Alerts

Catch trouble before it compounds.

Alerts is the page that watches the numbers that matter and tells you when something is unusual.

Page anatomy

Region	What you see
Filter bar	Date and hour controls, see Overview.
Aggregate KPI strip	Four small cards with feed-level totals.
Tab bar	Anomaly feed and Rules pills.
Feed or rules table	Body of the active tab.
Event detail drawer	Slides in when you click a row in the feed.

A small mock-data notice strip can also appear above the KPI strip when the project has just been connected and rules have not yet seen real data, with copy Rules are evaluated live against your analytics data for the selected window, compared against the equal-length prior window. Rules you create persist in your browser until the server-side evaluator lands and takes over email, webhook, and in-app delivery.

Aggregate KPIs

Four cards reactive to the active filter window.

KPI	Notes
Open anomalies	Anomalies that are not yet acknowledged or resolved.
High and critical	Subset filtered to High and Critical severity.
Rules enabled	Count of rules currently turned on.
Last detected	Timestamp of the most recent anomaly. Reads No anomalies in range when there are none in scope.

Anomaly feed tab

The default tab. A time-ordered feed of anomalies for the active filter window.

Element per row	What it shows
Severity chip	One of Low, Medium, High, Critical, in green, amber, orange, red.
Triggered by	The rule that produced this anomaly.
Detected at	A timestamp formatted YYYY-MM-DD HH:MM:SS.
Observed	The metric’s actual value in the alert’s window.
Baseline	What the metric usually is over the equal-length prior window.
Change	Delta between observed and baseline.
Status chip	Open, Acknowledged, or Resolved.
Click	Opens the event detail drawer (see below).

When the feed is empty, the empty state reads No anomalies in this range. Everything looks steady against the rolling baseline. Widen the date filter to scan a longer window.

Rules tab

A project-scoped library of alert rules.

Column	Notes
Rule name	Plain-language description.
Metric	The thing being watched (negative sentiment share, call volume, etc.).
Condition	The operator and threshold.
Window	The evaluation window.
Severity	The chip color.
Delivery	Channels: In-app, Email, Webhook, or any combination.
Enabled	A switch to turn the rule on or off. Off rules stop firing immediately.
Updated	Timestamp of the last edit.

A Create rule button on the card header opens the rule dialog. Each row also carries an inline Edit action to modify an existing rule and a Delete action with a destructive confirmation dialog.

Default seed rules

Six rules ship by default, five enabled.

Rule	Condition	Severity	Default state
Negative sentiment share at or above 10%	>= 0.10	High (in-app and email)	Enabled
Negative sentiment spike	rises by 15%	Medium	Enabled
Call volume shift	rises by 20%	Medium	Enabled
Low call volume	drops by 30%	Medium (in-app and email)	Enabled
Handle time above 90 seconds	> 90 seconds	Low	Enabled
Silence ratio at or above 30%	>= 0.30	Medium	Disabled

Creating a rule

Click Create rule in the Rules tab. A small dialog opens.

Step	What you do
Name	Type a name your team can spot in the feed. Optional Description for context.
Metric	Pick from Negative sentiment share, Call volume, Avg handle time, Escalation rate, Silence ratio, Dead-air events per call.
Operator	One of is above, is at or above, is below, is at or below, rises by, drops by.
Threshold	A number within the metric’s range. The dialog rejects out-of-range values inline with a small red error.
Window	One of Last 15 minutes, Last hour, Last 4 hours, Last 24 hours.
Severity	Low, Medium, High, or Critical.
Delivery	At least one of In-app, Email, Webhook. Save is blocked when no channel is selected.

The dialog saves the rule to the project. New anomalies that match this rule appear in the feed on the next evaluation pass.

Event detail drawer

Click any row in the Anomaly feed to open a side drawer. The drawer also opens automatically if you arrive via a deep link (the URL carries the event id).

Section	What it shows
Header	Severity chip, rule name, detected timestamp.
Detail block	Observed value, baseline, delta, the metric being watched.
Open Sentiment Analysis link	Routes to Sentiment Analysis with the alert’s window pre-applied.
Open Overview link	Routes to Overview with the alert’s window pre-applied.
Calls table	The actual calls captured in this alert’s window.
Search	Filter calls by filename, session id, or transcription.
Acknowledge button	Flips the alert’s status to Acknowledged.
Resolve button	Flips the status to Resolved when the issue is fixed.
Download CSV	Exports the calls in this window.

The drawer fetches calls for the alert’s own window, not the page’s filter range. So a 1-day alert always shows the right calls even when your filter bar is set to Last 30 days.

Topbar bell

The global notifications bell in the dashboard topbar swaps to the CCQA alert feed whenever you are on a CCQA route. The bell trigger gains a small red count badge whenever there are unread anomalies, and the dropdown body lists the most recent few. The dropdown header has a Mark all read action.

There is one notification bell across the entire app. CCQA does not add a second bell, the existing bell extends to show alerts when you are on a CCQA route.

Common questions

A rule is enabled but I do not see any anomalies in the feed.

The rule may genuinely never have triggered (good news). The other common cause is the metric is not yet computed in the active filter window, change to a wider date range and check again.

Can I delete a default seed rule?

Yes. Open the Rules tab, click the Delete action on the rule’s row, confirm the destructive dialog. The rule disappears immediately. To bring it back, recreate it with Create rule.

The Email channel is selected but my team is not getting notifications.

Email and webhook delivery rely on a server-side dispatcher that is being rolled out. Today only the in-app bell reflects new events. The Email and Webhook channels are saved on the rule, the dispatcher will read them when it goes live.

Can I share a rule's evaluation window with the page's filter?

The rule’s window is independent. A rule has its own window (15 minutes, 1 hour, 4 hours, 24 hours) and is evaluated continuously. The page’s filter only changes which anomalies you see in the feed, not when rules fire.

The drawer's calls table looks different from the Sentiment Analysis sessions table.

Yes. The drawer scopes calls to the alert’s window, not the page filter, and adds the alert metadata at the top. Use the Open Sentiment Analysis link to jump to the project-wide view with the alert’s window pre-applied.

Can I import or export rules?

Not yet. Each project has its own rules library, and you create or delete them through the dialog. Bulk import is on the roadmap.

The bell shows zero but the feed has events.

The bell counts unread (Open) anomalies. Once you acknowledge or resolve an event, it stops counting toward the bell badge.

What happens to anomalies that are no longer relevant?

Mark them Resolved in the drawer. They stay in the feed history but no longer count as Open. There is no automatic auto-resolve today.

Where to go next

Goals

Set the targets these rules monitor.

Sentiment Analysis

Drill into the calls behind a sentiment alert.

Speaker Timeline

Silence tab feeds the dead-air events metric.

Volume Forecasting

Pre-empt a low-call-volume alert.