Create a list of important keywords and phrases that trigger an alert for queue calls. Available for Complete + AI Optimization customers only.
Stay updated on important topics discussed in calls and enhance proactive handling of critical issues as they arise, such as escalations or forbidden language.
- Sign in to our GoTo desktop or web app.
- From , select + Create flag.
- Enter a Name and Description.
- From For these queues, select the desired call queue(s) for which you want to add flags.
- From When this happens;
- Enter exact keywords and phrases you want detected. 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.
- Use the drop-down menu under Speaker to narrow down the topic flag detection to a particular speaker if desired (i.e. agent or caller). It will be set to Anyone by default.
- Optional: Enable Listen for similar topics and then provide extra context to expand the scope of topic detection feature beyond the exact keywords and phrases you entered. This feature will not only detect exact matches, but closely related words and phrases as well, expanding the search to capture broader semantic connections.
- From Take this action, use the drop-down menu to select the desired 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 the Queue caller board in the Analytics portal.
- Show in Analytics only — Topic flag detection will only appear on post-call metrics within the Queue caller board in the Analytics portal.
- Select Save.
