Create a list of important keywords and phrases that trigger an alert for queue calls. Available for Complete + AI Optimization customers only.

1. Sign in to our GoTo desktop or web app.
2. From Contact Center > Admin > Flags, select + Create flag.
3. Enter a Name and Description.
4. Select the desired call queue(s) on which to apply the flag.
5. Enter exact keywords and phrases to detect. For instance, to detect topics related to account cancellation, be sure to add 'account cancellation' plus variations such as 'cancel my account', 'terminate my service', etc.
   Note: Topic detection scans only exact matches. To ensure flags are triggered, it's necessary to include variations of keywords and phrases. For instance, if you add 'account cancellation' as a key phrase, a flag won't be raised if a customer says 'cancel my account' in a call.
6. Optional: Enable Listen for similar topics and provide extra context to expand the scope of topic detection beyond the keywords and phrases you have entered. This feature will detect exact matches and closely related words and phrases, expanding the search to capture broader semantic connections.

7. Select an Action:
   • Create a warning on live calls — topic flag detection will appear on live calls within the Supervisor dashboard and on post-call metrics within Analytics.
   • Show in Analytics only — topic flag detection will only appear on post-call metrics within Analytics.
8. Select Save.