Documentation

Getting Started

Quick Setup (5 minutes)

Sign up for your QualityAI account
Connect your call center system (RingCentral, Aircall, Five9)
Configure your first alert parameters
Test with a sample call
Go live with real-time monitoring

Pilot Program: Start with our free 30-60 day pilot to validate results before full deployment.

Integration Guide

RingCentral

Connect QualityAI to your RingCentral system for real-time call monitoring.

// RingCentral Webhook URL
https://api.qualityai.com/webhooks/ringcentral

// Required Permissions
- Call Control
- Call Log
- Account Info

Aircall

Integrate with Aircall for seamless call quality monitoring.

// Aircall Integration
API Key: your_aircall_api_key
Webhook: https://api.qualityai.com/webhooks/aircall

// Events to Subscribe
- call.created
- call.answered
- call.ended

Five9

Set up Five9 integration for enterprise call center monitoring.

// Five9 Configuration
Username: your_five9_username
Password: your_five9_password
Domain: your_domain.five9.com

// Real-time Events
- CallStarted
- CallEnded
- AgentStateChanged

Slack Integration

Receive real-time alerts directly in your Slack channels.

// Slack Webhook Setup
1. Create Slack App
2. Add Incoming Webhook
3. Copy Webhook URL to QualityAI
4. Configure alert channels

Alert Configuration

Common Alert Parameters

Alert Type	Trigger	Example Use Case
Refund Request	Keywords: "refund", "money back", "cancel order"	Immediate manager intervention for retention
Raised Voice	Voice tone analysis + volume detection	De-escalation support for angry customers
Compliance Issue	Regulatory keywords + context analysis	Healthcare, financial services compliance
Promise + No Resolution	"I'll call you back" + no follow-up action	Ensure customer commitments are kept
Long Hold Time	Customer on hold > 3 minutes	Prevent customer abandonment

API Reference

Authentication

curl -X GET "https://api.qualityai.com/v1/alerts" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json"

Create Alert Rule

POST /v1/alert-rules
{
  "name": "Refund Request Alert",
  "triggers": ["refund", "money back"],
  "conditions": {
    "sentiment": "negative",
    "confidence": 0.8
  },
  "actions": {
    "slack_channel": "#quality-alerts",
    "email": "manager@company.com"
  }
}

Get Real-time Alerts

GET /v1/alerts?status=active&limit=50

Response:
{
  "alerts": [
    {
      "id": "alert_123",
      "call_id": "call_456",
      "agent_id": "agent_789",
      "type": "refund_request",
      "timestamp": "2024-01-15T10:30:00Z",
      "confidence": 0.92,
      "transcript": "I want my money back..."
    }
  ]
}

Webhooks

Webhook Configuration

Configure webhooks to receive real-time notifications when alerts are triggered.

Webhook Payload Example

{
  "event": "alert.created",
  "timestamp": "2024-01-15T10:30:00Z",
  "data": {
    "alert_id": "alert_123",
    "call_id": "call_456",
    "agent": {
      "id": "agent_789",
      "name": "Sarah Johnson",
      "email": "sarah@company.com"
    },
    "customer": {
      "phone": "+1234567890",
      "name": "John Doe"
    },
    "alert_type": "refund_request",
    "confidence": 0.92,
    "transcript_snippet": "I want my money back, this is ridiculous!",
    "sentiment_score": -0.8,
    "recommended_action": "manager_intervention"
  }
}

Best Practices

Alert Tuning

Start with high-confidence alerts (>0.8)
Gradually lower thresholds based on results
Review false positives weekly
Customize triggers for your industry

Team Training

Train managers on alert response protocols
Create escalation procedures
Set up alert routing by department
Regular training on new alert types

Performance Monitoring

Track alert response times
Monitor escalation resolution rates
Measure customer satisfaction impact
Regular ROI assessments

Security

Use HTTPS for all webhook endpoints
Implement webhook signature validation
Rotate API keys regularly
Monitor API usage for anomalies

Troubleshooting

Common causes:

Webhook URL not configured correctly
Alert confidence threshold too high
Call recording not enabled
API key expired or invalid

Solutions:

Check webhook configuration in dashboard
Lower confidence threshold to 0.7
Verify call recording is active
Regenerate API key if needed

Optimization steps:

Increase confidence threshold to 0.85+
Add negative keywords to exclude common false triggers
Review and refine alert rules weekly
Use context-aware triggers instead of simple keywords

Check these items:

API credentials are correct
Firewall allows outbound connections
Call center system permissions are granted
Webhook endpoints are reachable

Still having issues? Contact our support team at support@qualityai.com