Overview
NOVA Sentiment Alerts notify you after a call finishes processing when the tone of that conversation matches criteria you define. This helps you quickly address unhappy callers or recognize great customer experiences without manually reviewing every call.
Creating an Alert
Open NOVA → Sentiment Alerts from the left menu and choose Create Alert. Give the alert a clear name and description, then configure:
- Which users should receive the alert
- Which users are being monitored
- A minimum call duration
- The sentiment conditions you care about, such as average sentiment or ending sentiment
- How the alert is delivered — system notifications, push notifications through the LS Orbit mobile app, or browser notifications
Receiving and Using Alerts
Once created, NOVA monitors qualifying calls automatically. The robot icon in the top navigation bar shows recent alerts. Clicking an alert takes you directly into the call transcription, where you can review the summary, full transcript, recording, and sentiment timeline without searching through Call History.
Sentiment Reporting
Sentiment data is also available through Reports → Automated Reports. You can use the NOVA Sentiment report template or add sentiment metrics into existing daily or weekly reports. These can be scheduled to run automatically and delivered by email, summarizing calls transcribed, average sentiment, ending sentiment, and sentiment by user over time.
Need More Help?
Email help@lightspeedvoice.com or call 941-564-3010 for assistance.
