Trigger a Notification using Conversation Etiquette

Overview

Coaching within the Revenue.io platform is based on the context of a call (which is determined based on the relationship of a call to Salesforce records and what is spoken about) along with the behavior of the rep or caller.

Moments™ isn't just limited to coaching reps on what to say in live conversations, it can also be used to detect and influence a reps' conversational behaviors in real-time. These behavior-based notifications are called "Conversation Etiquette".

"Conversation Etiquette" is a type of triggering criteria that allows for the triggering of Notifications not by what is said on a live call (phrases spoken), but rather how it is said. 


Example 

When a rep is speaking on a call, Moments™ will track and calculate the rep's speaking rate (words-per-minute). If the rep exceeds a words-per-minute threshold for too long, a Notification is delivered  automatically to them reminding them to slow down.


etiq_1.png

 

Conversation Etiquette Types

Agent Talk Rate

“Agent Talk Rate” is a modality available in the Moments™ Conversation Etiquette feature. When a rep is speaking on a call, Moments™ will track and calculate the rep's speaking rate (as words-per-minute) in real time. If the rep exceeds a words-per-minute threshold for too long, a Notification is delivered to them reminding them to slow down. If the rep continues to speak quickly on the same call even after being reminded, Moments™ will remind the rep again until the rep slows their speech.

Screen_Shot_2022-11-01_at_10.48.58_PM.png

 

Agent Monologues

“Agent Monologues” is a modality available in the Moments™ Conversation Etiquette feature. When a rep is speaking on a call, Moments™ will track and calculate an agent’s longest talk streaks (i.e. “monologues”) in real time. If the rep speaks - uninterrupted and without pauses - for too long, a Notification is delivered to them reminding them to give the caller a chance to talk. If the rep continues monologuing on the same call even after being reminded, Moments™ will remind the rep again until the rep takes a pause.

Screen_Shot_2022-11-01_at_10.48.17_PM.png

 

Agent Interruptions

“Agent Interruptions” is a modality available in the Moments™ Conversation Etiquette feature. When a rep is speaking on a call, Moments™ will track and calculate how many times the agent has interrupted the caller in real time. If the rep interrupts the caller too many times within a short timeframe, a Notification is delivered to them reminding them to be more polite. If the rep continues to interrupt while on the same call even after being reminded, Moments™ will remind the rep again until the rep demonstrates more patience.

Screen_Shot_2022-11-01_at_10.48.39_PM.png



Languages Supported

Conversation Etiquette is available for users in any currently supported transcription language.

 

 

How to add a new "Conversation Etiquette" Notification

1. On Notifications List page, click "Notification Templates"
etiq_5.png


2. Locate the templates with the “Behavioral Etiquette“ category and click the “Add“ button.
Note: each template will have to be added individually for each type of Conversation Etiquette 
etiq_6.png


3. In the confirmation modal, click the “Add” button again to confirm adding this new template to your account
etiq_7.png


4. After seeing the confirmation message, the template will be successfully added. Then click “Notifications” in the navigation to return to the Notifications List page
etiq_8.png


5. You’ll notice the newly added Notification in the list. Click the "Enable" button to turn on the Conversation Etiquette notification.
etiq_9.png


6. Conversation Etiquette Notification is now enabled and eligible to trigger on live calls.
etiq_10.png

 

How to modify an existing "Conversation Etiquette" Notification

1. On the Notification List Page, locate the specific Conversation Etiquette Notification you want to modify and click the “Edit” option
etiq_11.png


2. On the Update Notification page, you can make targeting changes by selecting "Notification Targeting" option. Note: you can change the audience that is targeted to receive this conversation etiquette notification.
Or you can make changes to modify the Content by selecting the pencil icon.
etiq_12.png


3. After clicking the pencil icon, the Update Content panel will load. 
Once changes are made, click the “Save” button to save the updated Content.
etiq_14.png


4. Once all changes are made, make sure to click the “Save” button to save the modified Notification.
etiq_15.png

 

 

Was this article helpful?

/