Alerting
Alerting lets you define rules that automatically monitor your call metrics and notify you when something goes wrong — or right. Get alerted when call volume drops, latency spikes, or custom business metrics cross thresholds, without staring at dashboards all day.How It Works
1
Define a rule
Create an alert rule with a metric, threshold, agents to monitor, and evaluation parameters.
2
Automatic evaluation
Callem Studio evaluates the rule at your configured frequency (every minute to once a day).
3
Incident creation
When the threshold is crossed, an incident is created and email notifications are sent to the configured recipients.
4
Auto-resolution
When the metric returns to normal, the incident is automatically resolved.
Creating an Alert Rule
Navigate to Monitor > Alerting and click Create Rule.Rule Configuration
Threshold Configuration
Evaluation Parameters
Custom Rate Metrics
Beyond built-in metrics, you can define alerts on calculated percentages by specifying numerator and denominator filters:How Custom Rates Work
A custom rate is calculated as:Examples
Condition Logic
Both numerator and denominator support multiple conditions combined with AND or OR logic.Call Analysis Filters
Add conditions based on your custom call analysis fields to create highly targeted alerts. The available fields are loaded dynamically from your agent configurations. Built-in filter fields:duration,isEngaged,isTransferred,isVoicemail,callerNum,totalInteraction
- Any field you’ve defined (e.g.
sentiment,leadQuality,appointmentBooked,npsScore)
Evaluation Schedule
By default, alerts evaluate 24/7. You can restrict evaluation to specific windows to prevent false alarms during off-hours:
Example: “Only evaluate this alert Monday to Friday, 9:00-13:00 and 14:00-18:00” — avoids alerts during nights, lunch breaks, and weekends when low volume is expected.
Alert States
Alert Rules List
The alert rules list provides an at-a-glance view of all your rules:Best Practices
Start with broad, high-impact alerts
Start with broad, high-impact alerts
Begin with alerts on critical metrics: total call volume (is the system working?), engagement rate (are calls successful?), and global latency (is the agent responsive?). Add specific custom rate alerts once the basics are covered.
Set thresholds from historical data
Set thresholds from historical data
Look at your analytics dashboard to understand normal metric ranges before setting thresholds. A threshold that’s too tight creates alert fatigue; too loose misses real issues.
Use schedules to reduce noise
Use schedules to reduce noise
If your agents only handle calls during business hours, schedule volume and rate alerts accordingly. Latency alerts can often run 24/7 since they indicate system health.
Combine built-in and custom rate alerts
Combine built-in and custom rate alerts
Built-in metrics catch infrastructure issues (latency, volume drops). Custom rates catch business quality issues (lead quality, appointment rates, sentiment).
Review and tune regularly
Review and tune regularly
As your call patterns change (seasonal volume, new agents, new prompts), revisit your alert thresholds and schedules to keep them relevant.