Actions

Actions is an AI tool designed for customer experience (CX) leaders. It can help you make decisions faster to reach your organization goals quickly. It finds chances for automation and makes your work more efficient. It allows you to compare your service levels with industry standards and make plans to reach your goals. By using specific and the newest AI models for CX, and advanced features in CXone, you can get data and analysis quicker. This helps identify the best ways to automate tasks and achieve business goals by providing insights for the next steps.

You can take a short eLearning that gives an overview of Actions. This course also includes details on Actions settings, how to work with prompts, visualizing data with charts and sharing insights.

You must have the appropriate permission to access Actions, click Actions Permissions to learn more.

Actions is designed for operation managers to easily gain operation and customer experience insights from multiple datasets.

In Actions, you can:

  • Type a conversational prompt where you can ask questions about your data, and it even provides suggested questions to help you get started.

  • Save frequently used prompts .

  • Get data insights and visualize that data as charts and monitor specific data visualizations regularly.

  • Share the data insights.

All data displayed in Actions is set according to your time zone. It is designed to reflect data at the time you ask the question. For real-time data, you need to refresh your query.

Settings

There are some settings that you can set on this page

Response Data Settings

  • Default Period in Days: You can use this setting to outline the standard duration (in days) for the response data collection when no specific time frame is mentioned in your prompt.

  • Default Number of Records: You can use this setting to specify the number of records the response should display If you don't specify the number of records in your prompt.

  • Length of Insight: With this setting you can control the detail level of your insights. You can choose between Short (up to 30 words), Medium (up to 60 words), and Long(up to 100 words).

Prompt Settings

Short Name Length: With this setting you can select the length of the short name of your prompt under Saved Prompts. You can choose between Short (up to 4 words), Medium (up to 8 words), and Long (up to 12 words).

Legal Disclaimer

A Legal Disclaimer is displayed in the conversational panel, which can be toggled on or off (default is on) through an organization-wide setting affecting all users.

Working with Prompts

You can get started by asking a question.

  1. Click the app selector and select Actions .

  2. On Actions Insights, Type a question for data insights in the conversational panel to ask questions about various data sets. Suggested questions are available to get you started on your queries.

  3. You can click on a suggested question to copy it into the prompt box.

  4. Submit your query to receive a response. After submitting a prompt, you can still access the suggested questions. Click on the Actions to view another list of five relevant questions.

Saved Prompts

The Saved Prompt feature in Actions allows you to efficiently manage frequently used conversational prompts. Whether it’s a question you ask repeatedly or a specific analysis you need to perform regularly, this feature helps you streamline your workflow. Your conversation history stores all previous questions you've asked, allowing you to revisit and reevaluate your data.

To save a prompt, you can:

  • Click Save prompt, after visualizing data and formulating a question you want to reuse. The prompt is saved under Saved Prompts.

  • Each saved prompt has a system-generated short name. The length of this short name is determined based on the word limit you set in the short name in Prompt Settings.

  • When you hover over the short name, you can see additional settings to Rename the prompt’s name for clarity, or Edit the prompt or Delete prompts that are no longer relevant. After you save a prompt, it cannot be edited.

  • You can directly execute a saved prompt by clicking on it. You don't need Submit to run the question.

John wants to quickly see trends in the contact center, understand team performance, and identify the reasons customers are calling. Currently, he relies on analysts in his organization to pull data from multiple reports to gather metrics such as call reasons, average handle time (AHT), customer sentiment, and quality scores. John is reluctant to do this himself because the process is not only time-consuming but also requires him to remember various filters and options in the reports to gather these different metrics.

Being familiar with using ChatGPT in his daily life, John finds it very convenient to ask for information in natural language. He wishes for a simpler and more intuitive way to consolidate all this information in one place with minimal effort.

John uses the following steps:

  1. John asks Enlighten Actions a prompt like, “Show me 10 teams that had the highest average handle time last week.”

  2. John requests other metrics in natural language, such as, “Show me the top 10 contact reasons that had the highest volume last week,” and “Show me 10 teams with the lowest average customer sentiment for last week.”

  3. He saves each of these queries under Saved Prompts.

Each week, John simply accesses the saved prompts and clicks on them one by one to get the information.

You frequently analyze call reasons with low customer sentiment scores. You save a detailed and lengthy prompt like Top 10 Call Reasons with Lowest Sentiment under Saved Prompts. Using its generative AI capabilities, Actions then automatically produces a concise and understandable short name for this prompt. Now, whenever you need this insight, simply click the saved prompt to retrieve the data.

Image for Working with Prompts

Insights and Data Display

When you ask a question, Actions provides two types of information:

  • Actual Data: Data displayed as a table (if it has two or fewer columns). For data with more than two columns, by default only the first 10 rows of data is displayed. To view more than 10 rows, click Load More. Data with more than two columns is displayed in a list.

  • Textual Insights: Contextual information related to the data.