Enlighten Behavioral Metrics Widget

Required permission: Interaction Analytics View

The Enlighten Behavioral Metrics widget displays a heat map that lets you see agent performance in one or more of the Enlighten behavioral metrics. These metrics can analyze both voice and digital interactions. Enlighten metrics are only available for English interactions. There are two models for Enlighten metrics that you can choose from:

Customer Satisfaction: This set of metrics is more helpful if you want to focus on ways to improve the way your agents interact with customers.
Sales Effectiveness: This set of metrics is more helpful if you want to look for ways to train agents and improve sales.

You can only view one model in a widget at a time. But you can choose from the following metrics and display them in the order you want.

Learn more about Enlighten customer satisfaction metrics

metric	details
Demonstrate Ownership	Displays a score for how well agents demonstrate the following behavior: Reassures the client that they understand the issue and are ready and able to help.
Active Listening	Displays a score for how well agents demonstrate the following behavior: Responds in the conversation and doesn't ask the client to repeat themselves.
Be Empathetic	Displays a score for how well agents demonstrate the following behavior: Acknowledges stated issues and how they impact the client.
Build Rapport	Displays a score for how well agents demonstrate the following behavior: Acknowledges the client's request. They actively respond in the conversation and don't ask the client to repeat themselves.
Set Expectations	Displays a score for how well agents demonstrate the following behavior: Summarizes actions and next steps. They inform the client of what to expect or what to do next.
Effective Questioning	Displays a score for how well agents demonstrate the following behavior: Asks meaningful questions to explore the client's experience, issues, or opportunities.
Promote Self-Service	Displays a score for how well agents demonstrate the following behavior: Promotes the availability of self-service options, such as a website or app.
Inappropriate Action	Displays a score for how well agents demonstrate the following behavior: Denies a client's request to transfer, uses inappropriate language, or performs other offensive actions. While all other behaviors are positive, this is a negative behavior. The gauge color will be green and the score will be high when the agent is not displaying this behavior.
Acknowledge Loyalty	Displays a score for how well agents demonstrate the following behavior: Acknowledges the client's history with your organization. Shows appreciation for their loyalty.
Overall Customer Satisfaction	A calculation of the agent's average score for all customer satisfaction metrics. You can view the score by individual interactions or all interactions at once. The Overall Customer Satisfaction Score is calculated by taking the average of the index scores of all the customer satisfaction metrics.

Learn more about Enlighten sales effectiveness metrics

Metric	details
Acknowledge Request	Displays a score for how well agents demonstrate the following behavior: Confirms initial understanding of the contact's request and takes accountability for the resolution.
Ask for the Sale	Displays a score for how well agents demonstrate the following behavior: Determines if the contact has expressly agreed to buy.
Confirmed Sale	Displays a score for how well agents demonstrate the following behavior: Evaluates interactions for indications that a sale has been made.
Demonstrate Empathy	Displays a score for how well agents demonstrate the following behavior: Acknowledges challenges or life events and the impacts they might have on the contact.
Demonstrate Ownership	Displays a score for how well agents demonstrate the following behavior: Reassures the contact that they understand the contact's needs throughout the interaction.
Likelihood to Buy	Displays a score for how well agents demonstrate the following behavior: Evaluates interactions for buying signals.
Make a Connection	Displays a score for how well agents demonstrate the following behavior: Actively relates to and takes a genuine interest in the contact.
Overcome Objections	Displays a score for how well agents demonstrate the following behavior: Skillfully acknowledges and addresses objections with features and benefits that move the sale forward.
Presumptive Selling	Displays a score for how well agents demonstrate the following behavior: Expressly assumes that the contact has already agreed to buy and wraps up the interaction.
Uncover Needs	Displays a score for how well agents demonstrate the following behavior: Asks meaningful questions to explore the contact’s stated and unstated needs and buying decision drivers.
Overall Sales Effectiveness	A calculation of the agent's average score for all sales effectiveness metrics. You can view the score by individual interactions or all interactions at once. The Overall Sales Effectiveness Satisfaction Score is calculated by taking the average of the index scores of all the sales effectiveness metrics.

Read the Chart

Each line on the chart represents an agent. You can see the percentage score for that agent for each behavior. The scores are also color-coded to help you quickly see which behaviors the agent needs help with.

Blue: Positive score.
Red: Negative score.
Gray: Neutral score.

View Interaction Details

When you click an agent in the chart, you can click Show Interactions to view the interactions that match the metric during this time period. For example, if you click a bar that shows 46 interactions were not abandoned during the time period and select Show Interactions, the Interactions Widget opens to display those 46 interactions.

Modify the Widget Settings

You can modify the Enlighten Behavioral Metrics Widget settings to apply filters, change the name of the widget in the workspace Named view of one or more widgets., and change the displayed behaviors.

Change the Title

Click Options in the top right corner of the widget.
Click Settings.
Enter the new widget name in the Title field.
Click OK.

Customize the Widget

Click Options in the top right corner of the widget.
Click Settings.
Click Widget Options to open the drop-down.
If you want to change the behaviors that show in the widget, click the Select Columns drop-down. Select the checkboxes for the behaviors you want to see. Clear the checkboxes for behaviors you don't want to see.
If you want to group the behaviors in the display, click the Group By drop-down, then click Agent, Team, or Category.
Click OK.