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.
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.
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.
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 to change the parameters of the report.
To change report parameters click Re-Prompt.
Edit the desired 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.
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.
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.