Supervisor Alert

Prerequisites: Sentiment Analysis

When the average sentiment score of a live call falls below 0.5, a red triangle icon alert appears on the live call record, wallboard, and queue status page. This Supervisor alert indicates that a call is not proceeding well, potentially requiring supervisor intervention to address the issue and provide the necessary support. These alerts ensure that supervisors can quickly identify and manage negative sentiment situations.

To activate Supervisor alerts, ensure that Sentiment Analysis is enabled and functioning. Edit the Call setting policy(s) and select "Supervisor alerts enabled."