Introduction to Actions
Actions in Voxjar are triggers based on scorecard results that enable automated workflows, streamlining the QA process. They allow you to set up automated responses to specific evaluation outcomes.
Setting Up Triggers
Actions can be triggered based on various criteria:
Score thresholds
Pass/fail status
Specific point values
Individual question responses
For example, you could set up an action to trigger when a call receives a failing score or when a specific question is answered in a certain way.
Available Action Types
Voxjar offers several types of actions:
Running follow-up AI evaluations
Adding interactions to lists
Assigning human reviewers
Posting to Slack
Creating and Managing Actions
Actions are typically set up on a question-by-question level within scorecards. For example:
In a sales scorecard, you might have a question: "Did the agent successfully transfer the lead to a sales rep?"
If the answer is yes, you could set up an action to automatically add the call to a "Qualified Transfers" list.
Another example:
Question: "Was the agent aggressive, hostile, or difficult?"
If the answer is yes, you could set up an action to post a message to a Slack channel.
To set up a Slack action:
Choose to post to a specific Slack channel
Decide what to include (e.g., audio, PDF score)
Craft the message (e.g., "Bad things happened with [Agent Name] on this call")
Include the score URL for easy access
Use Cases and Examples
Actions can be used in various scenarios:
Escalations: Automatically add calls to an "Escalations" list when certain criteria are met.
Lead Qualification: In a sales context, you could use actions to automatically categorize leads based on the content of the call.
Coaching Opportunities: Identify calls where agents missed objections and add them to a coaching queue.
Customer Satisfaction: For scenarios like account cancellations, you could set up actions to trigger follow-up emails with better offers or prompt customer service interventions.
Compliance: In industries with strict regulations, actions could flag calls that potentially violate compliance standards for immediate review.
Integrating Actions with External Tools
While Voxjar doesn't have built-in email functionality due to potential volume issues, you can use Actions in conjunction with tools like Zapier or webhooks to trigger emails or other external processes.
For example, you could:
Send data to Salesforce or HubSpot to update lead scores
Create tickets in your support system for follow-up
Trigger SMS messages through a third-party service
The flexibility of Actions allows you to create custom workflows that fit your specific business needs and integrate with your existing tech stack.
Actions in Voxjar provide a powerful way to automate your QA processes, ensuring that important insights don't get overlooked and that your team can quickly respond to both opportunities and issues.
By setting up thoughtful actions, you can significantly enhance the efficiency and effectiveness of your quality assurance efforts.