Set up KPI monitoring and alerts

Have a KPI tell you when something changes, instead of remembering to open a report. Three kinds of alert, set up from CDR-View.

Have a KPI tell you when something changes, instead of remembering to open a report. Three kinds of alert, set up from CDR-View.

Where alerts live

Go to Analytics and open CDR-View 2.1. Select the KPI you want to watch, hover over it, and choose the Monitor icon. The pop-up then asks which of the three kinds of alert you want.

If you do not see Analytics at all, the account is missing the right to see it. Ask us to enable analytics access for that user.

Regular KPI updates

A scheduled alert: the figure arrives hourly, daily, weekly or monthly whether or not anything has changed.

1. Select Regular KPI updates, then Next.
2. Give the alert a name. This is optional, but an inbox full of unnamed alerts is hard to sort out later.
3. Under Send every, choose hourly, daily, weekly or monthly.
4. Add a message for the recipients if the number needs context.
5. You are already a recipient. Add colleagues by typing their names.
6. Select Create alert.

When a KPI crosses a limit

This one only fires when something is actually wrong, which is usually the more useful kind.

1. Select KPI crosses a set limit, then Next.
2. Choose the condition: greater than, greater than or equal to, less than, less than or equal to, equal to, or not equal to.
3. Enter the threshold value.
4. The interval at which the condition is checked is shown under the condition. Select Change if it does not suit.
5. Add a message and any extra recipients, then select Create alert.

When one attribute crosses a limit

The same idea, narrowed to particular values of an attribute such as a region, a team or a product group. Useful when the total looks healthy but one part of it is not.

1. Select Values of an attribute crosses a set limit, then Next.
2. Choose the attribute, and tick the values you care about.
3. Set the condition and the threshold value as above.
4. Add a message and any extra recipients, then select Create alert.

Set thresholds people believe

An alert that fires every afternoon becomes background noise within a week, and then a real problem passes unnoticed. Set the threshold at the point where somebody would genuinely change what they are doing. If nobody would act on it, make it a scheduled update instead.

See also

• Use Cloud Analytics
• Which analytics tool do I need
• Wallboard: show live call group status