User permissions required: ‘Alerts Admin' (to create an alert), or 'View Alerts' to view alerts and issues
What are Alerts?
The platform provides real-time alerting capabilities, allowing users to define issues that impact their clients, processes and service quality, and be alerted each time they occur ( e.g. risk events, client complaints, long-running issues, breaks, etc.). These notifications are currently available on the platform only (API integration will be available soon).
This functionality has many useful applications, including (but not limited to):
- Communications volume & Quality of Service monitoring
- Prioritisation & resolution of issues as soon as they occur
- Triggering downstream automation
- Keeping an audit trail of resolved issues & tracking of unresolved issues
The Alerts feature gives users the visibility into the recurring or high-risk issues within their communication channels. It also enables them to monitor unresolved issues and once the issue is fixed, mark them as resolved.
What is Alert Centre?
Alert Centre (within the admin console) houses both the Issues and Alerts pages. Once set up, alerts trigger issues when their criteria are met, and these are tracked in the Issues page.
Active issues will track how many times an alert was triggered whilst the issue remained unresolved. When an issue has been investigated and addressed, it can be marked as resolved. If the alert is triggered again in future, a new issue is created.
How to set up an alert
Step 1 - Permissions: Users need ‘Alerts Admin’ to create, modify and delete alerts and ‘View Alerts’ to view alerts and issues raised by them. Please ensure that the appopriate permissions have been assigned.
Step 2 - Go to the Alert Center (accessible via the Admin console). Alerts are created and updated in the Alerts page within Alert Centre
Step 3: Link your alert to dataset(s). Alerts are linked to a primary dataset (to determine label filters available) and then any number of additional datasets within the selected project
Step 4: Select your alert type. Current alert types are for volume changes, or changes to average quality of service scores
Step 5: Select your filters. All the usual filters can be applied to determine which verbatims are in consideration for each alert
Example of an Alert being set up
Alert previews: When setting up alerts, users can preview how many times the alert would have been triggered in a past time period, e.g. 6 months
Tracking and monitoring
We can use QoS within the following Communications Mining product features:
- Issues page: This page tracks all active unresolved issues, and past resolved issues (providing an audit log of past issues)
- Resolving issues: Active issues will count the number of times the issue has been triggered so far, and once addressed can be marked as resolved by an alerts admin
- Explore examples: When an alert triggers an issue, the issue card allows user to click into examples of verbatims causing the alert to trigger the issue, enabling investigation and resolution
- In-platform: Currently issues are only tracked in-platform, but will be available via API soon
What does it look like when an alert is triggered?
Example issue triggered by an alert
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