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
Define a rule
Create an alert rule with a metric, threshold, agents to monitor, and evaluation parameters.
Automatic evaluation
Callem Studio evaluates the rule at your configured frequency (every minute to once a day).
Incident creation
When the threshold is crossed, an incident is created and email notifications are sent to the configured recipients.
Creating an Alert Rule
Navigate to Monitor > Alerting and click Create Rule.Rule Configuration
| Field | Description | Options |
|---|---|---|
| Name | Descriptive name for the alert | e.g. “Low engagement rate”, “High latency warning” |
| Metric | What to measure | Total calls, Avg duration, Engagement rate, Transfer rate, Voicemail rate, LLM latency, TTS latency, Global latency, or a Custom rate |
| Agents | Which agents to monitor | Select one, multiple, or all agents. Use Select All / Deselect All for convenience. |
Threshold Configuration
| Setting | Description |
|---|---|
| Threshold type | Absolute — compare the metric value directly to a fixed number (e.g. engagement rate < 50%). Relative — compare the current value to the previous period’s value (e.g. call volume dropped by 30% compared to yesterday). |
| Comparator | > Greater than, >= Greater or equal, < Less than, <= Less or equal |
| Threshold value | The value that triggers the alert. For absolute, this is the raw metric value. For relative, this is the percentage change. |
Evaluation Parameters
| Setting | Description | Values |
|---|---|---|
| Evaluation window | How far back to look when computing the metric | 1 minute to 12 hours |
| Frequency | How often to evaluate the rule | 1 minute, 5 minutes, 15 minutes, 30 minutes, 1 hour, 6 hours, 12 hours, 1 day |
| Notification emails | Comma-separated list of email addresses to notify | — |
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
| Alert | Numerator | Denominator | Threshold |
|---|---|---|---|
| Hot lead rate too low | callAnalysis.leadQuality = hot | isEngaged = true | < 20% |
| Appointment booking rate | callAnalysis.appointmentBooked = true | All calls | < 15% |
| Negative sentiment spike | callAnalysis.sentiment = negative | isEngaged = true | > 25% |
| Automated call success | callAnalysis.issueResolved = true | isVoicemail = false | < 70% |
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:| Setting | Description |
|---|---|
| Days | Select which days of the week (e.g. Monday to Friday) |
| Time ranges | One or more time windows (e.g. 9:00-13:00 and 14:00-20:00) |
| Hourly frequency | Evaluate once per hour instead of continuous |
Alert States
| State | Description | Visual |
|---|---|---|
| OK | Metric is within normal range | Green indicator |
| Firing | Threshold has been crossed — incident created, notifications sent | Red indicator |
| Resolved | Metric returned to normal — incident closed automatically | Returns to green |
Alert Rules List
The alert rules list provides an at-a-glance view of all your rules:| Column | Description |
|---|---|
| Name | Alert rule name |
| Status | Enabled/disabled toggle |
| State | Current state (OK / Firing) |
| Last metric value | The most recently measured value — useful for verifying that the alert definition is correct and the evaluation is working |
| Last evaluated | When the rule was last checked |
| Badges | Indicators for Custom Rate, Scheduled, etc. |
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.