Setting up alerts for Zoom Virtual Agent

Requirements for setting up alerts for Zoom Virtual Agent

• Account owner or admin privileges; or relevant role/privilege
• Zoom Virtual Agent license

How to set up alerts for Zoom Virtual Agent

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Management then Alerts & Notifications.
3. Click the Virtual Agent tab.
4. Click Add Alert.
5. Enter an internal only display name to help identify the alert.
6. Configure the following alert settings, then click Save.

Rule section

• Module: Select the specific module for which you want to set the alert. This allows for the monitoring of specific areas within the bot's operation to identify potential issues or unexpected behaviors. Modules may include:
  • Bot Flow: Ensures that users are correctly guided through the conversation paths without disruptions or failures.
  • Bot: Tracks the overall health and performance of the bot itself, detecting any functionality issues or service interruptions.
  • Intent: Ensures that the bot is properly understanding and responding to user queries.
  • Ticket: Ensures smooth transitions from bot interactions to human support and that tickets are generated and handled correctly.
  • Knowledge Base: Monitors syncing issues, content updates, and accuracy of information in the knowledge base.
  • Integration: Ensures that external integrations, APIs, and third-party services are working properly, maintaining stable connections and data flow between systems.
• Metrics: Select the metric that you want to be alerted about. The options include:
  • Bot Flow
    • Self-Service Rate: Notify when the percentage of engagements successfully resolved by the bot drops below x%, indicating a need for optimization.
    • Widget Failure: Notify when widget failure increases by x instances, suggesting a possible technical issue with the bot interface.
  • Bot
    • Usage: Notify when there is a significant increase or decrease in bot usage, exceeding x% within an hour.
    • Self-Service Rate: Notify when there is an hourly fluctuation exceeding x% in the bot’s self-service rate, signaling performance inconsistencies.
  • Intent
    • Self-Service Rate: Notify when the rate of intent-related self-service resolutions drops below x%, indicating a potential issue with intent accuracy.
    • Matched Queries: Notify when matched queries (user queries that align with an intent) fluctuate by more than x% hourly, indicating changes in query patterns.
    • Unpublished intent model: Notify when the number of unpublished intent models exceeds x within one day, suggesting incomplete updates or delays.
    • Untrained intent model: Notify when more than x intent models remain untrained for a full day, possibly affecting bot performance.
    • Suggested intent: Notify when the number of suggested new intents exceeds x within one day, indicating an increase in unresolved queries or bot misinterpretations.
  • Ticket
    • Failed tickets: Notify when the number of failed ticket submission exceeds x, highlighting issues with ticket details or integration that require immediate attention.
  • Knowledge Base
    • Self-Service Rate: Notify when there’s an hourly fluctuation in self-service rate exceeding 25%, indicating potential issues with the knowledge base or its availability.
    • Sync failure: Notify when syncing knowledge base articles, which may cause outdated or missing information.
    • Training failure: Notify when the knowledge base fails to train properly, impacting response accuracy.
  • Integration
    • Unexpected disconnection: Notify when an integration with third-party services disconnects unexpectedly, potentially disrupting workflows.
• Rule: Define the rule based on the selected metrics. You can configure the rule to trigger alerts for these conditions:
  • Spike or Drop: This rule triggers an alert when the metric spikes or drops significantly within a given timeframe (e.g., hourly, daily).
  • Threshold: This rule triggers when a metric exceeds a defined threshold value. For example, you can set a threshold for response time, engagement volume, or failure rate.

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.

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.