Creating Alerts in Qvasa

Qvasa’s alerts help you proactively monitor key metrics, ensuring you’re notified as soon as predefined conditions are met. This guide will walk you through the steps to create a new alert condition and provide best practices and common use cases to help you get started.

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How to Create a New Alert Condition

Follow these steps to configure an alert condition tailored to your needs:

1. Navigate to the Alerts Section

• Go to your Qvasa dashboard and click on the "Threshold Alerting" tab.
• Click the button.

2. Name Your Alert

• Enter a descriptive name in the Condition name field.
  Tip: Use clear, concise names to identify the alert’s purpose easily. eg "More than 100 tickets created in the last hour"

3. Set the Metric Type

Choose the Metric Type that aligns with what you want to monitor:

• Demand: Triggers alerts based on newly created tickets.
• Outstanding: Tracks the count of tickets in a specific status (e.g., New, Open).
• Wait Time: Monitors tickets in a state beyond a defined wait time.
• Grouped Outstanding: Groups tickets by a static attribute and applies thresholds to each group individually. eg using a custom field like "High Value Customers". Set a threshold of 5 tickets to notify your team when these customers have unresolved tickets.
• Organization Outstanding: Tracks ticket volumes per organization with additional configuration options.

4. Set Query Window

Define how often the alert evaluates data:

• Options include hourly, every 30 minutes, every 20 minutes, and every 10 minutes.

5. Define Filters

Use filters to narrow down the scope of tickets the alert applies to:

• Static Attributes: Include or exclude tickets based on fields like Priority, Custom Fields, or Customer Type.
• Ticket Status: Specify statuses like New, Pending, or Unclosed.
• AI Responses: Use qualitative question responses to filter tickets by AI-generated tags like "Login Issues" or "Product Problems."

6. Configure Thresholds

• Fixed Threshold: Define a specific ticket count that will trigger the alert.
  Example: Alert if there are more than 500 tickets created in an hour.
• Percentage Threshold (for Demand and Outstanding): Compare ticket metrics against historical data.
• Weeks Back: Define this parameter to set the baseline for calculating the historical average.
  Example: Trigger if current ticket creation exceeds the historical average by 25% over the last 4 weeks.
• Wait Time Threshold (For Wait Time alerts): Specify the maximum time tickets can remain in a state.
  Example: Alert if 10 or more tickets remain in "New" status for more than 20 minutes.

7. Choose Active Days and Hours

Determine when the alert should be active:

• Select the days of the week (e.g., Monday–Friday).
• Specify start and end hours (e.g., 9 AM–5 PM) for monitoring conditions.

8. Add Grouping Options (if applicable)

For grouped alerts:

• Select a static attribute (e.g., Customer Type or Priority) to group tickets.
• Apply thresholds individually to each group.

9. Preview Your Alert

Use the preview feature to validate the alert configuration:

• Check how the alert behaves based on the selected thresholds, filters, and time parameters.
• The preview will show you historical data - selecting "Tue" will show you the data from the last Tuesday.

10. Save and Configure Notifications

• Click "Create Alert Condition" or "Create".
• After saving, configure notification preferences:
  • Email Notifications: Notify specific users or email lists.
  • Slack Alerts: Send alerts directly to designated Slack channels.
  • SMS Notifications: Enable notifications for verified phone numbers.

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Best Practices for Creating Alerts

1. Use Descriptive Names: Clearly describe what the alert monitors for easy identification.
2. Combine Filters Thoughtfully: Avoid over-filtering to ensure you capture all relevant notifications.
3. Leverage AI Responses: Incorporate AI-generated insights like contact reasons to create actionable alerts.
4. Test Your Alert: Use the preview feature to confirm the alert’s accuracy before activating it.

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Common Use Cases

Here’s how you can leverage Qvasa’s alert system to monitor critical support metrics:

Monitor Sudden Influxes of Support Tickets

Use Case: Detect ticket spikes that could overwhelm your team.
Example:

• Set a Demand Alert with a threshold of 500 tickets per hour to capture sudden floods, such as after a product launch or system outage.

Track Unanswered Tickets in the Queue

Use Case: Ensure new tickets are addressed promptly.
Example:

• Create an Outstanding Alert scoped to tickets in the "New" status. Set a threshold to trigger when unanswered tickets begin to accumulate.

Identify Early Queue Health Issues

Use Case: Detect bottlenecks before they impact customer satisfaction.
Example:

• Configure a Wait Time Alert with a threshold of 10 tickets and a 20-minute wait time for tickets in "New" status. Use this as an early signal to add agents.

Prioritize High-Value Customers

Use Case: Ensure critical accounts receive priority support.
Example:

• Set a Grouped Outstanding Alert using a custom field like "High Value Customers". Set a threshold of 5 tickets to notify your team when these customers have unresolved issues.

Spot Early Signs of Customer Churn

Use Case: Monitor organizations with high ticket volumes as a signal of dissatisfaction.
Example:

• Configure an Organization Outstanding Alert with a threshold of 10 tickets per organization. Use this to address potential churn risks proactively.

By following these steps and best practices, you can set up robust alerts in Qvasa, ensuring your team stays responsive and aligned with operational goals.