You can configure SpeechMiner to send email alerts to specified people when groups of calls have certain unusual or significant characteristics. For example, you can check for changes in the number of calls containing caller agitation, or how many calls each agent handled per week.
The following types of alerts are available:
Change, Threshold, and Trend alerts are generated by the system once a day. That is, at a set time every day, the system checks the preceding day's data to see which of the alert conditions were met, and sends notifications for those alerts that were generated. On Event Alerts are generated whenever their conditions are met. The same On Event alert could be generated multiple times in the same day, if the conditions were met multiple times.
The Alerts screen opens and displays a list of the currently defined alerts.
The Alert Type dialog box opens.
An Alert Parameters window opens. The fields vary slightly depending on the type of alert you selected.
| Field | Description |
|---|---|
| Agent (Not available in Threshold Alerts) | If you want to limit the alert to calls that were handled by particular work groups or agents, open the Agent list and add the work groups and/or agents to the list of selected agents.
For additional information about using the Agent multi-melect box, see Defining Search Criteria. |
| Categories/Topics | If you wish, you can limit the alert to calls that belong to particular categories or that contain particular topics. To do this, in the drop-down list, select either categories or topics, and then, select the relevant categories or topics in the drop-down list to the right. For additional information about using the Agent multi-melect box, see Defining Search Criteria. |
The fields vary depending on the type of alert.
| Field | Description |
|---|---|
| Change Value | Enter the percentage of calls or the number of calls that should activate the alert. For example, if you want the alerts to be sent out when the number of calls that match the conditions during the current time period is 20% lower this week than it was last week, enter 20. Alternatively, if you want the alerts to be sent out if the number of calls matching the conditions during the current time period is lower by 100 this week than it was last week, enter 100. |
| Calls / % | If the Change Value is a number of calls, select calls. If it is a percent change, select %. |
| Time Period | In the first field, enter the quantity of days, weeks, or months to include in each time period. For example, if the time period is two weeks, enter 2. In the second field, select the type of time period: day(s), week(s), or month(s). |
| Threshold Position | In the first field, select Above if the threshold you want to define is above a specified value, or Below if it is below a specified value. For example, if you want the alerts to be sent out if the percentage of calls matching the conditions during the current time period is greater than 20%, select Above. Similarly, if you want the alerts to be sent out if the number of calls matching the conditions during the current time period is greater than 100, select Above. In the second field, enter the threshold value (e.g., 20 for 20% or 100 for 100 calls). |
| Calls / % | If the Threshold Position is a number of calls, select calls. If it is a percent change, select %. |
| Time Period | In the first field, enter the quantity of days, weeks, or months to include in the current time period. For example, if the time period is two weeks, enter 2. In the second field, select the type of time period: day(s), week(s), or month(s). |
| Trend Direction | Select Up if you want the alerts to be sent out when an upward trend is identified, or Down if you want to find downward trends. For example, if you want to be notified of an increasing number of calls involving agitated callers, select Up. Alternatively, if you want to be notified when there is an apparent decrease in calls about a particular Topic, select Down. |
| Time Period | Enter the quantity of days, weeks, or months to include in the trend test. For example, if you want to test for monthly trends over the past six-months, enter 6. |
| Consecutive | Select the type of time period: day(s), week(s), or month(s). For example, if you want to see trends over the past six months, comparing month to month, select month(s). |
| Send alert when | Enter the number of calls in which the event must occur before an alert is sent. |
Preset Views
Monitor System
Manage Call Queue
Purge System
Manage Cache
Interactions Administration
System Configuration
System Alerts
The alert parameters window opens.
To remove an individual user name or email address from the list of recipients, select it in the list and then click Clear.
Preset Views
Monitor System
Manage Call Queue
Purge System
Manage Cache
Interactions Administration
System Configuration
System Alerts
You are prompted to confirm that you want to delete the selected alerts.
The selected alerts are deleted.
Preset Views
Monitor System
Manage Call Queue
Purge System
Manage Cache
Interactions Administration
System Configuration