Setting up alerts for contact center analytics

Contact center admins can enable notifications to warn them of queue metrics approaching or reaching unacceptable levels. You can set metric threshold triggers and receive emails or Zoom Chat notifications when thresholds are exceeded.

For historical reports, you can subscribe to email alerts that give a summary of historical metrics.

Note: For information on metrics included in alerts, see the Zoom Contact Center metrics glossary.

This article covers:

Prerequisites for setting up alerts for Zoom Contact Center analytics


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

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Queues.
  3. Click the display name of the queue you want to set up alerts for.
  4. Next to Alert, click one of these options:
    • Add Alert: Add a new alert for the queue.
    • Edit: Edit an existing alert.
    • Delete: Delete an existing alert.
  5. Change the following alert settings, then click Save.

Rule section

Notification section

Active Status section