Related Products or Features: Real-Time Interaction Guidance, Business Intelligence (BI) Reports, Agent Assist Hub
Required Role Permissions: Report Viewer, Real Time Interaction Guidance Report
Required Employee Settings: Can View BI Reports
This report allows you to view status and trend information from Real-Time Interaction Guidance. You can view the report data either by team or by agent with the tabs in the report header. The report contains three widgets and one table through which you can view specific data. The widgets display teams (or agents) with the most or fewest alerts, and the most common alerts. The Most Common Alerts widget is a breakdown of all 11 guidance behaviors. It displays the number of alerts that were triggered for each behavior, which provides insight into which behaviors your agents may need to improve. The Average Scores table displays the number of alerts and customer satisfaction (CSAT) scores. The CSAT scores correlate with the Overall Sentiment Score, which is a combination of all 11 guidance scores. You can drill-down into the Average Scores table to view more granular score data for individual agents or teams. For example, the exact amount of times each alert was triggered for an agent.
This report is an advanced business intelligence (BI) report. For information about general actions you can perform in BI reports, like exporting, grouping data, or drilling down, check out Actions for Prebuilt BI Reports.
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You can filter inside of the report, but only within the original parameters you defined when you ran the report. For example, if you defined the report date range as July-August, you can only filter inside of the report within those two months.