How do I use Real-time QA alerting?
Real-time QA Alerts allow you to proactively notify agents during live conversations based on specific topics or keywords. This guide walks you through the end-to-end process of creating, customizing, and managing real-time alerts.
1. Setting up real-time alerts
2. Manage Your Alerts
3. Create and Manage Real-time QA Topics
4. Viewing Alerts in Conversations
5. Review Your Alerts
1. Setting up real-time alerts
Create a New Alert
Navigation Prompt
Go to Settings > Manage my alerts > Navigate to real-time tab
Existing alerts will be displayed in an overview table - to create your first real-time alert click the create new alert button.
A guided three-step process helps you set up your alert;
Step 1: Basic Information
Enter the following information:
Alert Name – A unique name for your alert.
Description – A short explanation of the alert’s purpose.
Priority – Determines the alert’s color coding in the QA widget.
High= Red
Medium= Yellow
Low= Blue
Step 2: Alert Trigger
Select the Real-Time Insight Topic that will trigger the alert.
Use an existing topic: All active topics appear in the dropdown menu.
Create a new topic: Click Create Real-Time Topic. The Create New Topic panel opens where you can define keywords or terms.
ℹ️ Note: Real-time QA topics only trigger alerts within the Real-time QA widget.
Step 3: Alert Message
Write the message agents will see when the alert is triggered. This message should guide the agent on how to respond.
Maximum: 180 characters (an error appears if you exceed the limit).
The preview on the right shows how the alert will appear in the widget.
Click 'Create Alert'.
The alert will be created in an 'inactive' state. This gives you control on when to make the alert live and offer an opportunity to manage and refine your Real-time topic if required.
2. Manage Your Alerts
Under the Real-time alerts tab you'll see an overview of your created alerts.
Table headers | Explanation |
Alert name | Name created for your alert |
Insight topic | Name of the topic attached to the alert |
Creator | First name and Surname of user who created the alert |
Created | Date the alert was created |
Last Triggered | Date the alert was last trigger on RTQA |
Times triggered | A count of the number of times the alert has been triggered |
Status | Alert status: |
Actions Menu | Actions to manage your alerts: edit, update status, delete and manage topic |
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Actions
Activate/Deactivate
Alerts are created in an inactive state so you can control when you want to set this live. Active alerts can be deactivated if the alert is no longer in use.
Edit
You can edit the basic details of the alert - name, description, alert messaging and priority can be amended.
Delete
To permanently delete an alert you can select the delete option
Manage topic
Real-time insights topics can only be created from the alert settings page. You can test, edit and manage the topic from the manage topics screen, click manage topic to be redirect the to the manage topics page.
Alert Limits
There is a limit of 10 active alerts that can be set up. Additional alerts can be created, but only 10 can be live at any time.
If there are 10 active alerts, the 'Activate' option will be disabled for the eleventh instance.
3. Create and Manage Real-time QA Topics
Create a new insight topic
You can create Real-time QA insight topics from the alerts page. From the Alert Trigger section, click on 'Create real-time topic'.
The create Real-time QA insight panel will open. The alert name and description will be used to pre-populate the topic name and description, these can be edited if you have alternative details you'd like to use.
The Real-time QA topic is a text analytics insight topic. You can configure the query terms for this topic that will be used to trigger the alert. When the defined speaker says any of these terms the alert will be triggered. Once you save the details of your topic, the topic will be set to active so it can be used against the alert you are creating.
If you'd like to test or make any changes to the topic you can action this from the manage topic page.
4. How Alerts Appear in Conversations
When triggered, the related utterance is temporarily highlighted and the alert is displayed as a banner in the Real-time QA widget.
Agents can:
Click the eye icon to highlight the associated utterance.
Dismiss banners to clear them from view
If the same alert is triggered multiple times, a count will appear within the banner. Where multiple alerts are triggered in a single conversation the banners will stack on top of each other, with the latest occurrence on top.
5. Review Your Alerts
Navigate to the alerts tab to review triggered alerts within a given conversation. Click 'View in transcript' link to review the utterance relating to the alert. If the alert was triggered multiple times you can view each utterance.