# Observability - Alerts / Notifications

Once you have configured your Metrics and Monitors in Observability (see the
setup guide here: Observability Set Up)
[https://docs.oversai.com/article/1063-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.

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🔔 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.





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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
   AND

 * FRT > 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



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📩 SLACK NOTIFICATIONS

If Slack is already configured in your workspace, notifications will
automatically be sent to the selected channel when the rule triggers.

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🎯 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.

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🤝 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.