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 the Auto-Suggest 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.