Step 1 - Select your Team View & Date Range
In the top left corner you will see the View option. Here you will select your desired team to view along with the desired date range.
Please note this will provide the total number of calls for that specific team within that specific date range.
Step 2 - Leveraging the Search option
On the right side of the screen you will see a box labeled as ‘Search for Words & Phrases’. Here you will be able to type in words or phrases that will produce calls and the transcripts associated with them.
Please note that you need words that have 3+ letters and up to 20 words.
Step 3 - Leveraging Filters
On the left panel you will see ‘Filter’ options which are a combination of Moments created and filters provided via your Metadata.
Selecting Filters will allow you to manipulate the data based on the calls associated with that filter selection.
Best Practices
In order to increase the effectiveness of a building Moment, it is recommended that you want to Leverage the Analyze Tab in the Dashboard. This tab gives the user the ability to validate how often a possible outcome or Moment is occurring on calls. Basically, you are checking the sample size of calls based on the date range, speaker and search words & phrases. From there an end user can determine if or if not a Moment should be created.
Feel free to download the below PDF for your own documentation.