Alert management

IBM® Sterling™ Call Center enables customers to manually create, view, search and manage alerts.

Create alerts
Typically, alerts are generated by the system. However, a user can also create alerts manually. A manager can assign a special task to a user; a user notices a problem that is not identified by the system or a customer wants the user to take specific actions on an order. In such scenarios, users must be allowed to create alerts.
View alerts
Alerts are raised to notify the users of the certain important tasks. The users must have quick access to alerts immediately after they log on to the application.
Search for alerts
Users must access alerts to follow up and work on pending tasks. The users must be able to search, resolve, assign, manage the alerts, and so on.
Manage alerts
Users might want to view the details such as the date when an alerts were raised, type of alert, alert status, and the follow-up date for a particular order. In such situations, users must be able to view and modify an alert.

Parent topic: Introduction