Set an alert

Get told when quality or latency drifts, without being told forty times a day.

Use this when you want to hear about a slow agent at nine in the morning, and not from a client at five in the afternoon.

The Alerts screen: the queue of alerts that opened on the left, and on the right each rule with its mode, the measure it watches, its limit and the period it watches over.

The steps

Open Overview in the left rail. Alerts sits indented under it. Open Alerts.
The right half of that screen is Alert rules: every rule this workspace has, and a count of how many are live.
On a rule, set its mode. Off measures nothing and sends nothing. Silent runs the rule, counts how often it would have fired, and sends nothing. Live runs it and tells whoever it is routed to.
Set the Condition: the measure, a comparator, a number, and a period of 1 h, 24 h, 7 d or 30 d. A line under the row reads the condition back to you in plain words.
Press Save rule. Discard throws the edit away.
Leave a new condition on Silent for a few days. The card then says how many times it would have fired in the last 7 days, which is the cheapest way to find out whether your number is too tight.
Open Setup, then Where alerts go. Pick Email, Slack or Webhook, paste the address or the URL, and press Add.
Open Setup, then What fires an alert. Detection timings is where you set how long a reply may take before the plain checks call it slow, per channel. Press Save timings.

What to do with what you find

Noise is what kills an alert, and the control for noise is Silent, not a limit you guess at. Watch the would-have-fired count first, then go live.

When an alert opens, say what is happening to it on the Alerts screen. The five answers are New, Mine, Waiting on engineering, Fixed - watching, and Not a problem. Fixed - watching re-reads the same scope in seven days, and tells whoever holds it if it crosses again.

Not a problem needs a reason, and it counts as a dismissal against the rule. Once a rule has dismissed enough alerts, its card asks you whether the rule needs changing, and your answer is kept with the rule.

Delivery repeats on the rule's own cooldown, five minutes unless the rule says otherwise, for up to ten sends. Then it stops, and the alert stays open on the queue.

Note: Two things this screen cannot do. There is no form that writes a new rule, so the rules you can tune are the ones this workspace already has. And the Notify via chips on a rule card do not save: which destinations get an alert comes from Setup, and the card says so above them.