If you've activated alerts for topics such as vulnerabilities, credit card details, complaints, or compliments, Voyc will flag any conversations where these alerts are triggered, provided there are calls in your workspace. To start reviewing these alerts, you can find them in two locations: the Dashboards and within a Channel. This article will guide you on how to review and action alerts on the Dashboard page and from the Conversation Page within a Channel, as well as how to manage the reasons for these alerts.
Resolving Alerts via the Dashboard page
To get started with resolving Alerts from the Dashboard page follow these steps:
On the navigation pane, click Dashboard. You will land on the Dashboard home page which contains overall score metrics on the left-hand side and Alert metrics on the right-hand side.
Navigate to the Alert metrics dashboard. On the bar chart, you’ll see a representation of the total number of flagged Alerts as well as Alerts that have been resolved for the chosen period.
Below the graph, you’ll see a section of Unresolved Alerts that must be resolved. This is where you can begin the process of reviewing and actioning the Alerts.
This GIF illustrates the Alert Metrics on the dashboard page.
on what’s been flagged, you will see a list of the different type of Alerts flagged from your conversations. To get started, select a category of your choice by clicking on one of the arrows next to each category.
Upon landing on the alerts page, you will see a list for of flagged alerts. On the right side of the table, you'll find a "view" button next to the conversation name.
In the conversation's media player, you'll see a Alert Timestamp Pin/Marker indicating where the alert was flagged on the timeline. Below that, you'll find the transcript with a search tab and the conversation summary table. Click on 'Alerts' under the conversation summary to expand the toggle and reveal a link to the exact part of the conversation where the alert was flagged.
You can now listen to the audio to determine if the Alert was true.
📝Take Note: The blue bars on the graph represents resolved Alerts, while the pink bars represent unresolved Alerts. This information will be presented when you hover over the bars.
This image illustrates the section of the media player where the alert was flagged.
This Image illustrates the Alert section within the conversation’s grading panel.
8. You then have an option to mark the Alert as resolved or mark as false. You will then be given a variety of reasons to select from as to why you selected the Alert as True or False, and include a note. You can then click Save.
This Image illustrates the list of all possible reasons that can be used when the alert is marked as resolved.
This Image illustrates the Alert Note section.
Resolving Alerts within a channel
To get started with resolving Alerts within a channel follow these steps:
On the navigation pane, select the channel you want to work on. Proceed by selecting Alert and you will land on the Alert page, and you will notice the grading panel in the Alerts section. Select a category of your choice by clicking on one of the conversation listed.
On the conversation’s media player, you’ll notice a Alert Timestamp Pin/Marker on the timeline where the Alert was flagged. Below that, you will notice the transcript (with a search tab) table and the conversation summary table. Under conversation summary, click on Alerts and the toggle will expand to show a link to the part of the conversation where the Alert was flagged.
This image illustrates the section of the media player that the alert was flagged.
You can now listen to the audio to understand what the alert was about.
You then have an option to mark the Alert as resolved or mark as false. You will then be given a variety of reasons to select from as to why you selected the Alert as True or False, and include a note. You can then click Save.
This Gif illustrates the Alert section.
This Image illustrates the list of all the possible reasons when the Alert is marked as resolved.
This Image illustrates the Alert Note section.
If you want to manage these reasons and select the ones that are relevant to your context, or if you feel like these reasons do not match your context, these are the steps to follow:
Go to Configurations and then go to Alert settings.
Select Manage Alert reasons and from here you can select or deselect the various reasons that are associated with you.
This Gif illustrates the process of selecting or deselecting the alert reasons.
Filtering Alerts on Voyc
Voyc allows you to refine your alerts list by excluding false alerts and alerts related to archived conversations. Here’s how:
While on the channel you want to work on, on the navigation panel, select Alerts.
You will come upon four filtering bars which are:
All Alerts: Helps you select the alerts you want to work on.
Severity: the level of severity of the alerts (Low, Medium or High)
Resolution: Whether the alerts have been seen before or unseen.
Exclude: This feature allow you to exclude all false alerts.
This allows you to review and resolve alerts easily.
Frequently Asked Questions
How do I see the list of options when alerts are marked as “resolved?”
How do I see the list of options when alerts are marked as “resolved?”
You need to first navigate to the configurations, select Manage Alert Reasons and here you can select or deselect your Resolved Alert preferences.