Real-Time Interaction Guidance Report

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. 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.

Most Common Alerts Widget

The Most Common Alerts widget is a breakdown of all 11 guidance behaviors. It displays a donut 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.

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 contacts. 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 granular score data for individual agents or teams, such as the exact numberof 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 contacts. You can drill down to view more granular data for individual agents or teams, such as the exact numberof times each alert was triggered for an agent. If you drill down into information by contact you can see details such as the date and duration of contacts for specific agents.