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In this article, we are going to cover how to resolve alerts.
All calls that come into the Voyc system are monitored and alerts can let you know when certain words or phrases are said. Alerts let you know when certain words/phrases are mentioned.
To view alerts, navigate to the Alerts page, here you will see a list of flagged conversations which have triggered an alert.
Click on a flagged conversation that you wish to evaluate, you will be taken to the conversation view where you will be able to see the alert on the media player and the side panel.
Clicking on the alert panel will cause it to expand and show you the different alerts that are triggered in this call.
To evaluate an alert, we click on the alert which will expand to show you the description of the alert, the text which caused the alert to trigger, and a section to add notes about this alert.
💡Clicking the play button will play the snippet that triggered the alert.
To resolve an alert
Click on Mark as resolved, you can summarize your findings or justify this resolution by adding a note in the Notes input.
Save your changes, by clicking Save.
A false alert could arise from keywords or phrases being mentioned in a normal context or through errors in the transcription, in this case, click on Mark as false and give a reason for why this alert should be deemed false.
Frequently Asked Questions
What information is displayed when I click on an alert?
What information is displayed when I click on an alert?
When you click on an alert, it will show you all the calls that triggered an alert
Can I add notes when resolving an alert?
Can I add notes when resolving an alert?
Yes, you can add notes when resolving an alert. After clicking on "Mark as resolved," you can summarize your findings or justify the resolution by adding a note in the Notes input field.