Metric alerts
Rules that watch a call metric across many calls, plus the record of every fire.
A metric alert watches a number across many calls rather than reacting to one. They live on the Alerts page in the workspace sidebar, alongside a record of everything that has fired.
Rules are evaluated every fifteen minutes. One rule fires at most once an hour so a bad run does not flood your channels.
Build a rule
Choose New alert on the workspace Alerts page, then take a pre-built alert from the catalogue or build your own:
- Metric. What to watch, from the shared metric catalogue.
- Name. Used as the title in the alerts table and in Slack.
- Scope. All agents, or one.
- Alert type. Trend fires when the metric drifts away from its usual level. Threshold fires when enough recent calls cross a value you set.
- For a trend rule, pick a sensitivity: Conservative catches only large shifts, Balanced suits most metrics, Aggressive fires quickly on small shifts. Then pick a direction: both, up only, or down only.
- For a threshold rule, pick a condition (above a value, below a value, or outside a range), the value or values, how many recent calls must breach it (Min breaches), and how many calls to look back over (Window).
- Delivery, and optional From name, Email subject and Email heading overrides.
Setting a threshold value
Alert type: Threshold
Condition: Below 0.8
Min breaches: 5
Window: 20 callsWatch the hint under the value field: some metrics are stored as a fraction (0 to 1) even though the product shows them as a percentage.
When a trend rule stays quiet
A trend rule stays quiet until it has enough calls to establish a baseline, and while the metric has no spread to measure.
Where a fire is delivered
- Dashboard only records the fire without sending anything.
- Email goes to the addresses on the rule, from
notifications@meddle.sh, with the reason, metric, observed value, baseline, and a link to the triggering call. - Slack posts to an incoming webhook you connect under Delivery settings, with the same detail and a Go to call button.
Built-in notifications
Five built-in rules sit alongside your own, grouped as Built in. Their thresholds are fixed. All five start off.
| Notification | Watches for |
|---|---|
| No calls in 24 hours | An agent that normally gets calls goes 24 hours without one. |
| Frequent caller | One number calls the same agent five or more times in an hour. |
| Transfer spike | An agent hands off three or more calls to a human within an hour. |
| Call spend approaching limit | Monthly call usage reaches 80%, then 100%, of the call spend limit. |
| Agent goes live | An agent is published for the first time or assigned a phone number. |
Each keeps its own recipient list. Leave the list blank and it goes to the workspace owner. Removing a built-in row returns it to the New alert catalogue and resets its recipients and wording. Switching it off keeps both.
Dashboard reports
Two more rows, grouped as Reports, email the dashboards you have flagged for the daily report. Daily report goes out each morning and Weekly summary is a seven-day digest sent on Mondays.
Their schedule is fixed. Unlike call summaries, they are not per-agent and there is only one of each.
Reviewing what fired
The workspace Alerts page opens on a review band, scoped by a 24h, 3d or 7d toggle. It shows total fires, unique alerts fired, the top firing alert and an activity chart, plus one row per fire with its reason and a link to the triggering call.
Inside one fire
Opening a fire shows the full reason, when it fired, the observed value, the baseline, the measurement window, and delivery status (Sent, Failed, Skipped or Pending).
Below that is the rule's fire history for the last seven days. Once a rule has fired at least three times recently, Summarise groups those fires into a headline and a few themes.
To stop a noisy rule, retune it or switch it off.