Enabling PULSE
To enable PULSE in your account, please contact your Customer Success Manager.
For pricing information, please reach out to our Sales team.
Accessing PULSE analyzed calls
To see the calls that PULSE has analyzed, go to Admin > Scorecards (under the Search section).
In the Inbox, you’ll see calls that PULSE has analyzed. Those will be titled Pulse Assessment, and you’ll see any areas of the call that have been flagged.
By clicking into a particular call, you can see more details and what items (if any) were flagged.
Assessment and Flags
In each PULSE assessed call, you’ll see a summary and each of the assessments run on the call. You can also listen to the call and read a transcript.
Each assessed item will have a green checkmark (the call passed this particular assessment marker) or a red flag.
Next to each summary and assessment, you can rate PULSE with either a thumbs-up or a thumbs-down icon.
Flagged Communication Alerts
You can choose to be alerted when calls are flagged. You’ll receive an alert for each call which contains flags.
These settings can be adjusted in your settings, via Account > Pulse. To enable the alerts in your user profile, go to Profile > 5. Settings > System Alerts > and click the Receives Flagged Communications box under Pulse Alerts.
When you receive an alert, you’ll see the email below. You can click the View Complete Assessment button to see further details, such as listening to the recording or reviewing the transcript.
Flagged Communication Digest Email
In addition to receiving notifications on individual PULSE assessed calls, you can also receive a Communications Digest.
These are sent daily and weekly, and can be enabled in your User profile.
The digest contains information such as the total number of PULSE-assessed calls and how many total flags of each assessment type were triggered.