Moments™ Reports
Moments™ provides a comprehensive suite of reports to help administrators and supervisors analyze team performance, identify coaching opportunities, and measure the impact of real-time coaching. These reports give you visibility into how your team is using Moments™ notifications and how coaching is influencing behavior and outcomes.
Available Moments™ Reports
You have access to several reports that provide different insights into team performance:
Performance and Engagement Reports
Behavioral and Compliance Reports
Operational Reports
Accessing Reports
- Log into the Revenue App
- Click Insights
- Select Moments under the Select Product filter (Optional)
- Select the report you want to view from the navigation menu
Key Metrics to Monitor
Engagement Metrics
- Notification completion rates - Are agents following through with coaching prompts?
- Checklist adherence - Are agents completing required checklist items?
- Content link clicks - Are agents accessing provided resources?
Behavioral Metrics
- Talk rate trends - Are agents improving their speaking pace?
- Interruption patterns - Are agents becoming more patient listeners?
- Monologue length - Are agents pausing appropriately during conversations?
Outcome Metrics
- Conversion rates - Are notifications contributing to successful outcomes?
- Compliance adherence - Are agents speaking required phrases?
- Disposition correlation - Which notifications correlate with positive call outcomes?
Creating a Performance Review Workflow
| Weekly Review | Monthly Analysis | Quarterly Planning |
|---|---|---|
| Check Interactions report to see overall engagement | Compare team performance across all reports | Analyze trends over time to measure improvement |
| Review Behavioral Insights to identify coaching opportunities | Identify top performers and struggling agents | Identify which notifications are most effective |
| Examine Outcomes to measure impact on results | Review notification effectiveness and adjust as needed | Plan notification updates based on performance data |
| Share insights with your team during coaching sessions | Set goals for the next quarter |
Regularly reviewing Moments notification performance creates a feedback loop for team coaching. Monitoring report data helps you spot which notifications drive results and which need adjustment. This lets you highlight high performers and improve your notifications.
If notifications aren’t relevant, agents may ignore them, reducing coaching effectiveness. By consistently analyzing performance data, you can keep notifications impactful and your team engaged.
Using Reports for Coaching Conversations
When meeting with agents, use report data to:
- Celebrate successes - Share positive trends and improvements
- Identify specific opportunities - Point to exact metrics that need attention
- Set measurable goals - Use report data to establish clear targets
- Track progress - Follow up on previous coaching discussions with updated data