Email alert for poor call sentiment

[SteveITS]

A prospect asked if they could receive an email alert if AI scores a call with a low/poor sentiment score. For instance perhaps the queue supervisor. Is there a way to automate that?

 

[VoIPTools]

There is no way of doing that in native 3CX, but we could in our 3CX Recording Manager tool. We already send instant scorecard emails to the 3CX user after each call showing their scores on whatever you choose to measure (sentiment being one analysis).

We call the feature "Ask AI Anything". You can literally do precisely that -- score the user on knowledge, courtesy, use of profanity, overcoming objections, how to improve skills at closing the sale, adherence to company policies, etc.



We graph their scores over time too, so you can see how staff are improving (or not improving) simply by looking at their average scores over time.

I know the screen capture is tiny, but in the far right-hand side you have the ability to choose which analysis is included in the email. It would be straightforward to add a "Minimum acceptable score" setting, and a "email manager warning" checkbox to the list of configurable settings on each prompt. Also, note in the upper right-hand corner the ability to select a department. This means you can ask different questions depending on the user's department.

 

[hogan71088]

A prospect asked if they could receive an email alert if AI scores a call with a low/poor sentiment score. For instance perhaps the queue supervisor. Is there a way to automate that?

Have found a way to do this.

 

[SteveITS]

Just the reply above so far.

 

[KyriacosS_3CX]

If you are exporting data then a relevant alert can easily be set, grafana has it and custom check with other tools should be easy enough.

 

[KyriacosS_3CX]

Also, for a very brief intro to Grafana alerts:

18:19 mark.