Trigger Criteria Overview

 

When configuring a Notification in the Moments™ Console, triggering criteria can be defined to specify when and how the Notification should trigger during a live conversation in order to deliver guidance to a rep in real-time.

 

Where to define Triggering Criteria

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Types of Triggering Criteria

Summarized below are the Triggering Criteria options that are currently available in Moments™.

 

Trigger Criteria Type

Description

Triggering Method

Notes

Phrases

(aka “Phrase Match”)

Monitors the presence or absence of keyword(s) / phrases(s) spoken during a conversation.

Notifications can trigger when a specific phrase is verbally spoken or not spoken during a live conversation.

Phrase Mentioned

Triggers when the specified phrase/word is spoken verbally (mentioned), this is an Include Notification.

 

Phrase NOT Mentioned

Triggers when the specified phrase/word is not spoken verbally (not mentioned) within a certain time interval, this is an Exclude Notification

Primary Trigger Criteria

 

see Examples

Conversation Etiquette

Monitors conversational behaviors in real-time, focusing on how it is said, instead of what is being said.

Notifications can trigger when suboptimal conversation etiquette is detected during a live conversation.

Agent Talk Rate

Triggers when a rep speaks too fast for a prolonged period

 

Agent Interruptions

Triggers when a rep interrupts the other party too frequently in a short time period

 

Agent Monologue

Triggers when a rep speaks for too long in a continuous fashion without taking pauses for a prolonged period

Primary Trigger Criteria

Time

Monitors the amount of time that has elapsed since the start of a call.

Notifications can trigger when the duration of the call exceeds a specific time interval.

Elapsed Time

Triggers after the designated time has elapsed since the start of the live call

Primary Trigger Criteria

Salesforce Scenarios

(Optional)

Monitors an additional layer of context from integrated Salesforce data detected during a live call.

Notifications can trigger when specific Salesforce field values are detected and matched on the live call, AND the specified primary trigger criteria is satisfied.

Lead Object

The specified field(s) and value(s) are detected within the SFDC Lead object from the other party's side of the call and are matched.

 

Contact Object

The specified field(s) and value(s) are detected within the SFDC Contact object from the other party's side of the call and are matched.

 

Account Object

The specified field(s) and value(s) are detected within the SFDC Account object from the other party's side of the call and are matched.

 

Opportunity Object

The specified field(s) and value(s) are detected within the SFDC Opportunity object from the other party's side of the call and are matched.

 

Secondary Trigger Criteria

Salesforce Scenarios acts as a second criteria for triggering a Notification, never the primary criteria.

Therefore, it can be optionally added in combination with other forms of primary trigger criteria. Example combinations include:

  • Phrase Match AND Salesforce Scenario

  • Conversation Etiquette AND Salesforce Scenario

  • Time AND Salesforce Scenario

In each of these cases, the primary trigger criteria must be satisfied along with the Salesforce Scenario criteria in order for the Notification to be triggered.

 

see Supported Field Types

 

 

 

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