This is a collection of Moments™ reports showing behavioral trends resulting from real-time notifications focused on improving conversation etiquette.
You can evaluate the impact of Conversation Etiquette Notifications on rep behaviors. By combining etiquette notifications triggered with behavior insights from Conversation AI, Managers gain a deeper understanding of how reps respond to real-time etiquette notifications and adjust their conversational behaviors to be more optimal over time.
Behavioral Insights
The Moments™ Behavioral Insights report is designed to answer this question: How do I know that Conversation Etiquette notifications are influencing behavioral change for my reps?
Specifically:
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Is talk speed improving after reps are reminded to slow down?
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Are interruptions improving after reps are reminded to be patient?
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Are monologues (longest talk streaks) improving after reps are reminded to pause?
Report Structure
The report is divided into three distinct embedded reports, each aligning with a Conversation Etiquette modality:
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Is talk speed improving after reps are reminded to slow down? - This is the Agent Talk Rate report
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Are interruptions improving after reps are reminded to be patient? - This is the Agent Interruptions report
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Are monologues (longest talk streak) improving after reps are reminded to pause? - This is the Agent Monologues report
The report can be filtered by any of the following filters:
- User Name
- Team Name
- Call Disposition
- Relative Date Range
- Call Type
- Duration (minutes)
Understanding the report
The report visualizes the total number of Etiquette notifications triggered compared to Account averages for each of the three Etiquette types.
For each of the three Etiquette types, ultimately, what you want to see is the trend line going down over time. This would indicate that the presence of Etiquette notifications is having a material impact on the behavior of Reps on calls.
Is talk speed improving after reps are reminded to slow down?
This report compares the total number of Agent Talk Rate notifications (bar chart) to the average agent talk rate in the account (line chart).
Are interruptions improving after reps are reminded to be patient?
This report compares the total number of Agent Interruption notifications (bar chart) to the average interruptions in the account (line chart).
Are monologues (longest talk streak) improving after reps are reminded to pause?
This report compares the total number of Agent Monologue notifications (bar chart) to the average monologue length in the account (line chart).
To understand the impact of real-time Etiquette Notifications on rep behaviors, one can evaluate if there is a trending negative correlation, positive correlation, or no correlation over time:
- Negative correlation trend
- As the volume of Etiquette Notifications (bar chart) increase in triggering, there is a noticeable decrease in the corresponding behavioral metric (line chart).
- This can signify that reps are responding to the presence of triggered Etiquette Notifications on their calls and helping to change to their behavior (e.g. talking slower, interrupting less, having shorter/less frequent monologues)
- Positive correlation trend
- As the volume of Etiquette Notifications (bar chart) increase in triggering, there is a noticeable increase in the corresponding behavioral metric (line chart).
- This can signify that reps are not responding to the presence of triggered Etiquette Notifications on their calls and resulting in potentially adverse changes to their behavior (e.g. talking faster, interrupting more, having longer/more frequent monologues)
- No correlation trend
- As the volume of Etiquette Notifications (bar chart) increase in triggering, there is no noticeable change (flat); or no consistent patten (sometimes decreasing, other times increasing) in the corresponding behavioral metric (line chart).
- This can signify that the presence of triggered Etiquette Notifications on rep calls does not have a discernible impact and is neither helping nor hurting rep behaviors.
Report Tips:
- If there are no noticeable trends at the Account-level, are there noticeable trends at the Team-level or User-level? Drill down by filtering for a specific Team or a specific Rep.
- Try expanding or condensing the timeframe (start date and end date) used in the report to identify trends. e.g. what did the baseline behavioral metric look like before Etiquette Notifications were enabled? And what about after?
- If there is no data for Etiquette Notifications (bar chart), consider checking to see if Conversation Etiquette Notifications have been enabled for your Account.
- If there is no data for Behavioral Metrics (line chart), consider checking to see if Conversation AI license has been enabled for your User.
Report Visibility
Note on Access: Users must have both Moments license and Conversation AI license enabled to be able to view the comparison of Etiquette Notifications vs Behavioral Metrics in these reports.
If a user does not have a CAI license, then behavioral metrics in each Chart will not be available and will not be displayed as line graph (even if the behavioral metrics data exists). Only the bar graph of notifications triggered will be displayed.
How to filter reports for "Conversation Etiquette" Trigger Criteria
Note: performance data for triggered Conversation Etiquette notifications will be included in all existing Moments™ reports (where applicable). The steps below illustrate how to filter for the specific performance of particular Conversation Etiquette notifications.
1. Click on a specific Report in the left navigation menu
2. Click on the “Triggering Criteria“ filter to select a specific Conversation Etiquette trigger for filtering the report data
3. Click on the “Refresh” button to reload the report data
4. Report data will be filtered specifically for the selected Conversation Etiquette triggering criteria