To enable Supervisors and Admins to better monitor and improve their Contact Center operations, we've rolled out the ability to get alerted on certain Agent behavior within Genius.

To start we have enabled Alerts on:

Call Drops

When a call drops in Genius, if the Agent is connected through the Genius webphone we can usually detect why the call has dropped and provide you with that information.

To turn on this Alert:

1. Go to Alerts
2. See the Call Drop Alert in the Alert Rules table - make sure that it is Enabled

3. Click on the Call Drop Alert Rule
4. Here you can change the Name of the rule, and set up how you would like to be notified of the rule
   1. Genius Console - you will always be alerted via the Alerts icon in the top panel of Genius when these Alerts are enabled
   2. Email - Please enter the email addresses of any Admins or Supervisors you would like to be alerted when a call drop is detected. This includes all call drops across all Agents.
   3. Slack - Instead of sending these Alerts directly to a person, you can instead send to a Slack channel such as your team's Slack channel to allow the whole team to be notified of detected issues
   4. Microsoft Teams - Instead of sending these Alerts directly to a person, you can instead send to a Microsoft Teams channel such as your team's Slack channel to allow the whole team to be notified of detected issues
   5. Webhook - Instead of sending these Alerts directly to a person, you can instead send to the external system of your choice via a webhook.
5. Once you have set up the proper people to get alerted, save the Alert Rule

6. Next, go to the Logs screen
7. This is where you can view all Alerts including any detected Call Drops. You will be able to see specific errors under the Criteria column.
   1. For more information on specific Call Drop errors, see this article
   2. Call Drops will always show as the Resolved status since the call has already been lost
   3. Triggered On shows you when we detected the Call Drop
   4. Affected Segment shows you who the impacted Agent is that was on the call when it was dropped

Microphone Issues

When your Agents run into issues with their audio devices, such as issues with their microphones, we can detect this and alert both the Supervisor (via Alerts) and the Agents (directly in their webphone). These errors most frequently occur when there are permissions issues or issues with gaining control of the microphone such as when it is connected to multiple devices.

To turn on this Alert:

1. Go to Alerts
2. See the Microphone Issue Alert in the Alert Rules table - make sure that it is Enabled

3. Click on the Microphone Issue Alert Rule
4. Here you can change the Name of the rule, and set up how you would like to be notified of the rule
   1. Genius Console - you will always be alerted via the Alerts icon in the top panel of Genius when these Alerts are enabled
   2. Email - Please enter the email addresses of any Admins or Supervisors you would like to be alerted when a microphone issue is detected. This includes all microphone issues across all Agents.
   3. Slack - Instead of sending these Alerts directly to a person, you can instead send to a Slack channel such as your team's Slack channel to allow the whole team to be notified of detected issues
   4. Microsoft Teams - Instead of sending these Alerts directly to a person, you can instead send to a Microsoft Teams channel such as your team's Slack channel to allow the whole team to be notified of detected issues
   5. Webhook - Instead of sending these Alerts directly to a person, you can instead send to the external system of your choice via a webhook.
5. Once you have set up the proper people to get alerted, save the Alert Rule

6. Next, go to the Logs screen
7. This is where you can view all Alerts including any detected microphone issues. You will be able to see specific errors under the Criteria column.
   1. For more information on specific microphone issue errors, see this article
   2. Microphone issues will have a Status of Active when we have actively detected an issue, and Resolved when we have successfully gained microphone permissions for the impacted user.
   3. Triggered On shows you when we detected the issue
   4. Affected Segment shows you who the impacted Agent