Real-Time Interaction Guidance Report – Behaviors and Phrases

Related Products or Features: Real-Time Interaction Guidance, Business Intelligence (BI) Reports, Agent Assist Hub

This report allows you to view status and trend information from Real-Time Interaction Guidance. Use this report if your organization has one or both of the Enlighten CSAT or Sales licenses. If you do not have these licenses, this report will be empty. Use the Real-Time Interaction Guidance Phrases report instead.

You can filter the report data either By Team, By Agent, or By Contact using the tabs in the report header. The report contains three widgets and two tables where you can view specific data. The widgets display teams or agents with the most or fewest alerts, as well as the most common alerts.

Working with Business Intelligence (BI) reports

This report is an advanced Business Intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

To access and run this report:

Go to Reporting > Prebuilt Reports.
Select the report you would like to run from the list.
Complete the report prompt. The available steps and options will vary for each report.
Click Run.

Note that you cannot use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can filter the report data to change what displays.

For most reports, you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

To change report parameters click Re-Prompt .
Edit the parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.
When you are finished changing the report parameters, click Run.

Widgets in this Report

Widgets at the top of the report display general statistics for alerts and behavioral scores for the time period you select. This can provide insight into which behaviors your agents may need to improve. You can choose to view alerts for either customer satisfaction (CSAT) metrics or sales effectiveness metrics. The data the widgets display will depend on the set of metrics you choose. You can also view alert data by agent or team.

These widgets display:

Customer Satisfaction/ Sales Effectiveness: The total number of behavioral scores for the selected metric set and time period.
Quantity of Alerts: The total quantity of alerts for the selected behavioral metric set and time period.
Avg Behavioral Scores: The average behavioral score for the selected behavioral metric set and time period.
Max Behavioral Scores: The highest behavioral score for the selected behavioral metric set and time period.
Min Behavioral Scores: The lowest behavioral score for the selected behavioral metric set and time period.

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.

Alerts and Behavioral Scores

This table displays information for the number of alerts and behavioral scores by team, agent, or contact depending on what you select. The behavioral scores correlate with the Overall Sentiment Score, which is a combination of all 11 guidance scores.

The table displays the total number of contacts handled by the team or agents you are viewing. It shows the exact number of alerts that occurred during those interactions. The table also displays the average behavioral score as well as the highest and lowest behavioral scores for an agent, team, or contact.

You can drill down into the behavioral scores to view more detailed score data for individual agents or teams, such as the exact number of times each alert was triggered for an agent.

Phrase Alerts

This table displays information for the number of contacts handled and the quantity of all alerts that occurred during those interactions. You can drill down to view more detailed data for individual agents, teams, or contacts. For example, you could view the exact number of times each alert was triggered for an agent. You can drill down to see information at the interaction level, such as the date and duration of interactions for specific agents.