Managing System-wide Alerts on the Mindful Platform

Opting in to Receive System-Alert Emails

You can subscribe to receive email alerts on the Email Settings screen.

Quick access: Your username > Email Settings

A message is sent when an alert is triggered, unless the following occurs:

An alert message has already been sent in the last 30 minutes for an event type on the same Call Target, or...

A user has acknowledged the event type which will suppress email notifications for 24 hours for that event type on that Call Target.

View Notifications in the UI

Click the bell icon in the top navigation bar to see the Alerts page.

The Alerts page shows a complete list of notifications awaiting acknowledgment.

To acknowledge alerts and remove them from the active list:

Click Acknowledge to remove an individual notification from the page.
Click Acknowledge all to remove all currently active alerts from the list, or Acknowledge all on this page to do the same for only the currently visible page.

You also have the option to Show Acknowledged alerts to review previous notices.

NOTE

All users of Mindful Callback (Admins, Managers, and Viewers) can view alerts. However, only Admins and Managers can acknowledge and clear alerts.

Alert Messages

The following actions will trigger an alert notification:

Message	Scenario	Result
Agent did not answer call	Occurs during an Agent First callback when the agent did not press 1 to connect with the caller	The call will disconnect causing the callback to terminate.
DisconnectRescue	Occurs during a Customer First callback when the agent does not press or say 1 and disconnects the call	The caller is bridged into a new call to be answered by another agent.
PriorityQueueTimedOut	Occurs during a Customer First callback (with Wait for Live Agent enabled) when the caller's time waiting in the priority queue exceeds the timeout setting	The call will continue as if an agent is available to be connected. If an agent is not available, the customer will wait on hold until one becomes available. When an agent does become available, the call will be connected.
Call center did not answer call	Occurs when a callback is sent to the Call Center Phone Number and is not answered	The failover count for the Call Center Phone Number will increase by one. When 20 failures have accumulated, the next callback will be sent to the Custom Failover Phone Number, if configured.
Call center failover attempted	Occurs when a callback is delivered to the Custom Failover Phone Number rather than the Call Center Phone Number	The system will continue to deliver callbacks to the Custom Failover Phone Number until the failover count is cleared.
Call center failover did not answer call	Occurs when a callback is sent to the Custom Failover Phone Number (if configured) and the call is not answered	If both the Call Center Phone Number and Custom Failover Phone Number do not answer calls, then callbacks cannot be delivered to agents.
Hold number did not answer call	Occurs when a callback is sent to the Choose Hold Phone Number and is not answered	If a Choose Hold Failover Phone Number is configured, the system will make an attempt to that number next.
Hold number failover attempted	Occurs when a callback is sent to the Choose Hold Failover Phone Number	The system will switch back to the Choose Hold Phone Number for the next customer that chooses to hold.
Hold number failover did not answer call	Occurs when a callback is sent to the Choose Hold Failover Phone Number (if configured) and the attempt fails	If both the Choose Hold Phone Number and Choose Hold Failover Phone Number do not answer calls, then customers cannot be transferred to a holding queue.
*Smart Rule <name>* failed to execute because <reason>**	Occurs when a Smart Rule condition is met, but the associated action cannot be completed The alert will describe the action that was attempted and the reason it could not be completed	The Smart Rule action will not be completed, and configuration changes may need to be made.

Message

Scenario

Result

Agent did not answer call

Occurs during an Agent First callback when the agent did not press 1 to connect with the caller

The call will disconnect causing the callback to terminate.

DisconnectRescue

Occurs during a Customer First callback when the agent does not press or say 1 and disconnects the call

The caller is bridged into a new call to be answered by another agent.

PriorityQueueTimedOut

Occurs during a Customer First callback (with Wait for Live Agent enabled) when the caller's time waiting in the priority queue exceeds the timeout setting

The call will continue as if an agent is available to be connected. If an agent is not available, the customer will wait on hold until one becomes available. When an agent does become available, the call will be connected.

Call center did not answer call

Occurs when a callback is sent to the Call Center Phone Number and is not answered

The failover count for the Call Center Phone Number will increase by one. When 20 failures have accumulated, the next callback will be sent to the Custom Failover Phone Number, if configured.

Call center failover attempted

Occurs when a callback is delivered to the Custom Failover Phone Number rather than the Call Center Phone Number

The system will continue to deliver callbacks to the Custom Failover Phone Number until the failover count is cleared.

Call center failover did not answer call

Occurs when a callback is sent to the Custom Failover Phone Number (if configured) and the call is not answered

If both the Call Center Phone Number and Custom Failover Phone Number do not answer calls, then callbacks cannot be delivered to agents.

Hold number did not answer call

Occurs when a callback is sent to the Choose Hold Phone Number and is not answered

If a Choose Hold Failover Phone Number is configured, the system will make an attempt to that number next.

Hold number failover attempted

Occurs when a callback is sent to the Choose Hold Failover Phone Number

The system will switch back to the Choose Hold Phone Number for the next customer that chooses to hold.

Hold number failover did not answer call

Occurs when a callback is sent to the Choose Hold Failover Phone Number (if configured) and the attempt fails

If both the Choose Hold Phone Number and Choose Hold Failover Phone Number do not answer calls, then customers cannot be transferred to a holding queue.

Smart Rule <name> failed to execute because <reason>

Occurs when a Smart Rule condition is met, but the associated action cannot be completed
The alert will describe the action that was attempted and the reason it could not be completed

The Smart Rule action will not be completed, and configuration changes may need to be made.

Alerts

Opting in to Receive System-Alert Emails

A message is sent when an alert is triggered, unless the following occurs:

View Notifications in the UI

Alert Messages

What's Next