Alert Rules: Critical Experiences to the Right Person, on Time
The rules you define run on every new response: they set the priority, assign the case to the responsible manager, start the resolution timer and send the notification.
- Flexible Conditions
- Define up to ten conditions based on scores or the answer to a specific question.
- Automatic Assignment
- The case is assigned automatically to the relevant unit manager or to the next level.
- Resolution Time Tracking
- Each rule sets a resolution time by case type; if the time is exceeded, the case is escalated.
Conditions
Rules Based on Scores and Answers
CSAT, NPS and CES scores or the answer to a specific question can be used as rule conditions. Before a rule is saved, you can see how many responses from the last 30 days it would affect.
- Score and question based conditions
- Flexible condition definitions
- Rules run in order and can be turned on and off individually
Actions
Prioritization, Assignment and Notification
When a condition is met, the case is flagged, prioritized, assigned to its owner and the relevant people are notified. The event can also be passed to your own systems through a webhook.
- High or critical priority
- Assignment to the unit manager or the next level
- Escalation to the next level when the time is exceeded (up to three levels)
- External system notification through a webhook
Capabilities
- Default rule: a response with satisfaction (1-5) of 2 or below or NPS (0-10) of 4 or below becomes a critical case
- Activation and ordering per rule
- Rule impact preview based on the last 30 days
- Resolution time definition by case type
Frequently Asked Questions
What happens if more than one rule matches the same response?
All rules are applied; the strictest priority and resolution time take effect.
Can I get alerts based on comment content?
Rules work on scores and answers. Comments involving health, safety or legal risk are flagged as critical by Text Analytics.
Related guides
- Process What Is Closed-Loop Feedback and How Do You Set It Up? Closed-loop feedback ensures customers with a negative experience are followed up and the issue is fixed at its source. Inner and outer loop, steps and metrics.
- Process How to Set Up a Complaint Management Process The steps of a structured complaint management process from intake to resolution: classification, assignment, resolution deadlines, escalation and reporting.