Triggers (Enterprise Portal)

Created by Kelly Evans, Modified on Wed, 19 Mar at 12:42 PM by Kelly Evans

A Trigger provides the ability to send email notifications to Trigger Contacts when the trigger conditions have been met.

Triggers can be added to Inbound or Outbound connections.

To add a new trigger click on the + Add trigger button on the Inbound or Outbound connection page of the Update Connection dialog box.

Key Terminology

Type

Attempts - The number of call attempts during the Data Interval.
Completions - The number of call completions during the Data Interval.
Minutes - The total minutes of all calls during the Data Interval.
ASR - See Answer Seizure Ratio.
ALOC - See Average Length of Call.
Cost - The cost of all calls during the Data Interval.
MOS - See Mean Opinion Score. RTCP packets must be received the Orchestrator to use a MOS trigger.
SDR - See Short Duration Ratio.

Condition

Less Than - If calculated value for Type is less than the configured Value then trigger is activated and Contact Type is send an email notification.
Less Than Equal To - If calculated value for Type is less than or equal to the configured Value then trigger is activated and Contact Type is send an email notification.
Greater Than - If calculated value for Type is greater than the configured Value then trigger is activated and Contact Type is send an email notification.

Greater Than Equal To - If calculated value for Type is greater than or equal to the configured Value then trigger is activated and Contact Type is send an email notification.
Equal To - If calculated value for Type equals the configured Value then trigger is activated and Contact Type is send an email notification.

Data Interval

The data interval defines the data set that is used to perform the calculations on.

For example is the trigger type is ASR, and the data interval is 1 Hour then the ASR calculation will be based on all calls in the previous 60 minutes from the time the trigger was executed.

Value

The value is always a whole number but can present a percentage depending the the trigger type.

For example, for an ASR trigger the value represents a percentage of all calls is the data interval but for ALOC it represents a specific number is seconds for the average call length for all calls in the data interval.

Trigger Frequency

The trigger frequency defines how often the trigger is executed.

Time Frame

The time frame further defines when the trigger can be executed.

To edit an existing trigger, left-click the horizontal ellipsis at the far right of the trigger and then click Edit.

To delete an existing trigger, left-click the horizontal ellipsis at the far right of the trigger and then click Delete. Then click the Delete trigger button in the Delete trigger confirmation dialog box.