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Having well defined alert keywords can help improve the accuracy of the flagged alerts you receive from Voyc. If you've activated alerts and are seeing many false alerts flagged by Voyc, this is usually an indication that your alert keywords need to be improved. To avoid wasting time on false alerts and focus on the important ones, refine your alert keywords. This article will guide you through the process of refining alert keywords.
📙 Learn More: If you still need help with activating alerts on your workspace, learn about our alert templates on this article to help you get started.
Identify Frequent False Alerts
A high number of false alerts is a clear indication that your alert keywords need refinement. This situation often arises when keywords are too broad or lack proper context. For instance, using single words like "accident" as keywords can trigger alerts unnecessarily, especially if these words appear in standard scorecards or routine conversations.
When you notice frequent false alerts from the same keyword, it's time to refine your approach. The goal is to make your keywords more specific and contextual. Instead of using a single word that might appear in various scenarios, create phrases that capture the intended context of the alert. For example, replace "accident" with more specific phrases like "was in an accident," "we were in an accident," or "had an accident."
This refinement process helps filter out instances where the word is used in scripted parts of the conversation, focusing instead on capturing when customers are describing actual events or concerns. By adjusting your keywords in this way, you can significantly reduce false positives, ensuring that your alert system becomes more accurate and effective in identifying genuine issues or opportunities in customer interactions.
Remember, the key is to continuously monitor and adjust your keywords based on real-world performance. A well-refined set of alert keywords should result in fewer false alerts and more meaningful, actionable notifications.
This GIF illustrates the process of adding more context to an alert.
1. Updating Alert Keywords
Once alerts are flagged on Voyc, you can access the alert list page in two locations within the system: the Dashboards page or the channel navigation menu. This makes it easier to spot vulnerabilities in conversations and take action easily.
Viewing alerts from the Dashboard page
To review and action alerts flagged by Voyc, start by navigating to the Dashboard page to view flagged alerts. From there, you can select specific categories of alerts to review and resolve. For detailed steps, refer to the guide on resolving alerts on Voyc here.
This Image shows the how to view alerts via the dashboard.
Viewing alerts via channel navigation menu
To review and address alerts flagged by Voyc, begin by selecting your preferred channel to view flagged alerts. Once there, you'll see the conversations and can choose specific alert categories to review and resolve. Click on a conversation to listen and confirm whether the alert is accurate or false.
This image shows viewing alerts via channel navigation menu.
2. Refining Alerts under Channel Navigation
Once you’ve identified the alerts that have keywords that need improving, you can now get started with the process of updating the keywords. The process of updating alert keywords can be done on the alert settings page by following the steps below:
Under the channel menu on the navigation pane, click Configurations. This will open more options; select Alert Settings. You will land on the Alert Settings home page, which contains the different types if alerts.
This GIF illustrates the steps to get to Alert settings.
Select a category of your choice by clicking on one of the view button next to each category. You will then land on the chosen Alert’s page **which contains alert title on top, phrases in the middle and notifications at the bottom.
On the phrase section, you will see all the alert phrases that have been set by your organisation. You can use the search bar to search the flagged alerts, which will assist you to delete and add a new alert keyword.
On the notification section, you can use the search bar to add a user who is already in your workspace to receive notifications when an alert is triggered.
The phrases or recipients added will automatically be saved. You need to contact our support team on Intercom and request assistance to rerun alerts.
This GIF illustrates how to add phrases and recipients.
📙 Learn More: If you’d like to learn how to review and action alerts to help you spot false alerts, read this article.
Frequently Asked Questions
Is there a limited number of Keywords or phrases I can add?
Is there a limited number of Keywords or phrases I can add?
While there's no strict limit on the number of keywords or phrases, it's generally recommended to keep them as limited as possible. We suggest not using more than 30-40 keywords for an alert.