Setting up alerts for contact center analytics in zoom

Administrators of contact centers can enable notifications so they will receive an alert in the event that queue metrics approach or reach unacceptable levels. You can set metric threshold triggers that will alert you when metric thresholds are exceeded. Within Zoom Chat, you will be notified when these thresholds are exceeded.

You can subscribe to an email alert service that provides you with historical metrics in the form of a summary, as well as historical reports.

This article covers:

• How to set up or edit alerts for Zoom Contact Center analytics

  • Rule section

  • Notification section

  • Active Status section

Prerequisites for setting up alerts for Zoom Contact Center analytics

• Account owner, admin, or supervisor role; or relevant privilege
  

  Note: Supervisors are only able to set up alerts for queues in which they are members, and not any other queues. 

• Pro, Business, or Education account

• Zoom Contact Center license

How to set up or edit alerts for Zoom Contact Center analytics

1. Zoom’s web portal can be accessed by logging in.

2. Click Contact Center Management in the navigation bar and then click Queues in the submenu.

3. You can set up alerts for any queue that is displayed in the window that appears after clicking the display name.

4. When you click on Alert, you will be able to choose from these options:

   • Add Alert: The queue can now be updated with new alerts.

   • Edit: Adding a new alert to an existing one.

   • Delete: The alert that you want to delete will be deleted.

5. Click on the Save button after making the necessary changes to the alert settings.

Rule section

• Alert Name: Please enter a name that will be used for internal display only to assist in identifying the alert.

• Rule: If you are interested in being notified about a particular metric, please select it from the list. To determine when you are going to be notified, enter a value in the Warning and Critical fields.

Notification section

• Frequency: You can choose whether to receive email alerts or chat alerts on a regular basis. As an example, if you select 15 minutes, then you will get an alert every 15 minutes if the metric that you selected meets the thresholds you specified.

• Time Frame: Indicate when the alerts will be sent out.

• Email Recipients: Once you have clicked Add Email, you will be able to add up to 10 email addresses to receive the alerts. To remove an existing email address from receiving email alerts, click the cross mark icon at the top of the email.
  Note: If you are unable to find those emails in your inbox, you might want to check your spam folder.

• Zoom Chat: If you wish to receive alert notifications, you can add up to 3 Zoom Chat channels by clicking Add Channel. Installing and configuring an incoming webhook app from the Zoom Marketplace is required in order for this feature to work.

Active Status section

• Active: To enable or disable the alert, simply click the toggle button. When an alert is disabled, the Zoom web portal will retain its settings, but you will no longer receive the email or chat notifications.

All content and images credit goes to https://support.zoom.us