Symptom / Need

As a supervisor or administrator, I need to be proactively notified about critical events in my operation, such as agents exceeding timeouts in specific statuses (ACW, Talk), or when the service level of my call campaigns falls below expected thresholds. I require these notifications to reach me through various channels (within Manager, email, SMS) so I can react promptly and maintain service quality.

Context / Scenarios

The Wolkvox Manager alert system is an essential tool for real-time monitoring and proactive management of operations. It is designed to constantly monitor performance and alert you to deviations or situations requiring immediate attention. It works through a cron job that runs every minute, evaluating critical metrics and sending notifications based on user settings.

This system is particularly useful in the following scenarios:

• Agent Productivity Monitoring: Quickly identify agents who spend too much time in non-productive states like ACW (After Call Work) or AUX (Auxiliary), or who have excessively long conversations (Talk Time).
• Service Level Management: Receive alerts when call service levels (S10, S20, S30) fall below target percentages, indicating potential sizing or performance issues.
• Immediate Reaction: Allowing supervisors to act quickly in situations that could negatively impact customer experience or operational efficiency.
• Custom Notifications: Each user with access to the Dashboard can configure their own alerts, choosing the thresholds and notification channels that best suit their needs.

Notification Channels and Behavior:

The system uses three main notification channels:

• Manager (Notifications within Wolkvox Manager): Replaces the old "Windows" notifications (operating system pop-ups). Alerts are displayed directly within the Wolkvox Manager application to people logged in with the same user who configured the alert.
• Email: Emails are sent to the addresses registered in the user data settings. There is a minimum interval of 15 minutes between alerts of the same type to avoid overload.
• SMS: Reserved for critical alerts. Text messages are sent to phone numbers saved in the user's data settings, with a minimum interval of 30 minutes between messages of the same type of alert.

Each alert type is color-coded for quick identification (red for critical, yellow for warnings, green for resolutions) and is managed independently to avoid notification overload.

Answer (Solution / Recommendation)

To set up your custom alerts in Wolkvox Manager, follow these steps:

1. Access the Wolkvox Manager Dashboard:
   1. Log in to Wolkvox Manager.
   2. In the left side menu, select the "Dashboard" button.
2. Navigate to the "Agents" Tab:
   1. Within the Dashboard, click on the "Agents" tab.
   2. Then, select the "Day Agents" subtab.
3. Open the Alert Configuration Window:
   1. Right-click on any empty space in the results table within the "Day Agents" tab.
   2. In the context menu that appears, select the "Alerts" option.
4. Set up your alerts:
   1. In the "Alerts" pop-up window, make sure to check the "Enable notifications" box to enable the alert system for your user.
   2. Select Notification Channels:
      1. Check " Email " to receive email alerts.
      2. Check " SMS " to receive text message alerts (reserved for critical alerts).
      3. Select " Manager " to receive notifications directly within the Wolkvox Manager application.
   3. Configure Alert Thresholds:
      1. ACW (After Call Work) greater than or equal to: Check this box and enter the time in seconds (e.g. 300 for 5 minutes) if you want to be notified when an agent remains in ACW state for longer than that amount of time.
      2. Talk Time greater than or equal to: Check this box and enter the time in seconds if you want to receive an alert when an agent exceeds the defined talk time.
      3. Service Level 10 sec. less than or equal to: Check this box and enter a percentage (e.g., 80) if you want to be notified when the service level (calls answered in 10 seconds) falls below the specified value.
      4. Service Level 20 sec. less than or equal to: Check this box and enter the percentage if you want to receive alerts when the service level (calls answered within 20 seconds) falls below the defined limit.
      5. Service Level 30 sec. less than or equal to: Check this box and enter the percentage if you want to receive alerts when the service level (calls answered within 30 seconds) falls below the defined limit.
      6. AUX (Auxiliary) greater than or equal to: Set to receive notifications if an agent remains in an auxiliary state for longer than the specified time (in seconds). Auxiliary states are customizable states created by the operation administrator, such as "Bathroom," "Breakfast," or "Break." This option allows you to monitor the time agents spend in these custom states, ensuring they don't exceed the allowed time and maintaining productivity.
   4. Save Changes:
      1. Once you've configured all your alerts and selected your desired notification channels, click the "Save" button to apply your changes.

Important Note: Remember that the alerts you configure are personal to your Wolkvox Manager user. If other supervisors or users need to receive the same alerts, they must configure them individually in their respective profiles.