How to use Moments

Step 1 - Category & ‘Add Moment’ options

Determine the Category that you wish to create your Moment under. These are found directly under the Tabs.

Select a category and you should see ‘Add New Moment’ on the right-hand pane. This allows you to start the process of creating your new Moment by completing the available fields with data associated to your new moment.

Step 2 - Building out the Moment

Give your moment a name associated with the task or verbiage you’d like to capture. The Description Box allows you to provide the context behind the moment or reason. Next, you will move to Theme and select if the Moment will be Positive, Negative or Neutral.

Then hit save to get to the next step.

Next, you will need to select the Speaker with your options being Agent, Customer or Both.

Next, you will move to Type and select the type of Moment. Your options will be Present & Not Present

Teams will allow you to apply the Moment to All Teams or Specific Teams.

The Keyword box allows you to add new words or phrases that you want to assign to the Moment.

Once you have completed all required fields, you can now hit ‘Save’ in the top right corner to save your Moment contents.

In order to turn on the Moment, you will select ‘Enabled’ in the top right corner.

Best Practices

It is recommended that Managers, Supervisors & QARs are calibrating frequently in order to determine if a new Moment needs to be created or an existing Moment needs to be updated.

In order to increase the effectiveness of a Moment, you want to Leverage the Preview Moment option or the Preview icon for each keyword or key phrase you type in the Moment. This option 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.

Example of using the keyword or key phrase preview option in the Moment:

*Please note that you can leverage the ‘Filter’ option as another step of refinement

Example of using the Preview Moment Option:

Additional Step to Leverage for Moment Refinement: (Explore Labs option)

This option provides additional keywords or key phrase options in addition to your current search.

When & Why Should You Create a Moment?

Moments should be created based on outcomes you are trying to track or drive for several different reasons. They could be compliance-based outcomes, agent behavior-based outcomes, Marketing outcomes or QA outcomes to name a few.

Feel free to download the below PDF for your own documentation.