--- title: "Thresholds & Notifications" slug: "thresholds-notifications" description: "Automatic notification of certain conditions in the contact center." updated: 2025-09-19T16:20:55Z published: 2025-09-19T16:20:55Z canonical: "docs.voiso.com/thresholds-notifications" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Thresholds & Notifications **Who should read this article**: Administrators, Supervisors Administrators and supervisors can be automatically notified when certain conditions are met in the contact center, such as a metric reaching a certain threshold. Agents can be notified when messages are directed to them or they are added to a campaign. ## Introduction Voiso helps you to keep up to date with important events in your contact center by sending you email and on screen messages. Voiso saves you time by alerting your agents automatically when they are added to a campaign. This article presents a guide to the ways that you can take advantage of automatic notifications in your contact center. ## Real-time dashboard alerts The Voiso [Real-time dashboards](/v1/docs/reporting-real-time-dashboard-overview) provide continuous monitoring of different aspects of your contact center performance. The following widgets include notification features to alert you when certain conditions or events occur. ### Redial Counter The **Redial Counter** widget in the **[Agent Monitoring](/v1/docs/reporting-agent-monitoring-overview)** real-time dashboard presents a list of all agents who have redialed a phone number more than a specified number of times during their shift. This information can alert you to contact numbers that might be problematic. For example, the contact might be blocking the agent's [Caller ID](/v1/docs/outbound-caller-id-risk-check). You could change the Caller ID to assess whether the Caller ID is the issue or whether there is a problem with the contact's number. Click any phone number in table to view its statistics in the [Call Detail Records](/v1/docs/call-detail-records). ![Reporting Real-time Dashboard Redial Counter Widget](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Real-time%20Dashboard%20Redial%20Counter%20Widget.png) Click the check mark on the right side of the alert row once you have reviewed the issue. The entries are removed from the table when an agent logs out or their shift ends. To review historical records of agent redialing, use the **[Redial Counter](/v1/docs/reporting-redial-counter)** historical report. ### Agent List keyword threshold The Voiso [Keywords](/v1/docs/administration-keyword-groups) and [Speech analytics](/v1/docs/administration-system-settings#speech-analytics) features use Voiso speech recognition technology to process call audio recordings into a text transcript of the call. You can specify **Thresholds** for the number of times a keyword from a keyword group is spoken – when the threshold value is exceeded, the value for the keyword group is colored red in the **Agent List** table to alert you. ![Keyword Groups Agent List Red Highlighting Over Threshold](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Keyword%20Groups%20Agent%20List%20Red%20Highlighting%20Over%20Threshold.png) ### Agent List Talk Time color coding For agents handling calls, you can change the color of the display of agent status in the **Agent List** widget to highlight calls with talk time that exceeds different thresholds Use the **Edit Agent List** panel **Color-coding** tab to enable additional status color coding in the **Status** column of the **Agent List** widget table. ![Reporting Agent List Talk Time Color Coding Settings](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Agent%20List%20Talk%20Time%20Color%20Coding%20Settings.png) Click **Enable additional color codes** to apply the following colors to agent status color codes: - **Blue** if talk time on a call exceeds 2 minutes. - **Dark green** if talk time on a call exceeds 5 minutes. - **Black** if talk time on a call exceeds 20 minutes. ![Reporting Talk Time Alert Color Coding Final](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Talk%20Time%20Alert%20Color%20Coding%20Final.gif) ## Keyword conversation flagging When [Speech Analytics](/v1/docs/speech-analytics) is enabled in your contact center and assigned to agents, you can review call transcripts in the **[Call Detail Records](/v1/docs/call-detail-records)** page to review keyword use. Keywords in each group are highlighted in the transcript. ![Keyword Group Keyword Highlighting Masked](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Keyword%20Group%20Keyword%20Highlighting%20Masked.gif) Use this feature in conjunction with the **[Agent List](/v1/docs/thresholds-notifications#agent-list-keyword-threshold)** real-time dashboard widget. When an agent is flagged in the widget, use the **Call Details Record** page to review their call. ## Email alerts Many Voiso features can be configured to send you emails when certain conditions occur or thresholds are reached. ### ASR By Caller ID By Country widget The **ASR By Caller ID By Country** real-time dashboard widget enables you to monitor the answer-seizure ratio (ASR) of your contact center in real-time. You can also configure this widget to send you an email alert as soon as the ASR drops below a value that you specify. In the **Edit ASR By Caller ID By Country** panel, **Alerts** tab, specify one or more email addresses to which an alert is sent if the ASR value falls below the **[Minimum answer ratio](/v1/docs/reporting-calling-number-monitoring#general)** threshold. ![Reporting Real-time Dashboard ASR By Caller ID By Country Widget Alerts Tab](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Real-time%20Dashboard%20ASR%20By%20Caller%20ID%20By%20Country%20Widget%20Alerts%20Tab.png) A higher ASR indicates a higher success rate in connecting with called parties. A lower ASR may indicate issues such as call congestion, network problems, or unsuccessful call attempts due to various reasons, including busy signals, call failures, or unanswered calls. When your ASR is low, the first thing to check is whether your Caller IDs are blocked or are not compatible with the destination. ### Voicemail If your Inbound [Flow](/v1/docs/flow-builder-voicemail) includes directing calls to Voicemail, you can also choose to have the voicemail recording delivered to one or more email recipients. This ensures that voicemail recordings can be reviewed when agents are not available to handle calls. ### Scheduled historical reports Voiso enables you to create [reports](/v1/docs/reporting-historical-reports) about many aspects of your contact center. Each report includes an option to [schedule regular historial reports](/v1/docs/reporting-historical-reports-overview#scheduled-reports) that are emailed to one or more specified email addresses. ### Billing balance alert For administrators with access to the Voiso **[Billing](/v1/docs/administration-billing)** feature, in the **My account** tab you can set a dollar value for the **Low balance alert** feature. If your accout balance falls below the low balance threshold, an email is sent automatically to the billing email addresses stored in the **Billing information** section. ## Agent Panel notifications Notices about dialer campaigns are displayed to agents when they are added to a campaign, leave a campaign, and when they are removed from a campaign. ### Added to campaign ![Dialer Agent Added to Campaign](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Agent%20Added%20to%20Campaign.png) ### You have left the campaign ![Agent Panel Leave Campaign Dialer Waiting](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Leave%20Campaign%20Dialer%20Waiting.gif) ### You have been removed from a campaign ![Agent Panel Removed From Campaign Notice](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Removed%20From%20Campaign%20Notice.gif) ## Broadcast messages Supervisors and administrators can [send messages](/v1/docs/messaging-broadcast-messages) to teams. The message is immediately displayed in the top right corner of the Voiso application. If a message is sent while a user is logged out, it is displayed to the user as soon as they sign in. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Messaging%20Receiving%20a%20Broadcast%20Message%20Zoom.mp4) CID. The identification phone number used for an outbound call. The number that is displayed to the call recipient. CIDs might become flagged by phone network providers if they are reported as SPAM or fraudulent. The recognition and translation of spoken language into text by a computers. One of the main benefits is making a conversation searchable and subject to manual and automatic analysis. The Voiso Speech Analytics feature uses speech recognition to generate a speech-to-text transcript of call recordings that include sentiment analysis with keyword recognition and highlighting. ASR (Answer Seizer Ratio) is a telephony metric that measures the percentage of successfully connected outbound calls. It is calculated as: **ASR = (Answered calls ÷ Total call attempts) × 100** A higher ASR generally indicates better call quality, routing, or list effectiveness, since more dialed calls reach a person or endpoint. A type of interaction, such as a voice call, initiated by a contact, such as phoning a contact center number. Also, an agent metric: the duration an agent was in the **Inbound** status after login. Sometimes abbreviated as VM. An electronic system that stores voice messages from telephone callers. Voicemail can also refer to a spoken message left by a caller on a voicemail system. In the Voiso contact center, calls can be directed to voicemail when no agents are available to answer the call. ## Related - [Broadcast messages](/messaging-broadcast-messages.md) - [Agent Panel](/agent-panel.md) - [Call Detail Records](/call-detail-records.md) - [Historical Reports](/reporting-historical-reports.md) - [Real-time dashboard](/reporting-real-time-dashboard.md)