Real-Time Interaction Guidance for Supervisors

This help page is for supervisors. If you're an agent, see the page for using Real-Time Interaction Guidance in MAX or Agent for Salesforce. If you're an administrator, see the page for administrators.

Real-Time Interaction Guidance (RTIG) is like a coach who's always available and ready to help. It provides agents with direction at the exact time it can make a difference.

RTIG is an app that uses artificial intelligence. It "listens" by analyzing the words that are said during the conversation. It can offer one or both of these types of input:

• Phrase-based guidance and alerts—Listens for certain words or phrases to be said (or not said) by the agent or the contact. It can listen to just the agent, just the contact, or both. RTIG offers the agent feedback to help improve the current call.

• Behavior and sentiment guidance—Measures two types of behaviors, customer satisfaction and sales effectiveness. For customer satisfaction, there are 11 behaviors. For sales effectiveness, there are eight behaviors. Behavior guidance helps agents understand how these behaviors impact the outcome of an interaction.

RTIG feedback appears in a separate panel in the agent application.

As a supervisor, you can view an agent's RTIG scores, sentiment scores, and alerts in real time using CXone Supervisor. This can help you determine if an agent requires monitoring, coaching, or help during the call. In CXone Supervisor, you see the same view of RTIG that your agents do.

A comprehensive product training video is available if you're new to RTIG.

View an Agent's RTIG Scores in CXone Supervisor

1. In CXone, click the app selector and select Supervisor .
2. Click Live Monitoring.

3. On the Interactions tab, click an interaction. The Contact ID window opens on the right side of the page and displays the RTIG tab . RTIG scores and alerts appear in real time as the interaction progresses. You won't see any scores or alerts that happened before you started viewing the interaction.

   View image of the RTIG panel in CXone Supervisor

   

The RTIG Tab

You can view an agent's RTIG scores and alerts in a separate tab on the Contact ID window in CXone Supervisor.

Phrase Alerts

RTIG listens for certain words or phrases to be said during each call. Depending on how your company has configured it, RTIG might listen for: 

• Words or phrases said by the agent, the contact, or both.
• Words or phrases that the agent should have said but forgot to.
• Words or phrases said or not said at any time during the call.
• Words or phrases said or not said within a certain amount of time after the call begins.

RTIG gives feedback in the form of alerts in the Suggestion Summary section of the RTIG tab.

Your company determines what words and phrases RTIG listens for. Over time, your company may change the words and phrases that RTIG listens for.

Phrase alerts are an optional feature. If the RTIG tab doesn't give the agent suggestions, your company may not use the feature.

Behavior Guidance, Sentiment, and Likelihood to Buy

RTIG measures agents' performance based on up to 19 soft skill behaviors. It can measure two types of behaviors, customer satisfaction and sales effectiveness. This includes behaviors such as empathy and active listening. It shows agents their current scores for each behavior. It also shows a sentiment score. This score indicates the agent's overall performance during the call. It can also indicate how the contact may be feeling about their experience. As an agent's handling of the interaction changes, the scores update.

The soft skill behaviors that RTIG can measure are: 

customer satisfaction Behavior	how agents can display the Behavior
Acknowledge Loyalty	Acknowledge the contact's history with your organization. Show appreciation for their loyalty.
Active Listening	Respond in the conversation and don't ask the contact to repeat themselves.
Be Empathetic	Acknowledge stated issues and how they impact the contact.
Build Rapport	Acknowledge the contact's request. Actively respond in the conversation and don't ask the contact to repeat themselves.
Demonstrate Ownership	Reassure the contact that the agent understands the issue and is ready and able to help.
Effective Questioning	Ask meaningful questions to explore the contact's experience, issues, or opportunities.
Inappropriate Action	Deny a contact's request to transfer, use inappropriate language, or other offensive acts. While all other behaviors are positive, this is a negative behavior. The score will be high when the agent is not displaying this behavior.
Interruption	Don't talk at the same time as the contact.
Promote Self-Service	Promote the availability of self-service options (such as a website or app).
Set Expectations	Summarize actions and next steps. Inform the contact of what to expect or what to do next.
Speech Velocity	Speak slowly enough to be understood.

sales effectiveness Behavior	how agents can display the Behavior
Acknowledge Loyalty	Acknowledge the contact's history with your organization. Show appreciation for their loyalty.
Active Listening	Respond in the conversation and don't ask the contact to repeat themselves.
Be Empathetic	Acknowledge stated issues and how they impact the contact.
Build Rapport	Acknowledge the contact's request. Actively respond in the conversation and don't ask the contact to repeat themselves.
Demonstrate Ownership	Reassure the contact that the agent understands the issue and is ready and able to help.
Effective Questioning	Ask meaningful questions to explore the contact's experience, issues, or opportunities.
Inappropriate Action	Deny a contact's request to transfer, use inappropriate language, or other offensive acts. While all other behaviors are positive, this is a negative behavior. The score will be high when the agent is not displaying this behavior.
Interruption	Don't talk at the same time as the contact.
Promote Self-Service	Promote the availability of self-service options (such as a website or app).
Set Expectations	Summarize actions and next steps. Inform the contact of what to expect or what to do next.
Speech Velocity	Speak slowly enough to be understood.

RTIG may also display suggestions for the agent from time to time. These suggestions are things the agent can do to help improve the customer's experience. They appear in the Suggestion Summary section of the RTIG tab along with phrase alerts, if your company uses them.

Behavior guidance is an optional feature. If the RTIG tab doesn't have behavior guidance gauges, your company may not use the feature.

Score Gauges and Interpretation

RTIG displays visual score gauges for each behavior and the overall sentiment. The only gauges that appear on the RTIG tab are the ones it's configured to measure for your team. This is determined by the RTIG administrator. The behaviors that RTIG measures may change from time to time as your organization focuses on different skills. They may also be different from team to team.

RTIG scores the agent's performance for each behavior on a scale of 1-100. The scores are divided into the following three categories: 

Category	Details
Successful	The gauge looks like this:  The agent is demonstrating the behavior.
Neutral	The gauge looks like this:  The agent is showing the behavior, but there's room for improvement.
Improvement Needed	The gauge looks like this:  The agent hasn't demonstrated this behavior yet.

The exact range of scores that belong in each category depends on how RTIG is configured. The ranges may be the same for all behaviors, or each behavior might have custom ranges.

View an Agent's Sentiment Score in CXone Supervisor

1. In CXone, click the app selector and select Supervisor.
2. Click Live Monitoring.

3. On the Interactions tab, you can see the sentiment score for Customer Satisfaction behavior profiles. It appears as a smiley icon beside the phone number in the Contact column. The icon changes in real time to reflect an agent’s performance during a call. This makes it easier for supervisors to monitor if an agent needs coaching during a call. In addition, supervisors can create alerts when a call is below a configurable sentiment threshold to highlight a call that may require attention.

   View image of the sentiment score in CXone Supervisor