Home / What gets flagged
The policy
What gets flagged —
and what deliberately doesn't
The hardest part of call monitoring is not finding problems. It is refusing to report the ones that are not yours. WiseSentry applies one overriding test, and it is the reason managers keep reading the emails.
The overriding test
Did this business let the customer down?
A call is raised only if one of two things is true.
(a) You caused it
A mistake, a wrong order, a missed deadline, a job not booked, an instruction ignored, a promise broken — or your own system or portal failing the customer.
(b) Your response was inadequate
Someone else caused the problem, but the customer was left without help: no callback, no follow-up, no answer, no owner.
Everything else is noise — however dramatic it sounds. A supplier missing a delivery, a manufacturer's fault, a strike, a storm, a road closure. If your team is handling it normally, no alert is sent. That is not a limitation; it is the product working.
Worked examples
Same situation, opposite verdicts
The distinction is easiest to see side by side. These are illustrative composites, not real customer calls.
| What happened on the call | Verdict | Why |
|---|---|---|
| Trades A part is on back-order from the supplier. Your office rings the customer, explains, and books a revised date. | Not flagged | Someone else's problem, handled properly. |
| Trades Same back-order, but the technician promises to call back with a date. No callback is made; the customer rings again two days later. | Flagged | Limb (b) — the response was inadequate. |
| Any Customer cannot log in to your portal or booking system, so rings and is helped manually. | Flagged | Limb (a) — your system failed them, even though the agent recovered it. |
| Any Customer is annoyed about their bank, and says so at length. Your agent is warm and helpful. | Not flagged | Frustration aimed at a third party. |
| Property Third call this fortnight about the same unrepaired hot water system. | Flagged | Repeat contact on one matter is a failure signal in itself. |
| Medical Patient rings to chase results promised last week. Reception cannot find the referral and takes a message. | Flagged | Limb (a) and (b) — your process lost it, and the caller left with no owner. |
| Automotive Service booking is 40 minutes late starting. Service advisor rings ahead, apologises, offers a loan car. | Not flagged | A slip your team caught and handled before the customer had to chase it. |
| Any Your staff member calls a supplier to chase something on a customer's behalf. | Not flagged | Trade-to-trade. Not a customer conversation. |
Categories
How flags are labelled
Every alert carries a category and a severity, so a manager can triage the inbox at a glance.
Service failure
The business did not deliver what it said it would.
Booking or order at risk
Something the customer has paid for or committed to is in jeopardy.
Complaint
A genuine complaint about your service — not about a third party.
Escalation
The customer has asked for a manager at your business.
Duty of care
Someone's welfare or safety is in play and your business has not met its obligation.
Unresolved
The call ended with the customer still exposed and no owner assigned.
Categories are tuned per industry. The set above is a common starting set; yours is defined with you during setup and named for your work. See how this looks across industries.
Keeping it quiet
How false alarms are kept down
A second opinion
Every candidate flag is re-read by an independent verification pass that asks a neutral question — not "is this flag correct?", which any model will simply agree with.
Deterministic gates
Some suppressions are rules, not judgement — personal calls, trade calls, calls too short to contain a conversation. Rules do not have off-days.
One matter, one alert
Follow-up calls attach to the original alert rather than generating a fresh one, so a single problem never floods an inbox.
Reviewed against your verdicts
During a pilot, you tell us which flags were right. Those verdicts tune the policy — on your definitions, not ours.
In the first reviewed batch of a live deployment, four calls were raised and the client confirmed all four were worth their attention. Small numbers, honestly reported — but that is the bar: a manager should never regret opening the email.
Define the policy on your own calls
The rules above are a starting point. What counts as "your fault" in your business is a conversation worth having properly.