Setting up Triggers for Smart Alerts

The platform leverages a number of parameters to trigger a Smart Alert. Feedback added to a conversation or a web conference, or a call being processed in ExecVision will kick off the trigger system to notify you.

Select Create Smart Alert to create a brand new alert. Smart Alerts can be created in the Settings or Inbox tab.

Choose one placeholder from each section (the trigger and the type of alert) below to configure your alert.

What will trigger the alert?

Select Call Activity to track call patterns.

Example: When a call by one of my team lasts for longer than 10 minutes and the contact raises objections throughout the call, including at the end of the call, send the call to the compliance team for review.

Select Coaching Activity to track ExecVision usage activity.

Example: When Steve comments on any call by Georgia, notify me and Georgia’s manager.

 

Creating a Trigger Rule for Call Activity

Selecting Call Activity will allow you to choose the criteria for the trigger rule. The options include the "who" (has a specific caller) and the "what" (has a matching account / opportunity / contact) generating the trigger.

Click on "has a specific caller" to see a list of caller options. Select yourself or callers from a specific user, role, team, department or manager.

Selecting options 2 through 6 will open up a drop-down list to narrow down your search.

 

Click the blue check box to save your work. Click Cancel to cancel the changes.

Call Activity Options

There are 4 call activity metrics that can be generated by a trigger:

1. has a matching account / opportunity or contact

Track values in CRM fields, like dispositions and opportunity price points. 

2. has talk / listen ratio, interchanges or duration

Track values in conversation length, percentage of conversation between the rep and buyer, the interchanges count and type of conversation.

3. has specific keywords / topics

Track values that specify keyword and topic occurrence.

Narrow down your search by selecting:

a. Keyword or Topic

• the topic populates values from the keywords build designed by an ExecVision admin

b. Whether the word or topic was said or wasn't discussed

c. The caller, contact or both that said this keyword or topic

d. The specific location where the keyword or topic was said. Options include:

• anywhere within call
• specified range within call
  • type or toggle the desired percentage
• phase of call
  • these selections are pre-populated with default Skills

4. has topic coverage ratio

Track values that specify keyword and topic ratio.

Narrow down your search by selecting:

a. Keyword or Topic

b. The percentage of call that has this keyword or topic

c. The caller, contact or both that said this keyword or topic

d. The phase or topic

• the available phases in the drop-down are the default phases
• the available topics are from the customizable topics and keywords made by an admin

 

Creating a Trigger Rule for Coaching Activity

Selecting Call Activity will allow you to choose the criteria for the trigger rule. The options include the "who" (anybody reviews a call) and the "what" (the activity within the ExecVision platform). 

Click on anybody to see a list of caller options. Select yourself or callers from a specific user, role, team, department or manager.

Selecting options 2 through 6 will open up a drop-down list to narrow down your search.

Click the blue check box to save your work. Click Cancel to cancel the changes.

Call Coaching Options

There are 7 call coaching metrics that can be generated by a trigger:

1. Coaches

Track instances someone leaves a comment, highlight or score on a specified caller's calls.

2. Scores

Track instances someone leaves a score with a certain score range for a specified caller's calls.

 

3. Comments

Track instances someone leaves specific word or overall comment on a caller's calls.

4. Highlights

Track instances someone leaves specific word or overall highlight on a caller's calls.

5. Listens

Track instances someone listens to the whole or a percentage of a caller's call.

5. Shares

Track instances someone shares a call internally or externally.

6. Adds to Library

Track instances someone adds a call to specified Library. "I" refers to either you, or anybody this rule is shared with who receives notifications.

Next Steps

Click Next for final verification of the Smart Alert. Select Save at the bottom of the page once Notification or Trend rules are set.

The Trigger will be saved as an Other tag and you will be the owner of the Smart Alert.

 

See Smart Alerts Overview page for a walkthrough of the Smart Alerts home page in the Settings tab.