Moments™ Reports: Notifications by Agent

This is a collection of Moments™ reports highlighting the Notifications triggered by each individual Agent and how often they’re triggered. 

It allows Managers to evaluate who is receiving notifications most often or least often during live conversation in order for Managers to better tailor specific guidance to coach individual Agents. 


What Moments™ Notifications are Agents triggering?

To understand exactly which Agents are triggering notifications (and what those notifications are), Admins can run the "Moments™ notifications (by agent)" report.

Admins can filter the report further by:

  • User Name
  • Team Name
  • Call Disposition
  • Notification Name
  • Category
  • Content Type
  • Triggering Criteria
  • Relative Date Range
  • Call Type
  • Duration (minutes)

For the same time period, you can compare the performance of different Agents. To hone in, apply the User Name filter to isolate the analysis on a particular Agent. This instantly converts the report to time-based trends for the specific rep.


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