Creating an alert in RingCentral Business Analytics =================================================== The **Create New Alert** page is comprised of six distinct sections: * General information * Alert severity * Alert trigger * Advanced options * Delivery channel * Editing settings ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Create-Alert-RingCentral-Analytics-Portal/images/Createalert1.png) General information ------------------- Alert name is the field that identifies the alert. The name can include all kinds of characters, including special characters, and can be up to 64 digits. Alert severity is a subjective indicator of how vital the alert is. The severity sign is shown in RingCentral app alert messages and as an email importance flag for high-priority alerts. Alert trigger ------------- Setting up the correct rule is the most essential part of an alert. The alert target, target value, trigger, and threshold are closely interrelated. Specified values and triggers are proposed depending on what is selected for monitoring. ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Create-Alert-RingCentral-Analytics-Portal/images/Createalert2.png) ### Target Target comes with a key-value pair fields where you can specify the type of the target you want to monitor and specify any subset granularity of those targets you want to monitor: * **Entire Company**: Monitors entire company. * **Locations**: Select one or more IP addresses within your account. Every address will be monitored separately. The system doesn't aggregate the selected IP addresses into a single location. * **Users**: Select one or more users to monitor for quality issues. * **ISPs**: Select one or more ISPs to monitor for quality issues * **Devices**: Select one or more devices to monitor when devices go offline. * **Rooms**: Select one or more rooms to monitor for quality issues. * **Sites**: For premium/ultimate accounts, select one or more sites to monitor for quality issues. ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Create-Alert-RingCentral-Analytics-Portal/images/Createalert3.png) If users set Target as Locations, Users, ISPs, Devices, Rooms, and Sites, users can include future items as long as all items in the list are selected. ### Trigger The trigger is a specific monitoring method and also depends on the selected target. * Entire Company * Calls * Percentage of Good calls (MOS \>= 3.5) * Meetings * Percentage of Good Streams * Percentage of Poor Streams * Devices * Number of Offline Devices * Percentage of Offline Devices * Rooms * Number of Offline Rooms * Percentage of Offline Rooms * Number of Online Rooms * Percentage of Online Rooms * Number of Rooms in Critical Condition * Percentage of Rooms in Critical Condition * Number of Rooms in Warning or Critical Condition * Percentage of Rooms in Warning or Critical Condition * Location(s) * Calls * Number of Poor Legs (MOS \<= 3.00) * Percentage of Good Legs (MOS \>= 3.5) * Percentage of Poor and Moderate Legs (MOS \<= 3.49) * Percentage of Poor Legs (MOS \<= 3.00) * Meetings * Percentage of Good Streams * Percentage of Poor Streams * Devices * Number of Offline Devices * Rooms * Number of Offline Rooms * Number of Online Rooms * Number of Rooms in Critical Condition * Number of Rooms in Warning or Critical Condition * User(s) * Calls * Number of Poor Calls (MOS \<= 3.00) * Number of Poor and Moderate Calls (MOS \<= 3.49) * Meetings * Percentage of Good Streams * Percentage of Poor Streams * ISP(s) * Calls * Percentage of Poor Legs (MOS \<= 3.00) * Percentage of Poor and Moderate Legs (MOS \<= 3.49) * Meetings * Percentage of Good Streams * Percentage of Poor Streams * Device(s) * is Offline * Room(s) * Room Status * Room Health ### Threshold and Condition The threshold is a concrete numeric value defining when the problem begins, and it is time to send an alert message. * **Trigger with Percentage**: For example, for the alert trigger and condition '% of good legs less than the threshold could be 92.5. The '%' sign is not needed. The alert will be fired when the percentage of good calls is less than 92.5%. * **Trigger with Number**: For example, for the alert trigger '# of poor calls in Belmont is more than the threshold value, a whole number, such as 10. The alert will be triggered when the number of poor calls exceeds 10. ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Create-Alert-RingCentral-Analytics-Portal/images/Createalert4.png) Condition monitors the status or health of one or more devicesand rooms. * **Trigger as Device Status**: There is only one condition for Device Status: offline. An alert will be sent when the monitored device goes offline. * Rooms * **Trigger as Room Status**: There is only one condition for Rooms Status: offline. This means the controller and host are offline or logged out. An alert will be sent when the monitored room goes offline. * **Trigger as Room Health** : The device status within an RC room setup determines room health. * **Warning or Critical Condition** : an alert will be sent when a room is in either warning or critical condition. * **Warning**: Calendar is not connected, or one or more preferred peripherals are offline. * **Critical**: The host or controller is offline or logged out. * **Critical Condition**: This means an alert will be sent when a room is in critical condition, such as when the host or controller is offline or logged out. You can edit your criteria for room health in Advanced Options. ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Create-Alert-RingCentral-Analytics-Portal/images/Createalert5.png) ### Time frame and alert frequency Both the alert examples above lack a clearly defined monitoring time frame. Ten poor calls may happen in 15 minutes or four hours. The Time Frame and Alert Frequency control the timing of an alert. There are two essential notions: Time Frame is when a trigger is monitored to determine if an alert threshold is exceeded. Ten poor calls in 15 minutes (a critical situation) is a much larger problem than in 4 hours (regular, not critical). Available time frames are 15 minutes, 30 minutes, 1 hour, and 2 hours. The Alert Frequency becomes essential if the alert threshold is exceeded and a notification about the problem is sent. You can instruct the system when the following notification should be sent if the problem persists. The alert can be muted (after being triggered) for 15 minutes, 30 minutes, 1 hour, 2 hours, or 4 hours. For example, the alert rule 'Inform me if # of poor calls in Belmont more than 10 in 15 minutes' triggers at 11 AM. If the Alert Frequency is set at 2 hours, the alert monitoring continues for the next two hours, but notifications won't be sent. The second notification will be sent at 1 PM at the earliest. The alert frequency allows for muting the alert for a certain period to avoid irrelevant notifications about a problem for which everyone was previously informed. ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Create-Alert-RingCentral-Analytics-Portal/images/Createalert6.png) Advanced Options ---------------- Advanced options allow users to set additional conditions for monitoring the set Alert rules. You can turn on Advanced Options to modify the selections in each setting. There are three advanced options: ### Endpoints It is possible to include specific types of endpoints to monitor in case it is already known that one or several endpoints generate low-quality calls or specific endpoints are not in use. For example, you may monitor calls made from the desktop only. By default, all endpoints are checked for monitoring. ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Create-Alert-RingCentral-Analytics-Portal/images/Createalert7.png) ### Monitoring Hours Users may want to monitor for issues only on specific days of the week and times of the day. For example, excluding weekends and non-office hours. Also, users may want to define the hours in a specific timezone because they may be monitoring remote locations. Monitoring Hours advanced options facilitate this. Here, you can define the timezone these time ranges are applied to and select the times and days when the alert should be on. ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Create-Alert-RingCentral-Analytics-Portal/images/Createalert8a.png) ### Call Volume This option is relevant for those triggers that calculate the percentage of poor or problematic (poor/moderate) calls or legs. For example, when one of two calls is poor, the percentage is 50%, and an alert notification is fired unproductively. Set the minimum meaningful call volume so that the trigger captures actual problems. ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Create-Alert-RingCentral-Analytics-Portal/images/Createalert9a.png) ### Call Results This option is relevant to those triggers that monitor call quality. Users can choose to include some or all call results. Users can choose only to monitor connected call quality. ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Create-Alert-RingCentral-Analytics-Portal/images/Createalert10a.png) ### Streams For Monitoring This option is relevant to those triggers that monitor meeting stream quality. Users can choose to monitor one or more streams with this option. For example, if users want to set up different thresholds for quality for each stream type, they can use this option to monitor one stream type per alert. ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Create-Alert-RingCentral-Analytics-Portal/images/Createalert11a.png) #### Monitor Each Stream Separately This option is relevant to those triggers that monitor meeting stream quality. Users can turn this option on if they want to monitor each stream type separately with the same threshold. ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Create-Alert-RingCentral-Analytics-Portal/images/Createalert12a.png) Delivery channel ---------------- The delivery channel is how alert messages can be delivered to alert recipients. The Analytics portal provides two channels: Email and RingCentral app. ### Email Enter up to 15 distinct email addresses. ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Create-Alert-RingCentral-Analytics-Portal/images/Createalert13a.png) ### RingCentral app Alert creators can set up alerts to send notifications to RC App groups by picking the RingCentral app as a delivery option. Users can see and select one or more RC App teams that they are part of to deliver the alert. ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Create-Alert-RingCentral-Analytics-Portal/images/Createalert14.png) Note: If the alert owner leaves a RingCentral app group, alerts will stop being delivered. Editing settings ---------------- Since every created alert is visible to everyone, it's essential to have the ability to "lock" an alert from being edited by others. To do this, enable the "Only owner can edit the alert" toggle (blue color). Others can view locked alerts, but changes can be applied only by the alert owner. ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Create-Alert-RingCentral-Analytics-Portal/images/Createalert15.png) Anyone with access to the Alerts functionality can edit unlocked alerts. The owner has the privilege to change editing settings. Non-owners cannot do these actions, regardless of the editing settings. Saving incomplete alert rules ----------------------------- During Alert creation, before submitting the alerts, if you move away from the page, you will be offered an option to save the settings made thus far. You have an option to save or cancel. If you opt to save, the settings you made will persist and will be available to you the next time you open the Alert creation page. ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Create-Alert-RingCentral-Analytics-Portal/images/Createalert16.png) Alert notifications ------------------- Once Alerts are created in your account with your desired delivery method, our system will monitor for the trigger conditions at the monitoring time frame you have set for the alert. When an alert condition is met, the system will send a notification as per the desired channel as follows: ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Create-Alert-RingCentral-Analytics-Portal/images/Createalert17.png) Clicking the link provided under the "Link to the Report" or "Go to Report" button will take you to the QoS report "Calls" page filtered out to specific calls that resulted in alerts being triggered. **Additional resources** * [Intro to the Alerts feature in RingCentral Business Analytics](https://support.ringcentral.com/article-v2/Analytics-Portal-Quality-of-Service-Alerts.html?brand=RC_US&product=RingEX&language=en_US "") * [Navigating the Alerts Log in Business Analytics](https://support.ringcentral.com/article-v2/Navigating-the-Alerts-Log-in-Business-Analytics.html?brand=RingCentral&product=RingEX&language=en_US "") * [Creating and managing a Business Analytics dashboard](https://support.ringcentral.com/article-v2/Creating-LOB-Analytics-dashboard.html?brand=RC_US&product=RingEX&language=en_US "") * [Adding widgets to a Business Analytics dashboard](https://support.ringcentral.com/article-v2/Adding-widgets-LOB-Analytics-dashboard.html?brand=RC_US&product=RingEX&language=en_US "") * [Business Analytics data dictionary](https://support.ringcentral.com/article-v2/Business-Analytics-data-dictionary.html?brand=RingCentral&product=RingEX&language=en_US "") * [Analytics Portal - Data Visibility and Retention](https://support.ringcentral.com/article-v2/Analytics-Portal-Data-Visibility-and-Retention.html?brand=RC_US&product=RingEX&language=en_US "") * [Configuring Analytics portal permissions](https://support.ringcentral.com/article-v2/configuring-analytics-portal-permissions.html?brand=RC_US&product=RingEX&language=en_US "")