Alerts notify supervisors when which of the following occurs?

The selection indicates that alerts are designed to notify supervisors when statistics fall outside of specified thresholds, which is essential for effective management and operational oversight within a contact center environment. This functionality ensures that supervisors can take proactive measures to address any potential issues affecting performance or service levels.

When statistics exceed or drop below defined levels—such as average handling time, service levels, or other critical KPIs—it indicates a deviation from expected performance. By alerting supervisors about these deviations, organizations can achieve timely interventions, ensuring that resources are realigned, coaching is provided, or that necessary adjustments are made to meet service goals.

This capability is particularly vital in dynamic environments where performance can fluctuate rapidly, and immediate visibility to changes is crucial for maintaining operational efficiency and customer satisfaction. Managing statistics effectively ensures that the workforce is meeting demand and provides supervisors a comprehensive overview of performance that can guide decision-making.