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Moments™
Using Moments™
Supervisor Experience
Track Compliance and Best Practice Adherence

Track Compliance and Best Practice Adherence

Role:
Supervisor
License:
Moments™

Ensuring your team follows compliance requirements and best practices is critical for risk management and consistent performance. Moments™ provides tools to track whether agents are speaking required phrases, completing checklists, and adhering to established methodologies during live conversations.

Compliance Tracking with Moments™

Moments™ helps you monitor compliance through:

  • Exclude notifications - Detect when required phrases are NOT mentioned during calls
  • Checklist adherence - Track completion of required checklist items
  • Compliance reports - Measure overall compliance rates across your team

Using the Compliance Report

The Compliance report shows how effective “exclude” notifications are in ensuring agents speak required phrases during conversations.

Understanding Compliance Metrics

The report measures coaching effectiveness in three ways:

  • Success - Agent spoke the required phrase(s) before the notification was triggered
  • Coached to Success - Agent spoke the required phrase(s) after the notification was triggered
  • Unsuccessful - Notification was triggered and agent never completed the required phrase(s)

Accessing the Compliance Report

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

Key Metrics in the Compliance Report

Report Components

The Compliance dashboard includes several views:

  • Agent Comparison - See how different agents perform on compliance notifications
  • Trends Over Time - Track whether compliance is improving or declining
  • Unsuccessful Calls - Detailed list of calls where agents didn’t complete required phrases
  • Notification Effectiveness - Compare which compliance notifications are most effective

Filtering Options

Filter the report by:

  • User Name
  • Team Name
  • Call Disposition
  • Notification Name
  • Date Range
  • Call Type
  • Duration

Tracking Checklist Adherence

Checklists help ensure agents follow methodologies like BANT or MEDDIC and capture key information during conversations.

Checklist Adherence Metrics

The Checklist Adherence report shows:

  • Total Number of Checklists - How many checklists were presented to agents
  • Checklist Completion Rate - Percentage of checklists where all items were completed
  • Checklist Item Completion Rate - Average number of items completed per checklist
  • Completion Trends - How adherence changes over time

Using Checklist Data

Review checklist adherence to:

  • Identify training gaps - Agents with low completion rates may need additional training
  • Optimize checklist design - If completion rates are consistently low, consider simplifying checklists
  • Track methodology adoption - Ensure agents are following required sales processes
  • Measure improvement - Track whether coaching is improving adherence over time

Best Practices for Compliance Monitoring

Set Up Compliance Notifications

  1. Identify required phrases - Determine what agents must say on every call
  2. Create exclude notifications - Set up notifications that trigger when phrases are NOT mentioned
  3. Ensure they are relevant - Make sure they are limited in scope to relevant calls in the When step.
  4. Test notifications - Verify they trigger at appropriate times
  5. Monitor results - Review compliance reports regularly

Regular Review Process

  • Weekly reviews - Check compliance rates for your team
  • Identify patterns - Look for common phrases that agents consistently miss
  • Provide targeted coaching - Focus on agents with low compliance rates
  • Celebrate improvements - Recognize agents who maintain high compliance

Addressing Non-Compliance

When agents don’t complete required phrases:

  1. Review the call recording - Understand the context of why the phrase wasn’t mentioned
  2. Determine if coaching is needed - Assess whether this is a training issue or a one-time occurrence
  3. Provide specific feedback - Use the Compliance report to show agents exactly which calls need attention
  4. Follow up - Track whether compliance improves after coaching

Using Compliance Data for Team Management

Team-Level Insights

  • Compare team performance - See which teams have the best compliance rates
  • Identify team-wide issues - If multiple agents miss the same phrases, consider process improvements
  • Track improvement trends - Measure whether team compliance is improving over time

Individual Coaching

  • One-on-one reviews - Use compliance data in individual coaching sessions
  • Set specific goals - Establish compliance targets for agents who need improvement
  • Recognize high performers - Acknowledge agents who consistently maintain compliance

Integration with Other Reports

Combine compliance data with other reports for a complete picture:

  • Compliance + Outcomes - See if compliance correlates with positive call results
  • Compliance + Behavioral Insights - Understand if compliance affects conversation quality
  • Compliance + Interactions - Check if agents are engaging with compliance notifications
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