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ResolveAX Alerting:

ResolveAX now has an enhanced and configurable alert policy feature. Users will have the ability to configure and tailor alerts based on specific metrics within three categories: Health Check, Integration, and Trend. The customization includes selecting metrics, defining thresholds for alert triggers, specifying scenarios for alert clearance, and choosing the preferred medium of notification (email or webhook). This feature allows organizations to use ResolveAX as a proactive tool to swiftly identify issues and expedite MTTR. 

Note: The legacy Alarm capability, that provided email notifications on MOS and Agent Flag events, is still in place and will be replaced in 24.4 release with the new, and enhanced Call category alering.  

The new Alerting capability enables ResolveAX users with a granular alerting and notification mechanism to help identify and respond to critical events. This flexible alerting mechanism allows users to precisely define the specific conditions under which they are notified. 

Within these categories, users will be able to select the following:

• The email notification list and/or the webhook that should receive the alerts
• Select / deselect what metrics to be alerted on 
• Enable automated clear events to confirm the issue has been resolved. 

How to configure:

In the Administration section, click Alerting.

Under Notification Settings you can set up the notification email lists and webhooks that will be used to receive alert events. Multiple Email Lists can be configured to contain unique users and to have specific filters to only deliver notification alerts that match filter criterias such as Teams, Sites and Tags.

To begin configuring specific alerting categories, you may select from the following tabs: Health Check, Integration and Trend. Each category allows you to select the specific metrics you would like to be alerted on. It also allows you to select multiple Email Lists and/or one Webhook to be used for the notification. You can also enable a for a “Clear Event” to be generated when the error condition has been cleared.

The Health Check category allows users to subscribe for the alerting associated with issues detected as part of the automated Health Checks performed upon agents initial login into the CCaaS environment, as well as any manually initiated Health Checks. Alerting can be enabled for all, or select tests that are performed during the Health Check routine. 

The Integrations category allows users to subscribe for the alerting associated with integration issues between ResolveAX browser extension and CCaaS platform, ResolveAX back-end as well as detection of issues with agents receiving call and collection webrtc network statistics.

The Trends category allows users to subscribe for the alerting associated with issues detected as part of the overall trend analysis. This is designed to swiftly identify a widespread issue or outage and notify the relevant parties immediately.

Issues Fixed

CP-39131: DeepDive->Session ScoreCard->Events and Interactions->Clicking on Interaction Only should Unselect and Disable Alerts Only checkbox

CP-41573: Button alignment Issue

CP-42152: Notification Settings->Grid for both email and webhook list missing columns component

CP-38573: Extension->Bug Report Download showing blank popup

CP-40542: Auto Refresh Time seems to be starting with a second less than that it should be.

CP-38758: Duplicate entries in Agent Integration dashboard

CP-42333: Location API missing ISP details

CP-38719: DeepDive->Dropdown and No Session Message Overlapping

CP-39205: Agent Integration->Sorting Column By Geo Location is not working

CP40981: Analysis->Agent login table showing null when CPU is not there

CP-40582: "Showing X of Y" count does not take into account the in-column filtering changes

CP-42440: Voice Quality/Agent Environment->Health Check Failure triangle-exclamation not showing popup for some scenarios