Alerts & Reports

Set up threshold-based alerts to stay notified about your agent’s activity, and generate reports for stakeholder sharing.

Alerts & Reports is where you configure proactive notifications and generate performance reports for your agent. Use this section to stay on top of activity spikes, performance dips, and other conditions that require your attention.

Alerts & Reports is a Beta feature.

Alerts

The Alerts section has two tabs:

Configuration

This is where you create and manage alert rules. An alert configuration defines:

• Title — a descriptive name for the alert (e.g. High escalation rate alert)
• Alert type — the metric or event being monitored
• Threshold — the numeric value that triggers the alert (must be 0 or greater)
• Unit — the measurement unit for the threshold (e.g. conversations, percentage, minutes)

When the defined condition is met, the alert fires and is recorded in the History tab.

Creating an alert

1. Go to Alerts & Reports

   Navigate to AI Agent > Evaluate > Alerts & Reports in the left sidebar.

2. Open the Alerts tab

   The page opens on the Alerts section by default. Click New Alert in the Configuration sub-tab.

3. Define the alert

   Fill in the title, select the alert type, set your threshold value, and choose the unit.

4. Save

   Click Save to activate the alert. It will start monitoring immediately.

History

The History tab shows a log of all alerts that have been triggered, including:

• Which alert fired
• When it was triggered
• The value that crossed the threshold

Use the History tab to audit alert activity and understand how often specific conditions are occurring.

Reports

The Reports section lets you generate summaries of your agent’s performance over a defined period. Reports are useful for:

• Sharing performance snapshots with stakeholders or leadership
• Monthly or quarterly reviews
• Tracking trends over time

Click Generate Report to create a new report. You can select the date range and the metrics to include.

Set up a high escalation rate alert as your first alert. Escalations are often the clearest signal that the agent is struggling with a specific topic—and catching them early lets you fix the issue before it impacts more users.