By setting an alert, alerts can be sent to MiiTel Call Center administrators when specific conditions are met. In addition, you can display visual highlights (yellow or red) for the following items.

• Real-time Monitor Circuit list

• Real-time Monitor User list

• Summary

• Seat map

Configurable alert conditions

• Help sign: An alert appears when a user triggers a help sign.
• CPH: If the number of calls per hour falls below the specified number during the time the user is logged in to MiiTel Phone, an attention alert or warning alert appears.
• Elapsed time Available: If the user's MiiTel Phone status remains Waiting for longer than the specified time, an attention alert or warning alert appears.
• Elapsed time Away: If the user's MiiTel Phone status remains Away for longer than the specified time, an attention alert or warning alert appears. (Custom Away status is also included.)
• Elapsed time Network error: If the user's MiiTel Phone status remains Network error for longer than the specified time, an attention alert or warning alert appears.
• Elapsed time On call: If the user's MiiTel Phone status remains On call for longer than the specified time, an attention alert or warning alert appears.
• Elapsed time On hold: If the user's MiiTel Phone status remains On hold for longer than the specified time, an attention alert or warning alert appears.
• Elapsed time Outgoing calls only: If the user's MiiTel Phone status remains Outgoing calls only for longer than the specified time, an attention alert or warning alert appears.
• Elapsed time Post-call: If the user's MiiTel Phone status remains Post call for longer than the specified time, an attention alert or warning alert appears.
• In queue (circuit list): If the number of waiting calls reaches or exceeds the specified number, an attention alert or warning alert appears.
• In queue (summary): If the number of waiting calls reaches or exceeds the specified number, an attention alert or warning alert appears.
• Maximum waiting time: If the waiting time for calls in the queue exceeds the specified time, an attention alert or a warning alert appears.
• Connection rate: If the connection rate falls below the specified value, an attention alert or a warning alert appears.
• Response rate: If the percentage of incoming calls answered by the user falls below the specified value, an attention alert or warning alert appears.
• Repeat call rate: If the percentage of cases where incoming calls are received two or more times from the same phone number reaches or exceeds the specified value, an attention alert or warning alert appears.

Set up alerts

1. Access MiiTel Phone Analytics.
2. Click MiiTel Call Center in the upper-right of the screen.
3. Click the Settings tab.
4. Click Display rules > Alert.

1. Click Edit on the right side of the item you want to edit.
2. To display alerts in yellow, check Attention. To display alerts in red, check Warning. Then enter the threshold value for the condition.

1. Select the sound to use for the alert sound.
2. Specify the number of times to play, or select Play in loop. (Click Play to play a sample of the selected sound.)
3. Click Save.

Check alerts

You can check for alerts by looking at the icons displayed in the upper-right of the MiiTel Call Center screen. If the icons do not appear, check whether you have MiiTel Call Center administrator privileges.

: No alerts

: There is a user who is sending a Help sign

: There is a value that exceeded or fell below the threshold set for Attention

: There is a value that exceeded or fell below the threshold set for Warning

You can also click the icon to view the Alert list. Clicking an alert message opens the target user's detail screen. (There are no links in alert messages for the Circuit list and summary.)

Turn alert sounds on or off