Release Process
Before major features are released broadly, the Volie CS team receives early access to:
Learn the new tools
Create documentation
Prepare customers for rollout
Customers already using Pulse can request access immediately after the session. Enablement is handled directly by the Volie team.
Call Intelligence Dashboard
What’s New
The updated dashboard includes:
Streamlined UI
Improved filtering functionality
Saved filters
Easier access to alerts
Better call prioritization
This is considered Version 2 of the Pulse dashboard experience.
Filters
Filters are available from the blue funnel icon in the top-right corner of the dashboard.
Users can filter by:
Date range
Store/location
Call flags
Tracking lines
Agent
Customer name
Additional Pulse criteria
Saved Filters
Filters now persist automatically.
Example:
A sales BDC manager can save filters for only sales calls.
The next time they log in, those filters remain applied automatically.
Pulse Alerts
Pulse Alerts are real-time email notifications triggered when specific conditions are detected on calls.
Example Alert Use Cases
Misdispositioned Calls
Example:
Rep marks a call as “appointment set”
Pulse does not detect an appointment in the conversation
DNC / Opt-Out Monitoring
Example:
Rep marks a customer as opted out
Pulse does not hear an actual opt-out request
Escalated Customers
Managers can receive alerts for:
Escalations
Upset customers
Missed opportunities
Tracking-Line Specific Alerts
Example:
Parts manager receives alerts only for calls routed through the parts tracking line
Dashboard Metrics
The top section of the dashboard highlights key Pulse metrics, including:
Total calls assessed
Missed opportunities
Escalations
Missed calls
Revenue at risk
Revenue recovered
Revenue at Risk
Pulse identifies potential lost revenue opportunities from missed or mishandled calls.
Volie can help automate recovery workflows by:
Creating follow-up campaigns
Routing calls to specialized team members
Tracking recovered revenue over time
Recovered deals are reflected in the Revenue Recovered metric.
Call Prioritization
The dashboard includes quick-access filters for:
Most important calls
Missed opportunities
Escalated customers
Agent adherence issues
Calls flagged by Pulse
“Most Important Calls”
These are calls that triggered multiple Pulse conditions and are recommended for immediate review.
Agent Adherence & QA Monitoring
Pulse can flag:
Mishandled DNC situations
Unprofessional behavior
Incorrect call dispositions
Escalated customer interactions
Calls that failed Pulse grading criteria
Example:
Rep labels a call as “General Question”
Pulse identifies it as an upset customer interaction
Searching & Reviewing Calls
Users can:
Search by customer name
Search by agent name
Filter calls dynamically
Selecting a call opens the full Pulse assessment view.
Pulse Assessment Details
Within each call review, users can see:
Transcript
Pulse analysis
Assessment items
Pass/fail evaluations
Disposition mismatches
Escalation indicators
Managers can also immediately access customer phone numbers for follow-up action.
Coming Soon: Direct Calling
Upcoming functionality will allow managers to:
Call customers directly from the dashboard
Respond faster to escalations and missed opportunities
Alert Experience
Pulse Alerts include:
A high-level summary of the call
A direct link to the full Pulse assessment
Recipients do not need full manager access to Volie in order to review alerted calls.
Enablement & Rollout
The dashboard and alerts are available now.
Activation is handled by the Volie team and can be enabled individually for customers upon request.
Customers are encouraged to contact their CS representative for:
Access
Setup assistance
Alert configuration recommendations
Best practices