Configure Pulse alerts, keywords, and disposition mappings so managers get notified about the right calls and Pulse dispositions align with how your store codes outcomes.

Before you start

To set up Pulse for your organization, you need:

Pulse enabled for your account (contact your Volie contact if you see an enablement prompt instead of the dashboard)
An Admin or Manager role to create Pulse Alerts and map dispositions
Access to Admin → Keywords when Keywords is enabled for your account (Account or Organization tab)

Steps

Follow these steps to set up Pulse alerts, keywords, and disposition mappings:

Create a Pulse Alert from the dashboard. Sign in to Volie and open Pulse from the main menu to open the Call Intelligence Dashboard.
Open Filters (filter control near the date range), set the filters that should trigger the alert, then select Save as Alert to create an alert from those filters, or select Manage Alerts to open your alert list.
In Manage Alerts (Pulse alerts), select New Alert. Enter an alert name that describes what the alert tracks (for example, Escalated service calls).
Set the filters that should trigger the alert. You can limit by organizations, teams, agents, campaigns, campaign types, campaign direction type, campaign revenue type, Pulse Assessment, Pulse Flags, customer escalated, opportunity statuses, Call Topics, and Keywords (when available on your account).
If you select campaigns, choose an organization first — campaigns depend on the organization selection. If you select two or more Call Topics, choose Call Topics Matching: Match any selected topic (default) includes calls with at least one selected topic; Must match all selected topics includes only calls that match every selected topic.
Select Save New Alert (or Update Alert when editing). Select Cancel to exit without saving. Pulse Alerts are tied to your user account — you cannot create an alert on behalf of another user.
Add Keywords (when enabled). Go to Admin → Keywords (under the Pulse section on the Admin page).
Open the Account or Organization tab. Select Add keyword, enter the word or phrase (required, up to 100 characters), and save. After you save a keyword, Pulse can use it on later transcribed calls, and you can include keywords in Pulse Alerts.
Map dispositions to call outcomes. Go to Admin → Dispositions, open the disposition you want to improve (for example, Appointment Set), then select the Outcome Item types tab.
Select Add Outcome Item Type, confirm the disposition name, choose an item from Outcome Item Types that reflects what should count toward that disposition (for example, appointment scheduled and spoke with customer), then select Add Outcome Item Type to save.

When a call matches your saved alert rules, Volie sends a Pulse Alert email with call details and links to review the assessment. After you save a disposition mapping, Pulse uses it on future analyzed calls — it does not automatically re-score older calls. Dispositions with no mappings continue using the meaning checkboxes already on the disposition.

What success looks like

When Pulse setup is complete for your organization, managers can open Pulse and see the Call Intelligence Dashboard, saved Pulse Alerts appear under Manage Alerts, and new analyzed calls trigger email notifications when they match alert rules. If you mapped dispositions, Pulse Disposition on new call detail pages should align more closely with agent dispositions for those codes. If you do not see Keywords under Admin, Keywords may not be enabled for your account — contact your Volie contact.

Limitations

Pulse setup has these verified limits:

Pulse Alerts with no filters notify you for all Pulse assessments — add filters to narrow what triggers an alert.
Keywords must be turned on for the account; matching looks for exact text on the transcript (not close-enough phrasing).
Call Topics come from Volie’s shared list — you cannot create custom topics; use Keywords for store-specific words.
Disposition mappings apply to calls analyzed after you save them, not to historical calls.
System (global) dispositions can only be changed by a super admin; mappings on a global disposition apply to all accounts.

Common questions

Who can create Pulse Alerts?

Managers, supervisors, and admins with Pulse access can create Pulse Alerts from the Call Intelligence Dashboard Filters drawer (Save as Alert or Manage Alerts). Each alert is tied to the user who created it.

Why do I receive alerts for every call?

You likely saved a Pulse Alert with no filters selected. Edit the alert under Manage Alerts and add organizations, Pulse assessment type, Call Topics, or other filters to narrow notifications.

Why can’t I see the Keywords page?

Keywords must be turned on for your account. If Keywords is missing under Admin → Pulse, contact your Volie contact.

Will disposition mapping change old Pulse results?

No. Outcome item type mappings apply to calls Pulse analyzes after you save them. Older calls keep their existing Pulse Disposition until they are re-analyzed.

Can I create custom Call Topics?

No. Call Topics (for example Sales, Service, Financing) come from Volie’s shared list. Use Keywords to track store-specific words and Call Topics for standard conversation themes.

How to review calls analyzed by Pulse
How to read the Pulse dashboard
Getting started with Pulse: capabilities overview

How to set up Pulse for your organization