(Update with the copy of version: 8.5.1DRAFT)
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= Viewing Alerts=
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= Working with the Alerts Pane=
  
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You can view alerts in the map or in the '''Alerts''' window.
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You can view alerts, and summary information about each alert, in the '''Alerts''' pane.
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==In the Map==
 
  
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Many of the ways in which you can view alerts in the dashboard map are common to both CCAdv and WA (see [[AlertsMap|Common Map Views and Functionality]]). However, there are some differences. To change or customize the views that are specific to the map you are using, see the following topics:
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Threshold violation alerts are business alerts that occur when violations, based on metric threshold rules, persist for a configured amount of time. In other words, a metric value that violates a threshold must remain above or below the threshold for a set amount of time (for example, 15 minutes) before the violation creates an alert. Threshold violation alerts display in both Contact Center Advisor (CCAdv) and Workforce Advisor (WA).
  
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* [[CCAdvMap|Contact Center Advisor Map]]
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Manual alerts are created by an administrator and can be either business alerts or technical alerts. Manual alerts display in both CCAdv and WA.
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* [[WAMap|Workforce Advisor Map]]
 
  
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==In the Alerts Window==
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Unlike metric threshold violation alerts, the manual alerts display immediately. 
  
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In the '''Alerts''' window, views and functionality are common to both CCAdv and WA. The '''Alerts''' window launches as a separate pop-up window over the dashboard (CCAdv or WA) when you click the '''View Alerts''' button on the map.
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==Alerts Pane==
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In the '''Alerts''' pane, views and functionality are common to both CCAdv and WA.  
  
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{{NoteFormat|If the XML files containing alerts are unavailable or connection to the server is lost, an error message appears when you open the '''Alerts''' window.}}
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The '''Alerts''' pane organizes alerts information in a standard format, and has filter and search mechanisms to help you to find the information you need about alerts quickly. It lists alerts of all kinds.  
  
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The '''Alerts''' window organizes alerts information in a standard format, and has filter and search mechanisms to help you to find the information you need about alerts quickly. It lists alerts of all kinds.  
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* On the CCAdv dashboard, the '''Alerts''' pane displays threshold violation alerts for application metrics and manual alerts.  
  
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*When opened from the CCAdv dashboard, it displays threshold violation alerts for application metrics, peripheral offline alerts, and manual alerts.  
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* On the WA dashboard, the '''Alerts''' pane displays threshold violation alerts for contact groups and manual alerts. See also [[AlertsAtts|Alerts Pane Attributes]].
  
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*When opened from the WA dashboard, it displays threshold violation alerts for contact groups and manual alerts. See also [[AlertsAtts|Alerts Window Attributes]].
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To navigate the '''Alerts''' pane views and change the display of data, see the following topics:
  
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To navigate the '''Alerts''' window views and change the display of data, see the following topics:
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* [[ScrollResize|Viewing Alerts]]
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* [[ScrollResize|Scrolling and Resizing Views]]
 
 
* [[SearchFilter|Searching and Filtering Alerts]]
 
* [[SearchFilter|Searching and Filtering Alerts]]
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* [[ToolTips|Displaying ToolTips]]
 
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* [[ChangeView|Changing the Contact Center View]]
 
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* [[ActMgmtRpt|Launching the Action Management Report]]
 
  
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{{NoteFormat|The same thresholds are applied to the values of a metric no matter its time profile. However, the alerts in the '''Alerts''' window apply only to threshold violations for Point-in-time metric values and values in the '''Short''' time profile group (not for the '''Medium''' and '''Long''' time profile groups). However, if a Point-in-time or Short metric is put in the Long profile group, it is still used in the threshold rule.}}
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{{NoteFormat|The same thresholds are applied to the values of a metric no matter its time profile. However, the alerts in the '''Alerts''' pane are created only by violations on values of the metric in the '''Short''' time profile group, not the '''Medium''' or '''Long''' time profile group.}}
  
 
[[Category:V:PMA:DRAFT]]
 
[[Category:V:PMA:DRAFT]]

Version du octobre 3, 2017 à 17:59

Working with the Alerts Pane

You can view alerts, and summary information about each alert, in the Alerts pane.

Threshold violation alerts are business alerts that occur when violations, based on metric threshold rules, persist for a configured amount of time. In other words, a metric value that violates a threshold must remain above or below the threshold for a set amount of time (for example, 15 minutes) before the violation creates an alert. Threshold violation alerts display in both Contact Center Advisor (CCAdv) and Workforce Advisor (WA).

Manual alerts are created by an administrator and can be either business alerts or technical alerts. Manual alerts display in both CCAdv and WA.

Unlike metric threshold violation alerts, the manual alerts display immediately.

Alerts Pane

In the Alerts pane, views and functionality are common to both CCAdv and WA.

The Alerts pane organizes alerts information in a standard format, and has filter and search mechanisms to help you to find the information you need about alerts quickly. It lists alerts of all kinds.

  • On the CCAdv dashboard, the Alerts pane displays threshold violation alerts for application metrics and manual alerts.
  • On the WA dashboard, the Alerts pane displays threshold violation alerts for contact groups and manual alerts. See also Alerts Pane Attributes.

To navigate the Alerts pane views and change the display of data, see the following topics:

Important
The same thresholds are applied to the values of a metric no matter its time profile. However, the alerts in the Alerts pane are created only by violations on values of the metric in the Short time profile group, not the Medium or Long time profile group.
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