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
- 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
