Once you have configured your Metrics and Monitors in Observability (see the setup guide here: Observability Set Up), you’re ready to activate Alerts.
Alerts allow you to move from passive dashboard monitoring to proactive operational control.
Instead of constantly checking dashboards, Oversai will notify you automatically when a key metric reaches a risky or critical threshold.
This ensures that your team can act immediately when performance deviates from expected ranges.
🔔 How to Configure Alerts – Step by Step
Step 1
Go to the left-side menu:
Observability → Monitors
Once there, click on the shield icon next to the monitor you want to configure alerts for.
This is where you define the rules that will trigger notifications.
Step 2 – Create a New Rule
Click New Rule.
You will need to configure the following fields:
1️⃣ Rule Title
Give your alert rule a clear, descriptive name.
2️⃣ Level Type
Choose how the rule is evaluated:
Global (Overall): The rule evaluates the metric’s overall performance.
User: The rule evaluates the metric individually per user.
This allows you to monitor team-level health or detect individual performance issues.
3️⃣ Window (Data Range)
Define how far back the system looks when calculating the metric.
For example:
Last 24 hours
Last 7 days
This determines the data period used for evaluation.
4️⃣ Evaluation Interval
Define how often the rule is checked.
Example:
Every 5 minutes
Every 30 minutes
This controls how frequently Oversai evaluates whether the alert condition is met.
5️⃣ Cooldown (Minutes)
Set the minimum time before the alert can trigger again after firing.
Example:
If you set 60 minutes, once the alert triggers, you will not receive another notification for at least one hour — even if the condition remains true.
This prevents alert fatigue.
6️⃣ Subscribers
Select the users who should receive the alert when triggered.
You can notify anybody from your team, like:
Team Leaders
CX Managers
Product
Finance
Or any relevant stakeholder
7️⃣ Select Conditions
Choose the metric you want to monitor.
Example:
CSAT
QA Score
FRT
AI Sentiment
8️⃣ Define the Operator and Value
Choose the condition logic:
Less than
Greater than
Equal to
Etc.
Then define the threshold value.
Example:
CSAT < 85
Oversai will trigger the alert when this condition is met.
Multiple Conditions
You can add multiple conditions within the same rule.
Example:
CSAT < 85
ANDFRT > 10 minutes
Oversai will notify you only when all defined conditions are met.
💡 Tip
If you click the question mark icon, you can view the Healthy Rules thresholds configured for that metric in your Monitor.
This helps you align alerts with your defined health ranges.
✏️ Managing Alerts
Once your alerts are created, you can:
Edit them
Delete them
View previously triggered alerts
From the Monitor view, click the warning icon (triangle with an exclamation mark) to see all alerts generated for that monitor.
Click on any alert to view full details.
Generated alerts view
📩 Slack Notifications
If Slack is already configured in your workspace, notifications will automatically be sent to the selected channel when the rule triggers.
🎯 Why Alerts Matter
Alerts transform Observability into an active monitoring system.
Instead of reacting after reviewing dashboards, your team can:
Detect issues early
Escalate proactively
Reduce operational risk
Align stakeholders in real time
This ensures your CX performance stays within healthy thresholds — without constant manual oversight.
🤝 Need Help?
If you need assistance configuring Alerts or defining the right thresholds, your Account Manager will be happy to support you.
Observability is most powerful when it’s aligned with your operational strategy — and we’re here to help you get there.