Creating a manager alert
This video shows an example scenario in which a support center manager creates an alert to notify her when abusive language is used by a customer or CSR during an interaction.
The customer calls the support center and angrily states that his disputed charge case is still unresolved. In his frustration he uses abusive language. The customer service manager receives alerts on abusive language so that she has the option of intervening in the live call or discussing it with the CSR after the call is completed.
Transcript
The manager creates an alert in the Voice AI channel.
In the navigation pane of App Studio, click Channels.
In the Current channel interfaces section, select the Voice AI channel interface in which you want to create a manager alert.
On the Configuration tab, in the Manager alerts section, click Add manager alert.
To select the trigger that you want to use for the alert, in the Create manager alert dialog box, in the Select alert type list, select Entity, and then select Abusive. This entity is pre-configured to identify language that the support center considers abusive or that should be reviewed by a manager.
In the Message field, enter the message that you want the system to show to supervisors for the alert.
Click Submit.
Save your updates to the channel configuration by clicking Save.
Consider the following scenario to see how the manager alert works with a live call.
Bob is a CSR who handles inquiries about credit and finance issues. Bob logs in to the Interaction Portal. He has an incoming call from a customer, John Brown. Bob accepts the call and asks how he can help.
[Bob] How can I help you today Mr. Brown?
[John] I reported an invalid charge on my card weeks ago and have not seen any change to fix the issue – this is a sh** show! a real sh** show!
The customer service manager, Audra, receives a manager alert triggered by the customer's abusive language. She clicks to view the live transcript of the interaction. Audra could join the call to help Bob with the situation, or quietly send Bob a message with her advice. She decides to wait and discuss the issue with Bob after he finishes the interaction.
- This demo has concluded. What did it show you? How to create a manager alert
- How a manager can respond to an alert
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