Manage threshold alert rules

Important: This feature is currently in Limited Availability.

Existing Threshold Alert rules in the Tenant Management portal are migrated to Alert Rules in Desktop. Organizations with a Threshold Alert configured until July 30 can use Alert Rules in Desktop; all others receive access when the feature becomes generally available.

External administrators and users with unlicensed administrator profiles no longer have access to Alert Rules. Licensed administrators and supervisors retain access when they are assigned the required permission.

Threshold alert rules help supervisors and licensed administrators respond when Webex Contact Center operational metrics cross configured thresholds.

To navigate to the Alert Rules page:

Log in to the Supervisor Desktop.
Navigate to Configure > Alert rules.

Alert rule access and resource collections

Alert Rules uses user-profile permissions together with resource collections. These controls affect rule visibility and rule creation differently.

User profile permission levels

Edit: Supervisors and licensed administrators can use Alert rules when the feature is enabled for their organization and their user profile has Edit access. They can create, edit, activate, deactivate, duplicate, and delete rules.
No access: Users cannot open or manage Alert Rules. Any access value other than Edit is treated as No access in the Supervisor Desktop.

Unlicensed administrators cannot use Alert rules

Tenant-wide rule visibility

A supervisor or licensed administrator with Edit access can see tenant-wide rules, including rules created by other users and rules associated with resources outside the user's resource collection. A resource outside the user's resource collection is displayed as Restricted value.

Resource-scoped rule creation

Resource collections restrict which entry points, queues, sites, and teams a user can select when creating a rule or changing its target resource. When a user creates a rule or changes its target resource, the resource selector shows only entry points, queues, sites, and teams that the user can access through their resource collection.

If an existing rule references an inaccessible resource:

The rule remains visible.
Supervisor Desktop does not display the raw resource identifier. Instead, it displays Restricted value.
The user cannot edit, duplicate, activate or de-activate a rule that contains restricted values.

Create a threshold alert rule

Create a threshold alert rule to receive an email when a selected operational metric crosses a configured threshold.

Before you begin

Alert Rules must be enabled for your organization.
Your user profile must have Edit access to Threshold Rules.
The target resource must be available in your resource collection.

1	Log in to Supervisor Desktop.
2	Navigate to Configure > Alert rules.
3	Click +Create alert.
4	Enter a unique name for the alert and an optional description.
5	Choose the required Resource type (the type of operational resource that is to be monitored by the rule). This includes Queue, Team, Site, and Entry Point. Based on the resource type, configure the following: Resource: Choose a target resource which you want to monitor. Resource collections restrict selectable resources. Metric: Choose the required metrics depending on the selected resource type. The selected metric must be compatible with the selected resource type. Unsupported metric data types are excluded from the selectable metric catalog. The metric and resource-type identity cannot be changed after rule creation. Operator: Select an operator: equal to, greater than, less than, greater than or equal to, or less than or equal to. Threshold: Enter a threshold value. The accepted value and unit depend on whether the metric uses a count, duration, or percentage: Count: Enter a whole-number threshold allowed by the metric. Duration: Enter a positive duration in the unit defined by the metric catalog. Percentage: Enter a value from 0 through 100 when zero is allowed, or greater than 0 through 100 when zero is not allowed. Trigger interval: Enter the threshold interval. This is the time interval between repeated notifications for the same threshold alert rule. After an alert is triggered, the system waits for the configured interval before sending another alert for that rule. The trigger interval must be at least 120 seconds.
6	Check the Email option and enter the email address of the recipient.
7	Review the rule, and then select Save alert.

The rule appears in the Alert Rules list. When the metric meets the configured condition, the service evaluates the trigger interval and sends the configured email notification.

Edit a threshold alert rule

Edit an existing threshold alert rule to change its condition, trigger interval, or target resource.

Before you begin

Your user profile must have Edit access to Threshold Rules.

1	In the Supervisor Desktop, navigate to Configure > Alert Rules.
2	Find the rule that you want to edit. In the Actions column, click View.
3	In the View Alert page, click the Edit button. You can update the following values, if needed: Target resource Threshold value and operator Trigger interval or email notification settings You cannot change the resource type identity and metric after the rule is created. A resource selector contains only resources available through your resource collection. If rule details cannot be loaded, the editor remains read-only.
4	Review the changes and click Save alert.