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Using Analytics & Monitoring

Guides on how to use the platform's analytics and monitoring features
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Alert Center

User permissions required: ‘Alerts Admin' to create, update or delete an alert


Please note: all users have 'View Alerts' permission by default and are able to view all alerts and issues. Each project's founding user has 'Alerts Admin' permission by default.



TABLE OF CONTENTS

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.



Example Issue triggered by an Alert

Quick Guide: How to set up an alert 


Step 1 - Permissions: Users need ‘Alerts Admin’ to create, modify and delete alerts. Please ensure that the appropriate 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 that you have access to within the tenant


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


Detailed Walkthrough: How to set up alerts


There are 2 types of alerts available: alerts linked to email volumes and alerts linked to average quality of service scores.  


  • Volume based alerts focus on communications volume monitoring. For example, number of exceptions or errors, or any instance of a specific high-risk event
  • QoS based alerts focus on service quality monitoring. For example, changes in the QoS score for our high-risk or high-value customers



To create an alert, click on the 'New alert' button in the Alerts page.




Alert details + matched verbatims example



For each alert, you need to specify:


  •  Relevant project
  •  Relevant dataset
  •  Alert name 
  •  Applicable filters: these are the same filters available in Explore or Reports (e.g. label filters or user property filters). If no filters are applied, the alert will be triggered on the entire dataset



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Alert configuration window


Now you can define the alert's conditions. 


Available conditions


Our Alerts functionality enables you to customise individual alert's conditions based on your business needs and objectives. 




Firstly, you can choose between the volume based or QoS based alerts:




Secondly, you can indicate your desired level of increase or decrease; and specify the exact value / percentage:







Thirdly, you can select your preferred time period: 



Finally, you can define your ideal comparison benchmark:




Please note: Each alert allows you to preview the issues it would trigger. This is particularly helpful when defining the specific conditions of the alert to ensure we are not creating an overly sensitive alert, or one that will never be triggered.  


Example: Quality of Service (QoS) alert


Our objective is to create an alert that gets triggered each time the average QoS score drops by 0.3 within a single day, compared to the long running average. 


  1. Select QoS alert in the dropdown list
  2. Select ‘has a decrease of more than’ in the dropdown list
  3. Type in ‘0.3’ in the free text field
  4. Select ‘1 day’ in the dropdown list
  5. Select ‘long running average’ in the dropdown list
  6. Click on 'Preview alert' button 
  7. Click on 'Create alerts' button




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Alert's conditions example



This particular alert would have triggered one issue in this period; and the issue is still ongoing. 




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Preview Issues window



How to edit or delete alerts


All existing alerts can be edited or deleted, by clicking on the pencil or bin icon next to its name.




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Edit Alert window


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


How to track and resolve issues triggered by Alerts


The platform will show you all identified issues, triggered by alerts, in the Issues page by default. However, you can filter on the Active or Resolved issues. Active issues is often used to track all unresolved issues, whereas Resolved issues enables you to keep an audit trail of all past issues. 



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Issues filter


 

Active issues can be marked 'resolved' once investigated and fixed. Resolved issues can be re-opened if needed.

Additionally, each issue contains relevant alert details, as well as all verbatims that match the alert. These can be accessed by clicking on the respective arrow icons.



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Issue example




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Alert details + matched verbatims example

 

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