Campaign alert rule types

The following alert rule templates are currently available in Campaign scope:

Actual Statistics vs. Goal

An alert is sent when a selected actual statistic deviates from the goal by a certain percentage.

The rule has a sentence-like structure as described here:

If Actual <statistic>, <operation> Goal by more than <amount> <[% Difference | Percentage Points]> over <number1> <time_units1> for Queues: <queues> <[combined | individually]> Send alerts no more than <number2> <time_units2>

Where:

Rule item	Description
<statistic>	Is the statistic you want to compare. Choices are: Service Level Average Speed to Answer
<operation>	Is the mathematical operation you want to use. Choices are: Deviates from Is Greater Than Is Less Than
<amount>	Is a number you specify, the quantity of the following units of comparison.
<[% Difference \| Percentage Points]>	Is the unit of comparison. Choose one of % Difference or Percentage Points.
<number1>	Is the number of the time units in the next row.
<time_units1>	Is the time period over which the comparison is to be made.
<queues>	Is the queues you have selected using the drop-down menu. Only those queues associated with the selected campaign are shown.
<[combined \| individually]>	Determines if the rule applies to the combination of all the selected queues (combined), or to each queue individually (individually). The default is combined.
<number2>	Is the number of the time units in the next row.
<time_units2>	Is the time unit at which alerts are to be sent. Choices are: Minutes Hours Days

An example of such an alert is:

Under campaign: Promotion 1 Campaign

For Queues: QUEUE2,

The statistic Service Level (SL)

has actual value 65 which is less than the predefined service goal value 70 by 5 percentage points

in the last 30 minutes.

Actual Statistics vs. Forecast

An alert is sent when a selected actual statistic deviates from the forecast by a certain percentage.

The rule has a sentence-like structure as described here:

If Actual <statistic>, <operation> Forecasted by more than <amount> <[% Difference | Percentage Points]> over <number1> <time_units1> for Queues: <queues> <[combined | individually]> Send alerts no more than <number2> <time_units2>

Where:

Rule item	Description
<statistic>	Is the statistic you want to compare. Choices are: Abandons Average Handling Time Average Speed to Answer Backlog Contact Volume Occupancy Staffing (Bodies) Staffing (FTEs) Service Level If your license includes Outbound-Media, you also can choose the following statistics: Connects Dials Right Party Connects Right Party Connect AHT
<operation>	Is the mathematical operation you want to use. Choices are: Deviates from Is Greater Than Is Less Than
<amount>	Is a number you specify, the quantity of the following units of comparison.
<[% Difference \| Percentage Points]>	Is the unit of comparison. Choose one of % Difference or Percentage Points.
<number1>	Is the number of the time units in the next row.
<time_units1>	Is the time period over which the comparison is to be made. Choices are: Minutes Hours Days
<queues>	Is the queues you have selected using the drop-down menu. Only those queues associated with the selected campaign are shown.
<[combined \| individually]>	Determines if the rule applies to the combination of all the selected queues (combined), or to each queue individually (individually). The default is combined.
<number2>	Is the number of the time units in the next row.
<time_units2>	Is the time unit at which alerts are to be sent. Choices are: Minutes Hours Days

An example of such an alert is:

Under campaign: Pulsar Campaign

With media: Phone

For Queues:

The statistic Average Handling Time (AHT)

has actual value 147 which deviates from the predefined forecast value 88 by more than 1 percentage

in the last 30 minutes.

Actual Statistics Out of Range

An alert is sent when a selected actual statistic deviates from a range defined in the alert rule.

The rule has a sentence-like structure as described here:

If Actual statistic, <[Is Between | Is Not Between]> <number1> and <number2> Percentage Points over <number3> <time_units1> for Queues: queues <[combined | individually]> Send alerts no more than <number4> <time_units2>

Where:

Rule item	Description
<statistic>	Is the statistic you want to compare. Choices are: Abandons Average Handling Time Average Speed to Answer Backlog Contact Volume Full-Time Equivalents Occupancy Service Level Staffing Volume Handled If your license includes Outbound-Media, you also can choose the following statistics: Connect Rate Connects Dials RPC (Right Party Connects) RPC Average Handling Time
<[Is Between \| Is Not Between]>	Is the mathematical operation you want to use. Choose one of: Is Between Is Not Between
<number1>	Is the bottom end of the value range you are specifying.
<number2>	Is the top end of the value range you are specifying.
<number3>	Is the number of the time units in the next row.
<time_units1>	Is the time period over which the comparison is to be made. Choices are: Minutes Hours Days
<queues>	Is the queues you have selected using the drop-down menu. Only those queues associated with the selected campaign are shown.
<[combined \| individually]>	Determines if the rule applies to the combination of all the selected queues (combined), or to each queue individually (individually). The default is combined.
<number4>	Is the number of the time units in the next row.
<time_units2>	Is the time unit at which alerts are to be sent. Choices are: Minutes Hours Days

The rules described earlier allow you to define deviation alerts for the following actual statistics: Abandons, Average Handling Time, Average Speed To Answer, Backlog, Contact Volume, Full-Time Equivalents, Occupancy, Service Level, and Staffing.

An example of such an alert is:

Under campaign: Arcturus

For Queues: Q4Staffing - phone,

The statistic Staffing

has actual value 5 bodies which is not between the predefined value range from 1 to 2

in the last 30 minutes.