarms are created automatically in the Notifications menu. Once the alarm is created created, the configuration need some aditional info to be finished.

thank you for you help¡¡

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Chris Holt

Community Champion | Customer

Take a look at this video from a few months ago as well. This brings more notifications into Email / Zoom App / Chat. Some customers love the alerts, some get overwhelmed by them!

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