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.

Requirements for setting up alerts for Zoom Contact Center analytics

• Pro, Business, or Education account
• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license

Notes:

• Supervisors can only set up alerts for queues they're a member of.

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

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit queue settings.
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

• Alert Name: Enter an internal only display name to help identify the alert.
• Rule: Select metric you would like to be notified about. Enter a value in Warning and Critical to determine when to be notified.
• Source: This is available only for voice, video, and messaging queues. Select the messaging source, such as chat, SMS, Facebook or WhatsApp.

Notification section

• Frequency: Select the frequency of email or chat alerts. For example, selecting 15 minutes mean you will get an alert every 15 minutes if the specified metrics meet the thresholds.
• Time Frame: Specify when the alerts are sent.
• Email Recipients: Click Add Email to add up to 10 email addresses to receive the alerts. Click the cross mark icon to remove an existing email from receiving email alerts.
  Note: Make sure to check your spam folder if you cannot find those emails in your inbox.
• Zoom Chat Channels: Click Add Channel to add up to 3 Zoom Chat channels to receive alert notifications. This feature requires an incoming webhook app from the Zoom Marketplace to be installed and configured.

Active Status section

• Active: Click the toggle to enable or disable the alert. Disable the alert to retain its settings in the Zoom web portal but disable the email or chat alert.

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