Review Agent Responses to Notifications
As a supervisor, understanding how agents interact with Moments™ notifications is crucial for effective coaching. The Interactions report provides detailed insights into agent engagement with notifications, helping you identify which agents are actively using coaching prompts and which may need additional support.
Understanding Agent Notification Engagement
When Moments™ notifications are triggered during live calls, agents can respond in several ways:
- Automatically Completed - The notification was completed using a completion phrase
- Manually Completed - The agent marked the notification as “Done” within the notification card
- Closed - The agent manually closed the notification using the “X” option
- No Engagement - The notification was triggered but the agent didn’t interact with it
Accessing the Interactions Report
- Log into the Revenue App
- Click Insights
- Select Moments under the Select Product filter
- Navigate to the Interactions report
Key Metrics in the Interactions Report
The Interactions dashboard provides several key metrics to help you understand agent engagement:
Statistic Cards
- Notifications Triggered - Total number of notifications triggered for your team during the selected time period
- Automatically Completed - Percentage of notifications completed using completion phrases
- Manually Completed - Percentage of notifications where agents marked them as “Done”
- Closed - Percentage of notifications that agents manually closed
- No Engagement - Percentage of notifications that were visible but not dismissed or completed
Charts and Insights
The report includes several visualizations:
- Interaction Engagement Over Time - A time series chart showing trends in how agents engage with notifications
- Interaction Engagement Per Agent - Compare engagement rates across your team members
- Interaction Engagement Per Notification - See which specific notifications get the most engagement
Using Engagement Data for Coaching
Reviewing agent responses to notifications helps you:
Identify High Performers
Agents with high completion rates are actively using notifications to improve their conversations. Use these agents as examples for team training.
Support Struggling Agents
Agents with low engagement or high “No Engagement” rates may need:
- Additional training on how to use Moments™ notifications
- Clarification on the value of following notification guidance
- One-on-one coaching sessions to address specific challenges
Optimize Notification Design
If specific notifications have consistently low engagement rates, consider:
- Reviewing the notification content for clarity and relevance
- Adjusting trigger criteria to ensure notifications appear at the right moments
- Simplifying notification text or breaking complex notifications into smaller, more actionable items
Best Practices
- Review engagement weekly to identify trends and address issues early
- Compare engagement across similar notifications to understand what resonates with your team
- Follow up with agents who show low engagement to understand barriers
- Celebrate high engagement to reinforce positive behavior