Create a Checklist

Checklists provide Reps an actionable reminder of best practices to apply in real-time, such as critical messaging to say or items to accomplish over the course of a live conversation.

This article covers:

 

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Benefits of Checklists

For Agents

Oftentimes, various situations dictate that a Rep must perform a preset series of steps during a call. For example, asking a prescribed list of discovery/triage questions, following a predefined compliance/operational process, mentioning value props or talking points from a scripted response, etc. Typically, these are hard to commit to memory and Reps can easily skip a step or forget altogether. With Checklists displayed front and center, Reps are clearly prompted on the most critical things they need to say or do, and have an actionable way to mark their progress/completion during a live call.

 

For Supervisor

For managers and sales leaders, this feature provides a systematic way to highlight a short list of important reminders pertinent to a Rep’s live conversation. Using Checklists, Supervisors can enable better Rep performance by ensuring their adherence to predefined steps or prescribed best practices. This can lead to reduced time and energy needed for Reps to memorize messaging, adapt to changing processes, or cognitive overload. Further, Checklists enable greater accountability into the effectiveness of coaching, to understand more precisely how reps utilize/accomplish the list of Checklist items they’re presented with in real-time. This insight can drive more targeted coaching efforts.

 

How it Works

  • A Checklist is triggered when a targeted phrase is spoken (or not spoken), or a certain amount of time has elapsed on a call
  • A Checklist can display up to 3 items for the Rep to complete
  • When a Rep completes a checklist item, they can mark the completion of the Checklist item by:
    • Manually clicking each corresponding checkbox. The item will be greyed out on completion by click.
    • Speaking a required completion phrase that automatically marks the corresponding item complete. The item will be greyed out on completion by voice. (This is an optional setting)
  • A Checklist will remain in view until all individual items have been completed
  • Once all individual items within a Checklist have been completed (in any order), the Checklist is fully completed, and disappears from view
  • Multiple Checklists can be triggered on the same call
  • When other Notifications (information/warning/alert) are triggered while a Checklist remains in view, the other Notifications will display temporarily before auto-disappearing. They can be found in the expanded widget.

 

Summary Steps: How to Create a Checklist 

In the Create panel, complete the following:

  1. Name- Give your new Checklist a descriptive name
  2. Notification Targeting- Select a specific audience that you want to target to receive this Checklist. See this article for details on how to use this setting.
  3. Triggering Criteria- Select a triggering criteria to define how and when this Checklist will trigger during a live conversation for targeted user(s). 
  4. Content- Create and customize the Content for this Checklist. This defines the specific checklist items (up to 3) that will be displayed to your targeted user(s) when the Checklist is triggered. For additional information on creating Checklist Content, see these detailed steps
  5. Enable- Click the "Enable" toggle to activate this Checklist. When enabled (ON), this Checklist will be eligible to trigger during live conversations. If the triggering criteria are satisfied, this enabled Checklist will trigger and be delivered immediately to the targeted user(s). If you are not ready to enable this Checklist, you can leave it disabled (OFF) until you are ready to activate it.
  6. Action Buttons
    • Cancel- this will close the panel and changes will not be saved.
    • Preview- this will open a modal window that displays how this Checklist will look to the recipient. Visit this Previewing a Checklist article for further details.
    • Save- this will save your changes and close the panel. Visit the Save a Checklist draft article for further details on how saving drafts of your work.

Once these steps have been completed, click the "Save" button to create your Checklist. The Create panel will be closed and your new Checklist will be saved. 

 

If you want to test your newly created Checklist to ensure it triggers, follow the steps outlined here.

 

 

Detailed Steps: How to Create a Checklist

 

1. Click on Checklists in the left navigation

Click on Checklists in the left navigation

 

2. Click on "Create Checklist" button

Click on "Create Checklist" button

 

3. Enter a Name for your Checklist

Enter a Name for your Checklist

 

4. Choose who you want to target under Notification Targeting

Choose who you want to target under Notification Targeting

 

5. Click on "Add Criteria" under Triggering Criteria

Click on "Add Criteria" under Triggering Criteria

 

6. Click on "Time" option for your trigger criteria

Click on "Time" option for your trigger criteria

 

7. Enter a time value for your Checklist to trigger

Enter a time value for your Checklist to trigger

 

8. Click on "Save" button

Click on "Save" button

 

9. Click on "Add Content"

Click on "Add Content"

 

10. Click on "New Content"

Click on "New Content"

 

11. Enter a Title for your Checklist content

Enter a Title for your Checklist content

 

12. Select a Category for your Checklist content

Select a Category for your Checklist content

 

13. Enter a Subheadline for your Checklist content (Optional)

Enter a Subheadline for your Checklist content (Optional)

 

14. Enter the text for the first checklist item to appear in your Checklist

Enter the text for the first checklist item to appear in your Checklist

 

15. Click on "Completion Phrases" (Optional)

Click on "Completion Phrases" (Optional)

 

16. Enter 1 or more words/phrases that can be detected by speech to complete this Checklist item

Enter 1 or more words/phrases that can be detected by speech to complete this Checklist item

 

17. Click on "Checklist Item" to add a second checklist item. Then enter the text and/or completion phrases for your second checklist item (Optional)

Click on "Checklist Item" to add a second checklist item. Then enter the text and/or completion phrases for your second checklist item (Optional)

 

18. When you are finished entering your checklist items and/or completion phrases, click the "Save" button to save the Checklist content

When you are finished entering your checklist items and/or completion phrases, click the "Save" button to save the Checklist content

 

19. Click on "Preview" button to see a visual preview of your Checklist

Click on "Preview" button to see a visual preview of your Checklist

 

20. Click on X to close the preview modal when you are finished previewing

Click on X to close the preview modal when you are finished previewing

 

21. Click on "Save" button to save your newly created Checklist

Click on "Save" button to save your newly created Checklist
 

 

 

After creating your Checklist, you can return to edit the Checklist, preview the Checklist, test how it will trigger, or enable/disable it.

 

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