Configuring Proactive Engagement

Configure Proactive issue detection rules and resolutions so that employees can self-solve digital issues seamlessly.

Configuration overview

The Proactive Engagement application helps you to configure and provide instructions as remedial actions. These remedial actions act as self-help instructions to resolve their digital issues proactively.

• Setting up Proactive Engagement
  Setting up Proactive Engagement enhances the issue resolution capabilities of the organisation to help employees resolve their digital experience issues.
• Configuring Proactive Engagement resolutions with DEX
  Metric rules help the organization by setting the criteria and trigger alerts when the device or the application monitored deviates from the specified metrics.
• Configuring Email as a notification channel for Proactive Engagement
  Email notification is one of the notification channel along with Desktop assistant and Virtual agent when you choose self-help instructions or URL as the resolution type.
• User Criteria Settings
  User criteria settings details the settings in Proactive Engagement to group the users for certain conditions.