What are customised alerts?
Alerts allow you to get quickly notified when certain events or outcomes are triggered in the platform. For example, you may wish to be notified whenever an evaluation for anyone in your team falls below a threshold you set, or when negative feedback is given to a specific user or group. If the criteria for your event is met, you will receive an in-app notification.
Who can create alerts?
By default, users with any non-agent role will be able to set-up their very own customised alerts, but you can remove this permission from any role via the Roles & Permissions section of the site.
Setting up an alert is easy. Head on over to your Admin app and in the Settings group, you'll find the My Alerts option.
When you click through to this page, you'll see your current list of active alerts. The table will give you some basic information about the alert, including its name, its creator, the number of recipients and the number of times that the alert has been triggered. If you click on the alert recipients, it will open a modal that will show you which recipients are connected to the alert.
To create a new alert, click on the Create new alert button.
On the Create new alert page, you'll first be asked to provide a name for the alert and select an event type. At present, there are six available options:
- Evaluation score: Alerts of this type will ask you to set an evaluation score number, and will trigger if an evaluation falls below your selected score
- Evaluation fail: It will trigger if an evaluation fails
- Feedback outcome: It will trigger if a quality or general feedback matches the selected outcome(s)
- Line item auto-fail: It will trigger if any evaluation is published and automatically fails due to an auto-fail line item.
- Evaluation complete: It will trigger when an evaluation is published.
- Agent viewed evaluation: It will trigger when selected agent(s) view their evaluation for the first time.
In the following example, I'm going to create an Alert which will be activated whenever the agent - Abida Joyce, receives negative feedback.
Firstly, I have named my event Abida Joyce negative feedback so it's clear what the alert does if I need to refer to it later. I will then select the Feedback outcome option from the event type list.
Once I've selected an event type, I have to then choose the feedback outcome. For the Feedback outcome event, this is a list of your labels for quality and general feedbacks.
At the bottom of this article, I'll demonstrate some other event filters as they do change depending on the event type that you have selected.
I've selected the two negative feedback outcomes here.
Once I've selected those, I'm then asked to select the users who will receive this notifications from this alert.
The selection list is combination of non-agent users on your system and non-agent user roles. In the above example, I've selected two entities - role Administrator and user Graeme Tait. That means that all users holding the role Administrator and the user Graeme Tait will receive this alert should it activate. If Graeme Tait is already an Administrator, he will only receive one notification.
After selecting users, I can now apply additional filters to my alert. This is where you have the opportunity to fine tune these alerts and narrow down the criteria for what should cause it to activate.
These additional filters vary depending on your event, but in the example we are using in this demo, Feedback outcome, the additional filters that we can apply to this alert are to add feedback recipients and comment authors.
In this example, I want the alert to activate when user Abida Joyce receives negative feedback, so I have selected Abida Joyce from the comment recipients dropdown. As with notification recipients that we selected in the previous step, multiple users (or user groups) can be selected here. My alert is not concerned with which user creates the comment, so I have not selected any comment authors from the list, but you can also select multiple authors from this list.
My alert is ready, so I click on the Create alert button and my alert is now set up!
You'll be taken back to the main Alerts page and we can see that our new alert has not yet triggered, but there are 16 users who will receive an alert notification.
We can click on the number 16 here to confirm the recipients:
As it's tied to the Administrator role, users who have this role removed will no longer receive the alert, and users who are subsequently made administrators will begin receiving this alert.
With the alert set-up, you can now expect to receive a notification anytime that your user, in this example Abida Joyce, is given some negative feedback. I'll demonstrate this process below by creating some feedback for Abida:
I send this feedback to Abida, and in the background, our system will check that it matches the criteria you've set up:
✅ It's a piece of feedback
✅ It's a negative piece of feedback
✅ It's for Abida Joyce
If any of these conditions are not met, then a notification would not be fired, but in this example, your alert criteria is a complete match, and we instantly receive a notification saying that our alert has been triggered:
If we head back to our alerts table, we can see that this alert was triggered once:
If I log in as another user holding the role Administrator, Will Bennison, we see the notification present for him too:
Appendix: Other event filters
This article has demonstrated the fantastic flexibility that alerts have. We created a Feedback outcome event which involved us filtering on feedback labels, but that label filter is only applicable for this specific type of event. What other filter options are available? This short mini-guide will take you through the options:
For an evaluation score event, you will be asked to pick a number between 0 and 100. Any evaluation published after the alert is create and that score below your selected amount will pass this first requirement. Selected numbers less than 0 or greater than 100 will be invalid and you won't be able to continue the process.
Agent Viewed Evaluation
For an agent viewed evaluation event, you'll select a list of agents or agent groups. In this example, I've selected Team Orange and Abigale Hyde. That means that if users from Team Orange or the user Abigale Hyde views their evaluation (for the first time), then the alert will pass its first requirement. If the user has already viewed the evaluation, the alert will not be triggered.
Evaluation Fail, Evaluation Complete & Line Item Auto-Fail
The remaining three events not yet covered in this article do not ask you to initially filter on something specific. All three would respectively trigger upon the publication of an evaluation. It is possible to set these up to trigger for every single, for example, completed evaluation, but that would cause you to receive a lot of notifications. The power with these comes from the additional filters where, as discussed in the article, you can fine-tune your alert.