Symptom / Need

You want to receive automatic notifications based on certain events or metrics related to agent performance.

Context / Scenarios

The Agents tab of the Dashboard in wolkvox Manager allows you to set up alerts to monitor indicators such as ACW time, talk time, and service levels.

Answer (Solution/Recommendation)

1. Enter wolkvox Manager and select the Dashboard section .
2. Click the Agents tab .
3. Right-click any space in the results table.
4. Select the Alerts option .
5. In the pop-up window, check the Turn on notifications box .
6. Configure alerts based on the available options:
   • ACW greater than or equal to : Notifies if the time in After Call Work exceeds a specified value.
   • Talk Time greater than or equal to : Sends an alert if the talk time exceeds the defined limit.
   • Service Level 10 Sec greater than or equal to : Notifies if the 10-second service level falls below the specified percentage.
   • Service Level 20 Sec less than or equal to and Service Level 30 Sec less than or equal to : Notifies when service levels at these thresholds are below defined limits.
7. Select notification method:
   • Email : Receive alerts to your registered email.
   • SMS : Receive alerts as text messages.
   • Windows : Displays alerts in the operating system.
8. Click Save to apply the changes.

This functionality allows you to react quickly to critical events, improving operational efficiency and quality management.