Speech Analytics alert rules and triggers
Alert rules are used to define events that generate alerts to specified users or targets. For Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions., you can configure alert rules for the organization and the employees in the organization.
Speech Analytics alert rule types
Speech category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. alert rules include the following:
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Speech Category Hit Alert: triggers notifications when interactions match the criteria defined for a category.
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Speech Analytics Category Volume Change: triggers notifications when a speech trend Feature in Speech and Text Analytics that helps users identify changes in customer communication with the contact center, understand any emerging tendencies, and pinpoint any significant events that may require close attention. exceeds a defined threshold set for category trend results.
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Speech Analytics Category Trend Change: triggers notifications when a speech category (active
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Speech Analytics Term Trend Change: triggers notifications when a term One to five words that are meaningful to a specific type of business, or phrases that stand out in interactions in Speech and Text Analytics. exceeds a defined speech threshold set for the Term Trend results.
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Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. Analytics Export Notifications: triggers notifications about transcriptions that were exported in the defined time interval
Alert frequencies
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Speech category alerts are triggered on an hourly basis. For the Speech Category Hit Alert rule, the initial notification includes all the interactions until that point in time. Subsequent notifications include the incremental number of interactions for that hour.
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Term Trend alert is triggered on a nightly basis.