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Overview

Live Sentinel is Talkdesk Live's monitoring and alerting system that enables proactive contact center management by automatically detecting when key performance indicators reach defined thresholds. This feature helps supervisors maintain optimal operational performance by providing immediate notifications when critical metrics require attention.
 

What is Live Sentinel?

Live Sentinel continuously monitors your Live widgets and sends real-time notifications when threshold values are reached. This automated alerting system ensures that dashboard owners are immediately aware of operational issues that could impact customer experience, such as service level drops, queue buildups, or agent availability concerns.

Key Benefits:

Immediate Awareness: Receive instant notifications when thresholds are reached

Proactive Management: Address issues before they impact customer experience

Reduced Operational Risk: Minimize missed alerts for critical contact center metrics

Dual Notification Channels: Stay informed through both workspace and email notifications

Getting Started

Prerequisites:

Talkdesk Live access with dashboard creation/editing permissions

At least one supported Live widget with threshold configuration

Active Talkdesk workspace session

Enabling Live Sentinel

Live Sentinel works automatically with your existing threshold-capable widgets. To set up monitoring and alerting:

Configure Widget Thresholds

Navigate to your Live dashboard

Select a supported widget
Configure threshold values in the widget settings

Automatic Monitoring Activation

Once thresholds are configured, Live Sentinel automatically begins monitoring

No additional setup or configuration required

Monitoring is active when you're logged into Talkdesk with the Live widget open

How Live Sentinel Works

Monitoring Process

Live Sentinel continuously evaluates your configured thresholds against real-time metric values. When a threshold is reached, the system immediately triggers notifications through multiple channels.

Notification Delivery
 

Current Monitoring Requirements (Phase 1):

You must be logged into Talkdesk

The Live widget must be open in your browser

Notifications are sent only to dashboard owners

Notification Channels:

Workspace Notifications

Appear as in-app notifications in your Talkdesk workspace

Provide immediate visual alerts without disrupting your workflow

Email Notifications

Sent to your registered email address

Include threshold details and metric information

Supported Widgets

Live Sentinel v1.0 supports threshold-based monitoring for the following Live widgets: