Alert Insights

As agents handle contacts, NiCE CXone Copilot for Supervisors alerts you when any urgent situation requires your immediate assistance or the customer's sentiments during the interaction are not going well. The card shows the reason, ongoing summary and the customer journey for an ongoing contact. These alert insights offer several benefits.

• The reason in the insights helps you understand the underlying reason for the negative sentiment or Urgent Assist.

• The ongoing contact summary provides context and helps you catch up on the contact.

• The past interaction insights enable you to support agents and the customer more effectively and efficiently.

With these insights, you can drive effective monitoring assistance and improve the contact sentiment.

Make sure you have configured alerts. To see insights, you must enable the Alert Insights permission.

View Alert Insights

In the alert card, click on View Insights to see the ongoing summary. The reason and ongoing summary are generated based on the configured summary length. Refer to Settings for more information on configuring reason and summary length.

View Past Interactions

You can view up to three past interactions, whether voice or digital, from the last 21 days. Each interaction will include detailed information about past engagements, including sentiment, whenever available.

Each interaction includes the following information:

• Title: the intent of the call or its disposition. If the intent is unavailable, only the disposition is displayed. If neither is available, the type of interaction is displayed (voice or digital). If the title length is long, hovering over it will show the full title.

• Communication Type: an icon indicating the type of communication (e.g., voice, chat, WhatsApp, Messenger, etc.).

• Contact Type: specifies whether the interaction was inbound or outbound.

• Date & Time: the time stamp of when the communication started.

• Skill: the most recent skill used.

• Summary: this field displays the disposition notes. If unavailable, it will be blank. If a note is long, hovering over it will show the full notes.

• Sentiment: displays a sentiment emoji captured at the end of the interaction (if available).

  Note that:

  • First-time Contacts: if this is the customer's first interaction with the call center, no past interactions will be displayed.

  • Transfer Interactions: If an interaction is transferred from one agent to another, it will always display the latest interaction with available details.

Phrase Rule alerts

As agents handle contacts, NiCE CXone Copilot for Supervisors can alert you when specific words or phrases are used or missed during the interaction. These Phrase Rule alerts help you quickly identify potential escalations, compliance risks, or other situations that require your attention. The alert card shows the phrase that was detected, key context about the contact, and a quick link to review the interaction.

These Phrase Rule alerts offer several benefits:

• The trigger phrase helps you understand exactly what was said (or not said) that caused the alert.

• The contact context helps you quickly catch up on the ongoing interaction.

• The rule details help you understand why the alert was raised and how critical it is.

With these alerts, you can drive more effective monitoring assistance, intervene when needed, and improve outcomes for both agents and customers.

The Phrase-based Alert system is built on a high-performance architecture to ensure supervisors see events almost as they happen.

License and Permissions

To use Phrase-based Alerts, ensure your organization meets the following requirements:

• License: You must have both Agent Copilot and Enlighten Copilot for Supervisors licenses.

• Permissions: Alert will only be visible for agents those are visible on grid . (There is no seperate permission to view agent on grid.It is filter)

View Phrase Based Alerts

To start receiving alerts, you must first;

• Define and assign the rules that trigger them. For detailed instructions on setting up rule criteria, keywords, and logic, see the Rules and Assign a Rule to a Copilot for Agents Profile.

• Enable the Phrase Rule in Alerts.

Phrase-based alerts appear in Copilot for Supervisors whenever an interaction matches a configured phrase rule.

To start receiving phrase rule alerts:

1. Open Supervisor Workspace.

2. Go to Copilot for Supervisors.

3. Look for alerts marked (for example, via the alert type, icon,

   or label in the alert card list).

   Each Phrase Rule alerts card typically includes:

   • Alert header

     The name of the alert and the underlying rule ID (for example, Threat Detection Rule).

   • Triggering keywords

     The exact word or phrase that caused the alert to trigger. it also includes phrases that are not said as per configured rule. This helps you quickly see what was said, such as I am very disappointed.

   • Rule type

     A short description of how the alert was generated:

     • Keywords detected

     • Keywords missed

   • Observation window

     This indicates the time window during which the rule was evaluated.

   • Triggered by

     The party whose words matched the rule, such as the patron or the agent.

   • Agent name

     The name of the agent handling the contact at the time the alert was triggered.

   • Contact Id

     Displays the unique identifier for the contact, allowing supervisors to quickly locate and reference the associated interaction.

Use these details to quickly decide whether you need to join, monitor more closely, or follow up later.

Work with Phrase Rule Alerts

When you open a Phrase Rule alerts from the Copilot panel, you can see more detailed information about the contact and why the alert was generated.

From a Phrase Rule alerts, you can typically:

• Review the conversation

  • Identify who said it (customer or agent) and at what point in the contact.

• Understand the rule context

  • See which rule was matched (for example, “Churn – Cancel service” or “Compliance – Card details”).

  • Understand whether the alert is based on a phrase being said or not said within a configured time window.

• Take action

  • Supported actions include:

    • Monitor

    • Join

    • Assist