Enlighten Summary Widget

Required permission: Interaction Analytics View

The Enlighten Summary Widget provides a quick look at metrics "badges" for the agent, team, or contact center. The widget also shows a graph so you can see whether the metric is trending up or down. 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.

By default, the widget shows the three lowest-scoring metrics. You can change one or more of the displayed metrics in the widget settings, up to a maximum of five of the nine available Enlighten behavioral metrics. You can also view an overall customer satisfaction score. This displays an average score of all behavioral 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.

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.

Screenshot of the Enlighten Summary custom configuration screen

Read the Widget

You can see the average percentage score for each behavior for your contact center. The scores are color-coded and show a trend line to help you quickly see which behaviors need your attention.

View Interaction Details

  1. Using your mouse, hover over any point in the trend line. A dotted line appears along with a box that shows the Date, Score, and Volume of interactions analyzed for that day.

    Screenshot of the Enlighten Summary widget with drill down information

  2. Click the dotted line, then click Show Interactions to open the Interactions Widget filtered to show those interactions.

Modify Enlighten Summary Widget Settings

You can modify the Enlighten Summary Widget settings to apply filters, change the name of the widget in the workspaceClosed Named view of one or more widgets., and change the displayed badges.

Change the Title

  1. Click Options icon of 3 verticle dots in the top right corner of the widget.
  2. Click Settings.
  3. Enter the new widget name in the Title field.
  4. Click OK.

Customize the Widget

  1. Click Options icon of 3 verticle dots in the top right corner of the widget.
  2. Click Settings.
  3. Click the Widget Options drop-down.
  4. If you want to display badges based on low scores:
    1. Click the Low Score tab.
    2. Select a radio button to see badges for the 3 Lowest , 4 Lowest, or 5 Lowest scored behaviors.
  5. If you want to display badges based on high scores:
    1. Click the High Score tab.
    2. Select a radio button to see badges for the 3 Highest, 4 Highest, or 5 Highest scored behaviors.
  6. If you want to display badges based on something other than score:
    1. Click the Custom tab.
    2. Select checkboxes for up to five badges.
    3. Use the Arrows at the right end of a behavior line or Move at the left end of a behavior line to order the badges as you want to see them.
  7. Click OK.

Export the Chart as a CSV File

  1. Click Options icon of 3 verticle dots in the top right corner of the widget.
  2. Click Export The export icon looks like a three-sided square with an arrow pointing down into it..