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How Smart Alerting works?

Hello there! Ready to dive into Smart Alerting? This new beta feature is crafted to ensure you stay informed about key changes in your data—effortlessly.

How Smart Alerting Works

Smart Alerting is your personal data watchdog. It continuously monitors four critical metrics: CPO, CSAT, Volume, and POT (Percentage of tickets). Whenever there’s an anomaly in any of these metrics, Smart Alerting records it, ensuring you're well-informed about important shifts, directly via your dashboard.

Customising Your Monitoring

Metric and Dimensions Inclusion: By default, Smart Alerting tracks:

  • CPO
  • CSA
  • Volume
  • POT


  • Sentisum and DIY tags.

Each of these metrics is always monitored for anomalies, ensuring comprehensive oversight.

The Logic Behind Anomalies Detection

Smart Alerting is intelligent—it learns from your historical data to establish what’s “normal” for each metric. Here’s how it defines and detects anomalies:

  • Learning Phase: The system analyses past data to understand typical patterns and fluctuations in each metric.
  • Normal Range Establishment: Based on historical insights, it sets a baseline or 'normal' range for each metric.
  • Anomaly Detection: When new data deviates from this established normal range—either increasing or decreasing significantly—the system identifies this as an anomaly.

Exploring Anomalies on Your Dashboard

When anomalies occur, each will be detailed on your dashboard, which includes:

  • Visual Indicators: Quickly understand the nature of the anomaly through intuitive graphs.
  • Detailed Summaries: Get insights into what might be causing the anomaly, helping you make informed decisions.

Understanding Data Range and Frequency of Execution

To ensure that Smart Alerting provides you with the most accurate and complete information, the system operates on a daily execution schedule. Here’s how it works:

  • Daily Data Collection: Each day, Smart Alerting collects and analyses the entire previous day's data across all monitored metrics. This approach guarantees that the analyses are based on complete data sets, avoiding the pitfalls of mid-day data collection which might lead to incomplete or skewed insights.
  • Notification Schedule: After the daily analysis, results are prepared, and you will receive an email notification the following day. This timing ensures that you are informed with a comprehensive overview of the previous day's data without the clutter of incomplete or real-time fluctuations, which might not provide the full picture.

Setting Up Smart Alerting Notifications

Although anomalies are automatically detected and displayed, receiving notifications about them is optional. Here’s how you can set up alerts:

1. Access Your Dashboard:

  • Log into your account and navigate to the dashboard to find the Smart Alerts page

2. Choose Your Notifications:

  • Visit the Alert Configuration Page on your dashboard.
  • You can opt-in to receive email notifications for anomalies in any of the metrics you wish to monitor more closely.

3. Review Your Alerts and Anomalies:

  • Anomalies that Smart Alerting detects will appear on your dashboard, regardless of your notification settings.
  • If you’ve opted for notifications, you’ll also get emails that alert you to these anomalies so you can act swiftly.

Feedback and Suggestions

Your insights play a crucial role in enhancing Smart Alerting, and we truly value your input. As you use the system and explore its features, we encourage you to actively provide feedback, which helps us fine-tune and evolve the tool to better serve your needs.

  • Direct Feedback: Each anomaly detected on your dashboard comes with a "thumbs up" and "thumbs down" option. By selecting one of these, you can quickly tell us how relevant and useful each anomaly is to you. This not only helps in sorting the most impactful anomalies but also aids the system in learning and adapting to what matters most to you.

Further, feel free to reach out to us via email to share more detailed thoughts and suggestions.

Troubleshooting Common Scenarios

Not Receiving Expected Alerts?:

  • Ensure you have opted in for notifications on the Alert Configuration Page.
  • Check your email settings to make sure alerts aren’t going to your spam folder


Smart Alerting is here to transform how you monitor critical business metrics. Set it up to suit your needs, keep an eye on your dashboard for real-time anomalies, and never miss a beat in your data landscape.

Need further assistance? Our support team is just a chat away, and don’t forget to check out our FAQ for quick answers. Happy monitoring!