Genesys Cloud - Main

Hi there,

The community has been so helpful in getting me informed on alert rules.

I'm wondering if there's an alert I can create in the system (preferably live time) for anytime a customer uses the word potential spam or spam risk..

Ideally, we would like to be notified or have a view on how many customers are recognizing our calls as spam or use it in specific phrases.

Not for live time, when it happens.

New functionality was added the beginning of September which allows you to configure a Trigger (sorry, not an Alert Rule) which watches for a specific Topic to run a workflow that can then be configured to send an email or SMS to a supervisor or manager.

https://help.mypurecloud.com/articles/process-automation-triggers-with-topics-sentiment-and-empathy/

That will run once the conversation ends and the recording transcript is created (you have to be doing transcription for Speech and Text Analytics to evaluate Topics)

Hi there,

The community has been so helpful in getting me informed on alert rules.

I'm wondering if there's an alert I can create in the system (preferably live time) for anytime a customer uses the word potential spam or spam risk..

Ideally, we would like to be notified or have a view on how many customers are recognizing our calls as spam or use it in specific phrases.

This new feature sounds really exciting and would have multiple use cases to add value. We are looking at alert triggers for threats, suicide, DV and elder abuse so this sounds like a good fit.

It would be great to have something like this available in real time to support agents and customers more proactively - Worth adding as an idea to the ideas portal if it isn't there already.

Cheers,

Not for live time, when it happens.

New functionality was added the beginning of September which allows you to configure a Trigger (sorry, not an Alert Rule) which watches for a specific Topic to run a workflow that can then be configured to send an email or SMS to a supervisor or manager.

https://help.mypurecloud.com/articles/process-automation-triggers-with-topics-sentiment-and-empathy/

That will run once the conversation ends and the recording transcript is created (you have to be doing transcription for Speech and Text Analytics to evaluate Topics)

Hi there,

The community has been so helpful in getting me informed on alert rules.

I'm wondering if there's an alert I can create in the system (preferably live time) for anytime a customer uses the word potential spam or spam risk..

Ideally, we would like to be notified or have a view on how many customers are recognizing our calls as spam or use it in specific phrases.

There is an Idea you can follow for real time:

https://genesyscloud.ideas.aha.io/ideas/DARSTA-I-132

This new feature sounds really exciting and would have multiple use cases to add value. We are looking at alert triggers for threats, suicide, DV and elder abuse so this sounds like a good fit.

It would be great to have something like this available in real time to support agents and customers more proactively - Worth adding as an idea to the ideas portal if it isn't there already.

Cheers,

Not for live time, when it happens.

New functionality was added the beginning of September which allows you to configure a Trigger (sorry, not an Alert Rule) which watches for a specific Topic to run a workflow that can then be configured to send an email or SMS to a supervisor or manager.

https://help.mypurecloud.com/articles/process-automation-triggers-with-topics-sentiment-and-empathy/

That will run once the conversation ends and the recording transcript is created (you have to be doing transcription for Speech and Text Analytics to evaluate Topics)

Hi there,

The community has been so helpful in getting me informed on alert rules.

I'm wondering if there's an alert I can create in the system (preferably live time) for anytime a customer uses the word potential spam or spam risk..

Ideally, we would like to be notified or have a view on how many customers are recognizing our calls as spam or use it in specific phrases.