Real-Time Interaction Guidance for Supervisors

This help page is for supervisors. If you're an agent, see the page for using Real-Time Interaction Guidance in MAX or Salesforce Agent. If you're an administrator, see the page for administrators.

Real-Time Interaction Guidance (RTIG) is like a coach who's always available and ready to help. It provides agents with direction at the exact time it can make a difference.

RTIG is an app that uses artificial intelligence. It "listens" by analyzing the words that are said during the conversation. It can offer one or both of these types of input:

  • Phrase-based guidance and alerts: RTIG listens for certain words or phrases to be said (or not said) by the agent or the contact. It can listen to just the agent, just the contact, or both. RTIG offers the agent feedback to help improve the current call.

    Suggestions might include reminders to thank the customer for choosing your company in the first 30 seconds of the interaction. It might also suggest that the agent empathize with the contact when they're saying angry words.

  • Behavior guidance: RTIG has two categories of behaviors it can measure: customer satisfaction and sales effectiveness. Customer satisfaction behaviors are things such as building rapport or not interrupting. Sales effectiveness behaviors are things such as uncovering the contact's needs and overcoming objections. Behavior guidance helps agents have more successful interactions by showing them how behaviors affect the outcome of an interaction.

Agents see RTIG feedback in a separate panel in the agent application.

As a supervisor, you can view an agent's RTIG scores and alerts in real time using CXone Supervisor. You can see RTIG scores for all agents on the Interactions tab when viewing Live Monitoring. This gives you a quick overview of all the agents on your team. If one of your agents has a low score, you can view more detailed RTIG information.

In CXone Supervisor, you see the same view of RTIG that your agents do. This allows you to see the individual behavior scores or the alerts the agent is triggering in real time.

The RTIG tab, showing gauges for behaviors, alerts for behavior and phrases, and the overall sentiment gauge at the top of the tab.

A comprehensive product training video is available if you're new to RTIG.

Phrase Alerts

RTIG listens for certain words or phrases to be said during each call. Depending on how your company has configured it, RTIG might listen for: 

  • Words or phrases said by the agent, the contact, or both.
  • Words or phrases that the agent should have said but forgot to.
  • Words or phrases said or not said at any time during the call.
  • Words or phrases said or not said within a certain amount of time after the call begins.

RTIG gives feedback in the form of alerts in the Suggestion Summary section of the RTIG tab.

Your company determines what words and phrases RTIG listens for. Over time, your company may change the words and phrases that RTIG listens for.

Behavior Guidance

RTIG measures agents' performance based on behaviors in two categories: customer satisfaction and sales effectiveness. It can only measure one category at a time. Your administrator chooses the category for your team. The categories are: 

  • Customer Satisfaction: This indicates how satisfied a contact is with the interaction. Agents receive an overall sentiment score that indicates their performance. This score updates in real time. Agents can use it to focus on displaying behaviors to improve the contact’s satisfaction. There are 11 sentiment behaviors.

  • Sales Effectiveness: This shows how likely the contact is to make a purchase. Agents receive an overall likelihood to buy score that indicates their performance. This score updates in real time. Agents can use it to focus on improving behaviors to improve sales effectiveness and increase the contact’s likelihood to buy. There are eight likelihood to buy behaviors.

Your administrator chooses one or more behaviors from the category assigned to your team. RTIG only measures agent performance on the chosen behaviors. These behaviors might change from time to time, if your administrator determines your team needs to focus on different sets of behaviors.

RTIG shows current scores for each behavior. It also shows an overall score that indicates the agent's overall performance during the interaction. It can also indicate how the contact may be feeling about their experience. As an agent's handling of the interaction changes, the scores update.

The soft skill behaviors that RTIG can measure are shown in tables in the following drop-downs.

Sentiment Behavior

how you can display it
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 you 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

While the other behaviors are positive, this is a negative behavior. The gauge color is green when you are not showing any inappropriate behaviors.

If you act in ways that are offensive or in some other way not appropriate, the gauge turns red. For example, denying a contact's request to transfer or using foul language are inappropriate behaviors.
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.

likelihood to buy Behavior

how agents can display the Behavior
Acknowledge Request Show your willingness and readiness to assist the customer beyond the greeting.

Ask for the Sale

End the conversation with a statement that will encourage a transaction.
Demonstrate Empathy Express interest, concern, and care when contacts have concerns.
Build Rapport

Acknowledge the contact's request. Actively respond in the conversation and don't ask the contact to repeat themselves.
Make a Connection Establish a rapport with the contact by relating and taking a genuine interest in them.
Overcome Objections Address objections with specific benefits to move the sale forward.
Presumptive Selling

Ask meaningful questions to know 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 you are aware of the problem and are prepared to assist.

RTIG may also display suggestions for the agent from time to time. These suggestions are things the agent can do to help improve the customer's experience. They appear in the Suggestion Summary section of the RTIG tab along with phrase alerts, if your company uses them.

Behavior guidance is an optional feature. If the RTIG tab doesn't have behavior guidance gauges, your company may not use the feature.

Score Gauges and Interpretation

RTIG displays visual score gauges for each behavior and the overall score. The only behaviors that appear on the RTIG tab are the ones it's configured to measure for your team. This is determined by the RTIG administrator. The behaviors that RTIG measures may change from time to time as your organization focuses on different skills. They may also be different from team to team.

RTIG scores the agent's performance for each behavior on a scale of 1-100. The scores are divided into the following three categories: 

Category Details

Successful

The gauge looks like this: 

A green gauge with a full line over it.

The agent is demonstrating the behavior.

Neutral

The gauge looks like this: 

A yellow gauge with a partial line over it.

The agent is showing the behavior, but there's room for improvement.

Improvement Needed

The gauge looks like this: 

A red gauge with a short line over it.

The agent hasn't demonstrated this behavior yet.  

The exact range of scores that belong in each category depends on how RTIG is configured. The ranges may be the same for all behaviors, or each behavior might have custom ranges.

View Overall Agent Scores in CXone Supervisor

Viewing an agent's overall score makes it easier for you to monitor if an agent needs coaching during a call. In addition, you can create alerts when a call is below a configurable sentiment threshold to highlight a call that may require attention.

  1. In CXone, click the app selector and select SupervisorIcon for CXone Supervisor.
  2. Click Live Monitoring.

  3. On the Interactions tab, you can see the overall score. It appears as a smiley icon beside the phone number in the Contact column. The icon changes in real time to reflect an agent’s performance during a call.

    ICON Details

    Could use some work

    Neutral

     

    Successful

View an Agent's RTIG Scores in CXone Supervisor

  1. In CXone, click the app selector and select SupervisorIcon for CXone Supervisor.
  2. Click Live Monitoring.

  3. On the Interactions tab, click an interaction. The Contact ID window opens on the right side of the page and displays the RTIG tab The icon for the RTIG tab in the Contact ID window in CXone Supervisor.. RTIG scores and alerts appear in real time as the interaction progresses. You won't see any scores or alerts that happened before you started viewing the interaction.

    The Contact ID window in CXone Supervisor, showing the RTIG tab with the icon for the Contact History tab next to it.

    4.  tab
    Section Details
    Overall Score Shows the agent's overall performance during the call. It's based on all of the agent's guidance scores. It can also indicate the contact's general satisfaction with the interaction or how likely they are to make a purchase, depending on the behavior set being used.

    Suggestion Summary

    All of the guidance suggestions that RTIG currently has for the agent. These are things the agent can do now to improve their overall score and the contact's experience.

    Each suggestion has an icon next to it. Suggestions for phrase-based guidance have a speech bubble icon. Suggestions for behavior-based guidance have a behavior gauge icon.

    Guidance Scores

    This section displays gauges for the behaviors your company currently measures with RTIG. Each one shows you the agent's current score.  This section only shows you behaviors that are currently enabled. If the Guidance Scores section is missing, your company hasn't enabled the feature.

RTIG Reports

There are two RTIG reports you can use: 

  • The Phrases report shows you information about the phrase alerts agents trigger.
  • The Behaviors report shows you information about the behavior scores for your agents.