The Predictive Realtime Stats page in the Dialer contains the Alerts indicator in the top right corner. It can warn you about the following:
- low ASR rates
- low or critical levels of available leads
- agents not answering for a long time
- low or insufficient voice or SMS balance
When the voice balance reaches the insufficient threshold, the Dialer will stop initiating the predictive calls. The agents will still make manual calls until they are out of balance. The system will also send them the zero balance voice alerts.
Add credit to your account, and the system will unpause all agents automatically.
When the SMS balance reaches the insufficient threshold, the Dialer will assign the SMS Failed - out of balance status to all new messages.
Add credit to your account, and the system will start sending new messages. You need to resend or dismiss all failed messages from the Communication Report page.
Please submit a ticket to the CommPeak support team if you wish to have the alerts enabled.
When you click on the Alerts indicator, you will see the most recent alerts that haven't been dismissed yet. You can dismiss them.
A detailed list of all alerts is available in Tenant > Realtime Alerts.