Enlighten Summary Widget

Required permission: Interaction Analytics View

The Enlighten Summary Widget provides a quick look at metrics "badges" for the agent, team, or contact center. The widget also shows a graph so you can see whether the metric is trending up or down. Enlighten metrics are only available for English interactions.

By default, the widget shows the five lowest-scoring metrics. You can change one or more of the displayed metrics in the widget settings, up to a maximum of five of the nine available Enlighten behavioral metrics.

Behavior

how agents can display the Behavior
Acknowledge Loyalty Acknowledge the contact's history with your organization. Show appreciation for their loyalty.

Active Listening

Respond in the conversation and don't ask the contact to repeat themselves.

Be Empathetic Acknowledge stated issues and how they impact the contact.
Build Rapport

Acknowledge the contact's request. Actively respond in the conversation and don't ask the contact to repeat themselves.
Demonstrate Ownership Reassure the contact that the agent understands the issue and is ready and able to help.
Effective Questioning Ask meaningful questions to explore the contact's experience, issues, or opportunities.
Inappropriate Action

Deny a contact's request to transfer, use inappropriate language, or other offensive acts.

While all other behaviors are positive, this is a negative behavior. The gauge color will be green and the score will be high when the agent is not displaying this behavior.
Promote Self-Service Promote the availability of self-service options (such as a website or app).
Set Expectations Summarize actions and next steps. Inform the contact of what to expect or what to do next.

Screenshot of the Enlighten Summary custom configuration screen

Read the Widget

You can see the average percentage score for each behavior for your contact center. The scores are color-coded and show a trend line to help you quickly see which behaviors need your attention.

Show Interactions

  1. Using your mouse, hover over any point in the trend line. A dotted line appears along with a box that shows the Date, Score, and Volume of interactions analyzed for that day.

    Screenshot of the Enlighten Summary widget with drill down information

  2. Click the dotted line, then click Show Interactions to open the Interactions Widget filtered to show those interactions.

Modify the Metrics Widget Settings

You can modify the Enlighten Summary Widget settings to apply filters, change the name of the widget in the workspaceClosed Named view of one or more widgets., and change the displayed badges.

Change the Title

  1. Click Options in the top right corner of the widget.
  2. Click Settings.
  3. Enter the new widget name in the Title field.
  4. Click OK.

Customize the Enlighten Summary Widget

  1. Click Options in the top right corner of the widget.
  2. Click Settings.
  3. Click the Widget Options drop-down.
  4. If you want to display badges based on low scores:
    1. Click the Low Score tab.
    2. Select a radio button to see badges for the 3 Lowest , 4 Lowest, or 5 Lowest scored behaviors.
  5. If you want to display badges based on high scores:
    1. Click the High Score tab.
    2. Select a radio button to see badges for the 3 Highest, 4 Highest, or 5 Highest scored behaviors.
  6. If you want to display badges based on something other than score:
    1. Click the Custom tab.
    2. Select checkboxes for up to five badges.
    3. Use the Arrows at the right end of a behavior line or Move at the left end of a behavior line to order the badges as you want to see them.
  7. Click OK.

Export the Chart as a CSV File

Data is exported in CSV format.

  1. Click Options in the top right corner of the widget.
  2. Click Export The export icon looks like a three-sided square with an arrow pointing down into it..