Review Notification Effectiveness by Disposition

Understanding which Moments™ notifications correlate with positive call outcomes is essential for optimizing your coaching strategy. The Notifications by Disposition report shows you which notifications trigger most often for different call dispositions, helping you identify which coaching prompts are contributing to successful conversations.

Understanding Notification-Disposition Correlation

The Notifications by Disposition report answers a critical question: Which notifications are most effective at driving positive call outcomes?

By correlating notification triggers with call dispositions, you can:

• Identify notifications that contribute to successful calls
• Find notifications that may be associated with negative outcomes
• Optimize your notification strategy to focus on what works
• Coach agents on which notifications to pay attention to during different call types

Accessing the Notifications by Disposition Report

1. Log into the Revenue App
2. Click Insights
3. Select Moments under the Select Product filter
4. Navigate to the Notifications by Disposition report

Understanding the Report Layout

The report displays a heatmap showing:

• Notifications in the left column
• Call Dispositions across the top
• Percentage values indicating how often each notification triggers for each disposition
• Color intensity - Darker shades indicate higher percentages

Reading the Heatmap

• High percentage (darker blue) - The notification triggers frequently for that disposition
• Low percentage (lighter blue) - The notification rarely triggers for that disposition
• No data - The notification doesn’t trigger for that disposition

Note: Because multiple notifications can trigger on a single conversation, percentages in a column can exceed 100%. Evaluate results on a relative basis rather than absolute percentages.

Key Insights from the Report

Identifying Effective Notifications

Look for notifications that:

• Trigger frequently for positive dispositions - These could be contributing to success
• Rarely trigger for negative dispositions - These may be helping avoid poor outcomes
• Show strong correlation with desired outcomes - Focus coaching on these notifications

Finding Optimization Opportunities

Notifications that:

• Trigger frequently for negative dispositions - May need review or adjustment
• Never trigger for positive dispositions - May not be relevant for successful calls
• Show weak correlation - May need different trigger criteria or content

Using Filters Effectively

Filter the report by:

• User Name - See which notifications work best for specific agents
• Team Name - Compare notification effectiveness across teams
• Call Disposition - Focus on specific outcomes
• Disposition Outcome - Filter to see only Positive, Negative, or Neutral outcomes
• Category - Analyze by notification category
• Content Type - Compare different types of notifications
• Triggering Criteria - See how different trigger types perform
• Date Range - Track effectiveness over time
• Call Type - Compare inbound vs. outbound effectiveness
• Duration - Focus on calls of specific lengths

Filtering for Positive Outcomes

To focus on successful calls:

1. Apply the Disposition Outcome filter
2. Select Positive outcomes
3. Review which notifications have the highest correlation with positive results
4. Use this data to prioritize coaching on these notifications

Note: If the Disposition Outcome filter shows no results, your account’s call dispositions may not be categorized yet. Contact your administrator to categorize call dispositions.

Creating Action Plans from Disposition Data

For High-Performing Notifications

1. Prioritize in training - Emphasize these notifications during onboarding and coaching
2. Share success stories - Show agents which notifications correlate with positive outcomes
3. Reinforce usage - Encourage agents to pay attention when these notifications appear
4. Consider expanding - If these notifications work well, create similar ones for related scenarios

For Underperforming Notifications

1. Review trigger criteria - Ensure notifications appear at the right moments
2. Evaluate content - Check if notification text is clear and actionable
3. Test adjustments - Modify trigger criteria or content and measure impact
4. Consider removal - If notifications consistently correlate with negative outcomes, consider disabling them

For Team-Specific Insights

1. Compare across teams - See if different teams show different patterns
2. Identify team strengths - Recognize which teams are using effective notifications well
3. Address team gaps - Focus coaching on teams where effective notifications aren’t triggering
4. Share best practices - Help teams learn from each other’s success

Best Practices

Regular Review

• Monthly analysis - Review disposition correlations regularly to track trends
• Quarterly optimization - Use data to refine your notification strategy
• After major changes - Review effectiveness after updating notifications or processes

Data-Driven Decisions

• Focus on positive correlations - Prioritize notifications that drive success
• Test and iterate - Make changes based on data, then measure results
• Avoid assumptions - Let the data guide your coaching strategy

Team Communication

• Share insights - Discuss which notifications are most effective with your team
• Set expectations - Help agents understand which notifications to prioritize
• Celebrate success - Recognize when effective notifications contribute to wins

Integration with Other Reports

Combine Disposition data with:

• Interactions Report - See if agents are engaging with effective notifications
• Outcomes Report - Get additional context on call results
• Behavioral Insights - Understand if notification effectiveness correlates with behavior changes
• Frequency Report - See how often effective notifications are triggering