Notifications in the analytics platform help users stay informed about important events or conditions based on custom-created rules.
You can configure alerts for various triggers, such as when a specific phrase or keyword is used in a call, when a metric crosses a defined threshold, or when other custom conditions are met.
Notifications can be delivered through a Webhook API, a push event, or an email, depending on your configuration.
Creating Notifications
Users and admins can configure notifications for events such as low customer sentiment, missed KPIs, license expiries, or system warnings.
To set up notifications:
On the Analytics page, click Notifications icon.
Click Management tab.
Click New Notification and select Analytics.
Enter the notofication name in the Name box. For example, Cancel Notification.
Note
You can either go through step-by-step or you can click Skip to Review and enter all the details together.
Select the any of the following types from the Type drop-down list and then click Next: Window.
Type
Description
AudioDuration
Notifies when the call audio duration is longer or shorter than the configured limit.
Overtalk
Notifies when the percentage of overlapping speech exceeds the defined threshold.
Silence
Notifies when the period of silence is above or below the specified duration.
CallSentiment
Notifies when the overall call sentiment crosses the defined threshold.
CallerSentiment
Notifies when the caller’s sentiment score meets the set value or changes abruptly.
AgentSentiment
Notifies when the agent’s sentiment score reaches the defined level.
Keywords or Phrases
Notifies when a specific keyword or phrase is detected in the call transcript.
On the Notification Window Configuration page:
Select the type of window in which notification validation should be skipped after a notification is triggered.
The window can be defined based on either a time interval or a number of interactions.If you select Interval, enter the duration (in hours) in the Hours field.
If you select Interactions, enter the number of calls in the corresponding field.
Click Next: Trigger.
On the Trigger Configuration page:
From the Level drop-down list, select any of the following levels:
Info
Warning
Critical
From the Condition drop-down list, select the required condition. For example, if you selected the Keywords or Phrases type and choose the IN condition, this means that if the specified keyword or phrase is found, the trigger is activated.
Note
The available conditions are displayed based on the type selected on the Notification Configuration page.
In the Trigger value (Keyword) box, enter the value and click Add. For example, enter cancel, do not want, or had enough.
If any conversation includes these phrases, the notification is triggered.In the Trigger Threshold (%) box, enter the threshold percentage. For example, if you set the threshold to 70, the trigger is activated when the condition is met in 70% of the calls.
Click Notify Trigger to send notifications through webhooks endpoints or email. If you do not select this option, the notification is only added to the Activity Log.
You can set up to three trigger conditions. Click Add Trigger and follow steps a to e.
Click Next: Cooldown.
On the Notification Cooldown Configuration page, enter the cooldown period in minutes, the duration for which the system should wait before checking for the next set of triggers.
The minimum allowed value is 30 minutes.
Click Next: Actions to proceed.
In the Recipients page, select one or more of the following where you wish to receive notifications and then click Next: Filters:
Webhooks: Enter the webhook endpoint.
Email Recipients: Enter the email recipients.
Tag: Select one or more tags that you wish to attach to the notification that has to be triggered.
(Optional) On the Filters page, select the required Filter Type.
Click Review. All the selected options are displayed.
After reviewing the options and selected values, click Save.