Real-Time Interaction Guidance – Phrases Report

Required permissions:Report Viewer, Real-Time Interaction Guidance

Required Employee Settings:Can View BI Reports

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 does not have either of the Enlighten CSAT or Sales licenses. If you have one or both of these licenses, this report will be empty. You should use the  Real-Time Interaction Guidance Behaviors and 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.

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:

  1. Go to Reporting > Prebuilt Reports.

  2. Select the report you would like to run from the list.

  3. Complete the report prompt. The available steps and options will vary for each report.

  4. 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-PromptFunnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

  1. To change report parameters click Re-Prompt Funnel in front of a piece of paper with the top right corner folded down..

  2. 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.

  3. When you are finished changing the report parameters, click Run.

Most Common Alerts Widget

The Most Common Alerts widget is a breakdown of all 11 guidance behaviors. It displays a doughnut chart with the number of alerts that were triggered for each behavior. This can provide insight into which behaviors your agents may need to improve.

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.