This article walks through FAQs in the following areas:
1. New Moment Builder Capabilities
2. Transferring Old Moments to New Moments Builder
NEW MOMENT BUILDER CAPABILITIES
Q: What operators are available?
A: AND/OR are the first operators introduced end of October 2022. In FY 23, more operators are planned for release.
TRANSFERRING OLD MOMENTS TO NEW MOMENT BUILDER
Q: How will the Moment Manager change with the new Moment Builder?
A: We’ve kept the Moment Manager the same with both Moment Builders meaning moments created in the older version and the new version were visible in one view. Moments created using the older version will remain in the moment's manager
LIMITATIONS
Q: Is Moment Duplication possible on New Moment Builder?
A: No. Moment Duplication is not a feature part of the New Moment Builder launch. It is on the Roadmap.
Q: How many Components and Groups can you use within each Moment?
A: You can only add six components to a single Moment. You can make up to three Groups within a Moment. You cannot make a Group within a Group.
Q: Can you add Metadata filters using the New Moment Builder?
A: No. You cannot add metadata to a Moment on the new Moment Builder.
Q: Can you add ML Moments using the New Moment Builder?
A: No. ML Moments such as Sentiment are set up by our Onboarding & implementation team on the backend of our product. You can find ML Moments within the Moments Manager.
Q: Can we customize Moment Location parameters beyond the existing pre-set options?
A: No. This is not available today. Currently the Moment Location presets are limited to First 120, 180 seconds. Last 120, 180 seconds. We are expanding Moment Location options in the coming months. Please refer to the latest Product Roadmap for more information.
PRICING
Q: How does the new Moment Builder factor into pricing?
A: New Moment Builder is available for ALL customers, regardless of the pricing tier. Signals Library will only be available for customers on Pro Pricing Tier.
WORKFLOWS
Q: How do I delete a Moment?
A: Moments cannot be deleted in Observe.AI however you are able to ‘archive’ the Moment which will remove the disabled Moment from the main Moment Library while keeping it available for future use if desired. For steps on how to archive a moment, please review this article.
Q: How do I rearrange my moments on the Scorecard tab?
A: Moments cannot be rearranged on the Scorecard tab.
Q: How many default Machine learning Moments are in Observe.AI?
A: There are five default ML Moments in Observe.AI. These are: Call Opening, Dead Air, Hold time Violation, Redaction, and Negative Customer Sentiment.
Q: How do I know which Observe.AI Moments to create?
A: Use your QA form as a starting point. Create moments in line with the questions in your form.
Use the Explore feature in Observe.AI to get suggested phrases when building out a moment. Use 'Preview Key Phrase' or 'Preview Moment' to understand if phrase(s) are in line with agent talk tracts and scripts.
Q: Where can moments be viewed in Observe.AI?
A: Moments can be viewed on the following tabs:
- Scorecard Tab: Via displayed moment tile
- Interactions Tab: Via filters* and columns
- Leaderboard Tab: Via filters* and columns
- Analyze Tab: Via filters*
*The Filter option will be displayed with the moment's “category” name. Once you’ve clicked on the desired category, you would see the individual Moments available in that Category.
Q: How do I edit my current Moments on the new Moment Builder?
A: You can edit moments by accessing the moment of interest within the Moment Manager. By clicking on the moment, you will be able to pull up the definition in the Moment Builder view. Be sure to click “Save” to capture your edits.
Q: How many default Machine learning Moments are in Observe.AI?
A: There are five default ML Moments in Observe.AI. These are: Call Opening, Dead Air, Hold time Violation, Redaction, and Negative Customer Sentiment.