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A trigger sends an email when a call meets your conditions: after the AI scores it, or each time a QA reviews it. Use triggers for alerts such as a fatal miss, and to share QA feedback with the agent. In Ringg Analytics: Sidebar → Notifications. Owners, admins and QAs can open it.
Notifications Setup tab listing the triggers Low score alert and Share QA reviews with the agent, marked On QA review, and the five System templates below

Triggers and templates on the Setup tab

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Add a trigger

1

Start a trigger

On Setup, click Add trigger and give it a Trigger name. Pick the Use case: the trigger only fires for calls in it, and its parameters become available as conditions.
2

Choose what starts it

Under What starts it?:
  • The AI scores a call: runs once the AI has scored and classified the call.
  • A QA reviews a call: runs each time a QA saves a change to their review. Saving an unchanged review, or clearing it, sends nothing.
3

Set the conditions

Under When should this fire?, add conditions and groups. Within a group, pick whether all or any of them must match.
4

Pick the template and recipients

Choose a template under What message should we send?. Under Who should receive it?, pick Agent on the interaction or Specific email addresses, and tick CC the agent’s team lead to copy their current team lead.
The trigger appears on Setup, and every email it sends shows on the History tab.
Edit trigger form: name Share QA reviews with the agent, use case EMI collections, A QA reviews a call selected, the condition Parameters the QA Changed at least 1, message QA Review Shared, and a preview of the email with the QA score, AI score and the QA's comments

A trigger that shares QA reviews with the agent

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Conditions

QA conditions can’t be used with The AI scores a call: there is no review yet at that point.

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Templates

A template is the email a trigger sends: a subject and a body built from blocks, with a live preview using sample data. Five come with every workspace, marked System: Fatal Classification Alert, Low Score Alert, Classification Summary, General Notification and QA Review Shared. Click New template under Templates to add your own, or Edit on one to change it. Type @ in a block to insert a variable: QA variables are empty in emails sent by The AI scores a call triggers.

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Send one email by hand

Owners, admins and QAs can email an agent from their report card with Email, using any template.

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Next steps

QA reviews

What a QA review contains.

Disputes

Dispute emails go out on their own, with the team lead in CC.

Metrics

The parameters your conditions use.