Moments™ Reports allow Sales Leaders, Managers, and even individual Reps to obtain insights into the delivery and adoption of real-time coaching, as well as the changes in rep behaviors and conversation outcomes that result from triggered Moments™ notifications.
Overview of Moments™ Reports
The Reports section can be found in the Moments™ Console, in the left-navigation menu. Once clicked, it will expand to show the different individual Report sections.
There are ten primary Moments™ Reports:
- Delivery
- Understand how often notifications are triggered and by which reps.
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Notifications by Disposition
- Highlights the correlation of triggered Notifications to Call Dispositions. This data is helpful in understanding the efficacy of real-time coaching in influencing the call outcomes that matter and making modifications to increase desired results.
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Compliance
- This is a collection of Moments™ reports showing how Exclude Notifications impact reps’ behaviors to say the “right thing” in live conversations.
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Behavioral Insights
- Highlights behavioral trends resulting from real-time Notifications focused on improving Conversation Etiquette. This data is helpful in understanding how reps' conversational behaviors improve to become more optimal over time.
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Outcomes
- These reports show the overall impact of triggered notifications on driving positive Call Outcomes.
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Conversation Conversion
- This dashboard seeks to clearly highlight your conversation conversion funnel and to highlight the impact that Moments™ has on your outcomes.
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Content Links
- This dashboard highlights how reps are using content links that are associated with their triggered notifications.
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Frequency
- This dashboard provide a series of statistic cards to summarize how often notifications of various types are triggered on relevant conversations and detailed charts to walk you through individual slices of engagement.
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Checklist Adherence
- In this dashboard we provide a series of statistic cards to summarize checklist engagement data and detailed charts to walk you through individual slices of engagement.
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Interactions
- These dashboards show how reps are interacting with notifications that are based on an included phrase, time, or conversation etiquette behavior.
Filtering and Analyzing Results
Every page in a Moments™ Reports section represents a collection of reports that can provide an overview of performance. It is especially helpful to dive deeper into analysis by applying report filters to the dataset to hone in on:
- A particular timeframe to identify trends
- A particular team/agent to isolate their performance
- A particular call disposition to assess outcomes
- Particular notification characteristics to make deeper comparisons
- Particular call characteristics to isolate their data
Every report page displays three filters by default, however the + Additional Filters button allows you to open up the Additional Filters panel to see/apply many more.
When updating filter values for any Moments™ report, click the Refresh button (or Apply button) after updating your filter selections to refresh the data displayed to match all of your set filter options.
When navigating from one report page to another, the report filters previously applied will be preserved so you don't have to re-apply them to the new report page. To conduct a different analysis, click the Clear All button (or Reset button) to start over.
Downloading Results
Individual reports can be downloaded. Hover over the results, then select the cloud icon in the top-right corner (or bottom-right corner) of a report to download them.
Results can be downloaded in CSV, XLSX, or JSON file formats.