Description
As an Sales Manager, I want Moments notifications to be triggered when a talk streak threshold is reached, so that Agents are warned when they're talking too long
How to configure:
- Hit "Create Notification"
- Navigate to "Triggering Criteria"
- Hit "Add Criteria"
- Hit "Conversation Etiquette" under Select Triggering Criteria
- Under Conversation Etiquette, select Agent Monologues
- On selection of "Agent Monologue", the following text is presented:
If an agent speaks for an extended period of time on a call, the Notification will be triggered.
On selection of "Agent Monologue", click "Save" and an Agent Monologues "card" is saved
The saved card includes text and edit/delete icons
Notification fires when Triggering Logic met
Triggering Logic
On a call, the Agent has spoken continuously for 100 seconds.
NOTE: Backchannel interruptions of the Agent do not reset the 100 second counter.