Etiquette is a collection of dashboards focused on the conversational traits across your organization, individual teams, and Agents.
The Etiquette dashboards provide an org, Team, or user-level overview of conversation etiquette metrics, such as how often customers and agents interrupt or demonstrate engagement during a phone conversation. Conversation Etiquette dashboards answer questions like what percentage of the conversation reps are speaking for, how much time reps spend on monologues, and how often reps are interrupting.
Reports
- Average Phone and Video Talk Percentage (by team/user + over time)
- Average Phone Interruption Percentage (by team/user + over time)
- Agent Phone and Video Monologues (by team/user + over time)
- Average Video Talk Rate (by team/user + over time)
- Customer Phone and Video Monologues (by team/user + over time)
- Average Phone and Video Silence Percentage (by team/user + over time)
- Active Phone Listening Percentage (by team/user + over time)
- Average Phone and Video Sentiment Sentiment (by team/user + over time)
Average Phone and Video Talk Percentage (by team/user + over time)
Are reps talking too much?
Shows the average talk percentage (the percentage of any given call a rep spent talking (i.e. rep talk time divided by total call time)) over time for a selected time period.
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No filters = average talk time trend within the selected time period for all CAI users
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Team filter = rep-by-rep comparison of average talk time within the selected time period
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User filter = average rep talk time trend within the selected time period for a selected user
Average Phone Interruption Percentage (by team/user + over time)
Are reps interrupting prospects?
Shows the average interruption percentage (percentage of a call Reps spent speaking while a prospect was also speaking) over time for a selected time period.
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No filters = average overtalk trend within the selected time period for all CAI users
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Team filter = rep-by-rep comparison of overtalk within the selected time period
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User filter = average rep overtalk trend within the selected time period for a selected user
Agent Phone and Video Monologues (by team/user + over time)
Are reps going on long monologues?
Shows the average and longest talk streak aka monologue (the average length of time a rep speaks before pausing to listen, while the Longest Talk Streak is the longest streak on any given call) over time for a selected time period.
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No filters = average talk streak trend within the selected time period for all CAI users
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Team filter = rep-by-rep comparison of avg. talk streaks within the selected time period
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User filter = average rep talk streak trend within the selected time period for a selected user
Average Video Talk Rate (by team/user + over time)
Are Resp talking too fast?
Shows the average talk rate (words per minute) - how fast are reps talking?
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No filters = average talk rate trend within the selected time period for all CAI users
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Team filter = rep-by-rep comparison of avg. talk rate within the selected time period
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User filter = average rep talk rate trend within the selected time period for a selected user
Customer Phone and Video Monologues (by team/user + over time)
For how long are reps allowing customers to speak?
Shows a customer's average and longest talk streak (monologue) over time. Average Talk Streak is the average length of time a customer speaks in one talk segment, while the Longest Talk Streak is the longest streak on any given call.
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No filters = average talk streak trend within the selected time period for all CAI users
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Team filter = rep-by-rep comparison of avg. customer talk streaks on each rep’s calls within the selected time period
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User filter = average customer talk streak trend within the selected time period for a selected user
Average Phone and Video Silence Percentage (by team/user + over time)
Are reps leaving silence on calls?
Shows an agent's average silence percentage (the proportion of any given call where no one was speaking)
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No filters = average silence % per call trend within the selected time period for all CAI users
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Team filter = rep-by-rep comparison of average silence % per call on each rep’s calls within the selected time period
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User filter = average silence % per call trend within the selected time period for a selected user
Active Phone Listening Percentage (by team/user + over time)
Are customers engaged, and are reps having a highly interactive conversation?
Shows an agent's average active listening percentage (Speaker Transitions per Minute is the number of “back and forths” between the rep and customer within a minute)
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No filters = average speaker transitions per minute trend within the selected time period for all CAI users
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Team filter = rep-by-rep comparison of average speaker transitions per minute on each rep’s calls within the selected time period
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User filter = average speaker transitions per minute trend within the selected time period for a selected user
Average Phone and Video Sentiment Sentiment (by team/user + over time)
Do my reps and prospects sound happy?
Shows the average conversation sentiment. Sentiments represent the emotion of a sentence, -1 is very negative (“I despise the competition”), 0 is neutral (“that is fine”), and 1 is very positive (“I love these features”). Sentiments are computed on every sentence of a call and are displayed as an average value of the sentiment of an overall call.
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No filters = average sentiment trend within the selected time period for all CAI users
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Team filter = rep-by-rep comparison of avg. sentiment within the selected time period
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User filter = average sentiment trend within the selected time period for a selected user