Skills CX operations
Alert and monitor specs
The pattern is always the same. Someone runs a search — every conversation where a customer threatened to go to the regulator, every ticket about a failing payment partner — finds it valuable, and asks to be told whenever it happens again.
npx rulebase-skills install cx-alert-monitor-specWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “alert me when a customer mentions X”
- “notify the team when complaints spike”
- “keep watching for this”
- “set up a daily monitor for”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Step 1: forecast the alert volume before building anything
Run the detection rule over a historical window and count how often it would have fired, per day and per week. Then check that number against the reality of who is meant to act on it.
Step 2: pick the precision target deliberately
Precision and recall trade off, and the right point depends entirely on what happens when the alert fires.
Step 3: threshold detection or spike detection?
These are different mechanisms and people conflate them.
Step 4: state, dedup and escalation
The mechanics that separate a monitor from a firehose.
Step 5: schedule its own review
Monitors rot. The phrasing customers use changes, the product changes, the partner gets fixed, and the rule quietly stops matching or starts matching everything.
Never automate these
A monitor's job is to put the right conversation in front of the right person quickly. The moment it acts, its false-positive rate becomes a business risk rather than an annoyance.
Spec template
detection: type: threshold # or spike rule: <the matching logic, precisely> languages: [<every language your team works in>] scope: <channels, queues, markets>
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
