Smart folder
Callback misses7 calls
- CALL 440460%
- CALL 440965%
- CALL 441256%
Calls that match the rule collect in a folder that refreshes on its own, ready for the next review session.
CallSniper / Automations
Give flagged calls a clear next step.
CallSniper routes every processed call by rule. A rule reads as one sentence: when the score, a tag, the account, or the duration matches, the call goes to a folder, an inbox, or a channel. The week below holds 60 scored calls, and 9 of them scored under 70%. Drag the score and the count updates as you go.
Alert ruleLow scores go to coachingThis week, Ferncrest Plumbing and Drain, 60 calls
When a call scores below 70%, file it in the Coaching folder and email the supervisor.
9 of this week’s 60 calls would be filed and flagged.
- Colin Dreyer, 67%, skipped past the caller’s problem.
- Priya Raghavan, 62%, never asked what the problem was.
- Dana Whitlock, 58%, never read the callback number back.
and 6 more
Sample week. Rules use your own scorecard and your own folders.
Where a flagged call goes.
A destination is set per rule. The same call can land in a folder for the supervisor, an inbox for the account manager, and a channel the whole QA team watches.
Email alert
To
SubjectCALL 4409 needs review
Scored 65% against Inbound message taking. The callback number was never read back.
An email goes to the person named on the rule with the score, the reason, and a link into the call.
Channel post
#qa-alerts3 members
CALL 4409 scored 65% with a Callback tag on Ferncrest Plumbing and Drain. Sent to Callback misses.
A short post lands in the channel the team already watches, with the score, reason, and call link ready for review.
Processing rules decide what gets analyzed.
A processing rule runs before scoring, so short calls stay out of the queue and each account meets the scorecard written for it.
| Condition | Result |
|---|---|
| Duration shorter than 20 s | skip analysis |
| Client is Kettleridge Heating and Air | use the message taking scorecard |
| Client Tag includes any of Escalation | run sentiment analysis |
Bring one rule.
The pilot starts with the rule a supervisor already applies by hand. CallSniper turns it into a sentence in the first session, and the first batch of calls routes against it while the team watches.
Three things worth bringing.
- The rule the team applies by hand today, in the words a supervisor would use.
- The person who should get the alert when a call matches.
- The folder the reviewed calls should land in.
The rule, the person, and the folder are set together on the call, then a batch of the team's own recordings runs through it.
Schedule a demoTwo questions on routing.
The questions QA leads ask first when a rule replaces a spreadsheet of flagged calls.
Can a rule use more than one condition?
Yes. Conditions combine with AND or OR logic across score, tags, account, and duration, so one rule can catch a low score on a specific account or a short call carrying a callback tag.
Does the preview on this page send anything?
No. The rule above runs against a sample week inside the page. Alerts and folders are configured in the workspace during the pilot, with the team's own destinations.
Route the next flagged call automatically.
Bring the rule your supervisors apply by hand and watch it run on a batch of your own recordings.