Quality Alerts in Microsoft Teams

What you get

When quality alerts are on, a card appears in your connected Teams channels when a conversation scores below your threshold or turns negative. The card shows the score, the agent, the threshold and the team.

Set it up

Connect Teams under Integrations, then open Quality QA and the Alerts tab. Turn on the alerts you want and set the threshold.

Control the volume

Set the maximum alerts per hour. Alerts above that limit are held back so a bad hour does not flood your channel.

Channels

Every enabled Teams connection for your account receives quality alerts. Use a dedicated channel if you want them separate from chat notifications.