Growth · Part of CSAT
Low-score alerts and coaching triggers
Low-score alerts and coaching triggers turn a bad survey into an action instead of a lost signal. You configure score thresholds, and an evaluator raises alert events whenever a single response or a rolling score drops below the line. Alerts surface on the CSAT (Customer Satisfaction: a post-interaction score for how satisfied a customer was.) dashboard where a supervisor can acknowledge them, and a low score also raises a coaching trigger into the Training and Coaching module.
For the operator
You set your thresholds in Settings > CSAT, defining the score at which a single response or a rolling average counts as low. When a survey comes back under the line, the evaluator raises an alert event that lands on the CSAT dashboard, and a supervisor acknowledges it once it has been reviewed. The same low score raises a coaching trigger into the Training and Coaching module, so the QA (Quality Assurance: the program that scores and reviews agent interactions.) lead or team lead picks up a concrete coaching action tied to that agent and that survey. You are not hunting through raw survey exports to find the responses that need attention: they come to you. Rolling-score thresholds catch a slow slide that no single response would flag, and per-response thresholds catch the sharp one-off miss.
Business impact
Every alert and coaching trigger is attributed to the client and LOB (Line of Business: a distinct client program or queue within an operation.) it came from, so a dip on one program never hides inside a blended average. When a client challenges a soft month, you show them the exact low-score responses, the alerts that fired, and the coaching actions that followed. Turning bad surveys into coaching actions closes the loop that most contact centres leak, so a poor score becomes a corrected behaviour instead of churn. Because the threshold, alert, and coaching handoff all live inside FrontLine, you are not paying for a separate voice-of-customer tool or wiring survey data into a coaching platform by hand.