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Status Functionality already exists
Workspace OMS - Call Center
Created by Guest
Created on May 20, 2022

Built in alert filtering

In the new UI we would like an easy way to filter alerts so that specific regions or users can see relevant alerts without having to sort through a lot of irrelevant alerts.

What is your industry? Retail
How will this idea be used?

This would allow users to more easily sort through alerts by filtering out the irrelevant alerts

  • Guest
    Sep 14, 2022

    Thanks Jason! We are using option 2 now and it sounds like it will be OOTB with the new UI so this enhancement can be closed.

  • Admin
    Jason Cheng
    Sep 12, 2022

    Hi Jake,

    After talking to our dev team, here is another update.

    Currently, OMS has filtering capability on (1) the type of exception (2) the organization/business for which the alert was created on (3) queue capability. In our previous discussion, I suggested using different queues for alerts from different regions, then you can assign users to certain queues. However, this approach is not preferred by your team.

    Just to clarify, if the enterprise code is the same as the organization/business, you may leverage option 2 here. Please evaluate with Brooks engineering team.

  • Guest
    Jul 14, 2022

    From our developers: "We had discussed earlier. It will require customization on every single alert to add the condition on enterprise code and decide the alert queue name." This means it would include a substantial amount of dev work to enable filtering like this. We would like to pursue a different solution that would reduce the amount of overhead and dev work if we were to enable this filtering.

  • Admin
    Jason Cheng
    Jul 12, 2022

    Hi Jake,

    For the alert filtering, if you create separate queues for different regions, e.g. send_invoice_failed_NA, send_invoice_failed_AMEA, would it work for you?

  • Guest
    Jul 11, 2022

    I saw this was moved to needs more information. Can I provide anything that will help you better understand this ticket?

  • Guest
    Jun 24, 2022

    I apologize for the delay. I just recently realized all responses to me were going to junk mail.

    Please see the attached screenshot. We also did a customization in the current UI to add in the enterprise. In the new UI we would like that to be OOTB.

  • Admin
    Jason Cheng
    Jun 8, 2022

    Hi Jake,

    Can you share how you set up the current alert queues? Dev suggested creating separate queues for diff regions, then users can subscribe to different queues.

  • Admin
    Jason Cheng
    May 30, 2022

    Hi Jake,

    Can you please provide a few business use cases? Also, include what are the criteria of the alert filtering you are looking for.