What Information is Needed to create a moment

Moments generally have the following properties:

• Name: This is visible title for your moment. The moment name denotes a focal point of an agent call.
  
  
• Description: Description  allows you to describe in detail the goal of the moment being created.
  
  
• Type (Present/ Not present): Type determines whether a moment is triggered when the associated keywords/phrases are present or are not present in the call.
  
  
• Present: 
  • If the type is present the moment will be tagged in the call player view.
  • If the type is not present then the moment will not be tagged in the view but can be seen from the moment tile on the scorecard tab.
    
• Theme: Theme is the sentiment associated with the moment. It can be positive, negative, or neutral.
  • NOTE - Theme is NOT associate with agent behavior
    
    
• Speaker: The moment can be configured to trigger if the agent, customer, or both parties are speaking.
  
  
• Teams: The moment can be configured to trigger calls conducted by all teams or specific teams in your organization.
  
  
• Keywords: Keywords and phrases of your choosing are used to trigger each moment for the moment to trigger. 

Example Moment Title: Empathy

Example Moment Key Words/Phrases: I understand, if I were in your shoes, I'd feel the same way, congratulations, that's sounds so exciting