Real-Time Interaction Guidance scores the agent based on certain soft-skill behaviors, such as empathy, rapport, or interrupting the contact. RTIG can measure two types of behaviors, customer satisfaction and sales effectiveness. For customer satisfaction, you can choose from 11 behaviors. For sales effectiveness, you can choose up to eight behaviors. You determine which behaviors you want to monitor and what the alerts are. Each RTIG profile supports only one type of behavior guidance.
Customer satisfaction and sales effectiveness are separately-licensed behavior models.
Complete each of these tasks in the order given.
Enable Guidance Alerts
Permissions Required:
By default, all behaviors are turned off for a new RTIG profile. Agents only see gauges for behaviors that you enable. The feedback they see is based on the default settings for each behavior unless you customize the feedback. You may want to change configurations from time to time as your organization's needs change.
If you haven't created an RTIG profile, do so now.
- In CXone, click the app selector
and select Other > Automation & AI, then click Agent Assist Hub. - Select the Real-Time Interaction Guidance profile that you want to modify in the left column.
-
Click the Guidance Alerts tab.
- Select Customer Satisfaction or Sales Effectiveness to choose the set of behaviors this profile uses.
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In the Message Alert Settings section, configure how often you want Real-Time Interaction Guidance to show alerts to agents.
Click for information about the fields in this step
Field
Details
Maximum times an event can occur in one interaction The maximum number of alerts you want Real-Time Interaction Guidance to show an agent for a given event type. An event is a single enabled behavior or set of words and phrases. And a minimum of ____ seconds between occurrences How many seconds Real-Time Interaction Guidance waits before displaying the same alert to the agent again. -
Enable any behaviors in the Guidance Configuration section that you want for this profile. Disable any behaviors you don't want the profile to have.
Click for information about the Customer Satisfaction behaviors
Behavior
how
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 they understand the issue and are 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 score will be high when
Interruption Don't talk at the same time as the contact. 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. Speech Velocity Speak slowly enough to be understood. Click for information about the Sales Effectiveness behaviors
Behavior
how
Acknowledge Request Show Ask for the Sale
End the conversation with a statement that encourages a transaction.
Demonstrate Empathy Express interest, concern, and care when contacts have problems. Make a Connection Establish a rapport with the contact by relating and taking a genuine interest in them.
Overcome Objections Provide the contact with specific benefits to move the sale forward. Presumptive selling Ask meaningful questions to learn more about the contact's experience, issues, or opportunities. Uncover Needs Ask questions to understand the contact's needs, lifestyle, challenges, buying reasons, and buying triggers.
Demonstrate Ownership Reassure the contact that - For each behavior, you can customize the performance scale and alert messages. You can accept the default settings for any or all of the behaviors that you enable.
- Click Reset to Default for a behavior if you want to remove all customization from the performance scale and alerts for that behavior. RTIG does not ask for confirmation before resetting the behavior, so only click this option if you're sure you want to remove your customizations.
- Click Save.
Customize the Performance Scale for a Guidance Behavior
Permissions Required:
The performance scale lets you change the score ranges for what's acceptable and unacceptable for each behavior. These ranges correspond to the color of the gauges that agents see in the agent application. The scale ranges from 0 to 100, and you can adjust the scores that fall into each of three ranges:
- Successful: The right-hand side of the sliding scale (in green). Contains the highest scores. By default this category goes from 67 - 100.
- Neutral: The center portion of the sliding scale between the two sliders (in yellow). By default this category goes from 33 - 66.
- Could use some work: The left-hand portion of the sliding scale (in red). Contains the lowest scores. By default this category goes from 0 - 32.
You can customize the scale for one, some, or all of the behaviors you measure with Real-Time Interaction Guidance. If you don't customize the scale for a behavior, Real-Time Interaction Guidance uses the default scale.
- In CXone, click the app selector and select Other > Automation & AI, then click Agent Assist Hub.
- Select the Real-Time Interaction Guidance profile that you want to modify in the left column.
- On the Guidance Alerts tab, click the switch
to enable the behavior you want to customize, if it's not already enabled. -
Click the drop-down arrows
to expand the configuration section for the behavior, if it isn't already expanded. -
Move the sliders
on the numbered bar to define the score limits for each range of performance scores. -
Click Save.
Configure Alerts Messages for a Guidance Behavior
Permissions Required:
Alerts are the messages that appear in the Real-Time Interaction Guidance panel in the agent application based on the agent's current score for a behavior. Each behavior has a default alert, which you can modify. You can create other alerts if you want to make different suggestions to agents at different score levels.
You can customize alerts for one, some, or all of the behaviors you measure with Real-Time Interaction Guidance.
- In CXone, click the app selector and select Other > Automation & AI, then click Agent Assist Hub.
- Select the Real-Time Interaction Guidance profile that you want to modify in the left column.
- On the Guidance Alerts tab, click the switch to enable the behavior you want to configure alerts for, if it's not already enabled.
-
Click the drop-down arrows
to expand the configuration section for the behavior, if it isn't already expanded. -
To create a new alert message, click +Alert. New alerts are enabled by default. To disable it, click the switch
for the new alert. -
Use the drop-downs and score slider bar to set the parameters for when RTIG shows this alert to agents. For example, "Send alerts to agent when it's Less Than a score of 50 for 10 seconds."
Learn more about the fields in this step
Field Details Send Alerts to Agent When It's Select whether you want alerts sent if the agent's score is Greater Than or Less Than the alert threshold you select in the A Score Of field. A Score Of The alert threshold. Click and slide the circle until the pop-up number field shows the score you want to trigger the alert. For Select a number of seconds from the drop-down. If the agent's score stays above or below the alert threshold score you selected in the A Score Of field, this alert triggers. - In the Message field, enter the alert text as you want it to appear to the agent. Sample text is provided for you.
- Apply formatting to Message text by selecting one or more words, then clicking B, I, or U options to bold, italicize, or underline the selected text.
- Click delete
to remove an alert. - Click Save when you are finished customizing alerts for the selected behavior.