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Moments™
Using Moments™
Supervisor Experience
Use Behavioral Insights to Improve Team Performance

Use Behavioral Insights to Improve Team Performance

Role:
Supervisor
Licenses:
Moments™Conversation AI

The Behavioral Insights report combines Moments™ notification data with Conversation AI analytics to show how real-time coaching is influencing agent behavior. This powerful report helps you understand whether etiquette notifications are actually changing how agents conduct conversations, providing quantifiable evidence of coaching effectiveness.

Understanding Behavioral Insights

Behavioral Insights measures the impact of Conversation Etiquette notifications on three key conversation behaviors:

  • Talk Rate - How fast agents are speaking
  • Interruptions - How often agents interrupt prospects
  • Monologues - The length of agents’ longest speaking segments

How Behavioral Insights Works

The report compares:

  • Notification triggers (bar chart) - How often etiquette notifications are triggered
  • Behavioral metrics (line chart) - The actual behavior averages from Conversation AI

The goal is to see a negative correlation over time: as more notifications are triggered, the corresponding behavioral metric should decrease, indicating that agents are improving their conversation skills.

Accessing the Behavioral Insights Report

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

Three Key Behavioral Metrics

1. Agent Talk Rate

Question: Is talk speed improving after reps are reminded to slow down?

This metric shows:

  • How many “Talk Rate” notifications were triggered (bar chart)
  • The average agent talk rate in your account (line chart)

What to look for:

  • Negative correlation - As notifications increase, talk rate decreases (agents are slowing down)
  • Positive correlation - As notifications increase, talk rate increases (agents are talking faster, not responding to coaching)
  • No correlation - Notifications aren’t affecting talk rate

2. Agent Interruptions

Question: Are interruptions improving after reps are reminded to be patient?

This metric shows:

  • How many “Interruption” notifications were triggered (bar chart)
  • The average number of interruptions in your account (line chart)

What to look for:

  • Negative correlation - As notifications increase, interruptions decrease (agents are becoming more patient)
  • Positive correlation - As notifications increase, interruptions increase (agents aren’t responding to coaching)
  • No correlation - Notifications aren’t affecting interruption patterns

3. Agent Monologues

Question: Are monologues (longest talk streaks) improving after reps are reminded to pause?

This metric shows:

  • How many “Monologue” notifications were triggered (bar chart)
  • The average monologue length in your account (line chart)

What to look for:

  • Negative correlation - As notifications increase, monologue length decreases (agents are pausing more)
  • Positive correlation - As notifications increase, monologue length increases (agents aren’t responding to coaching)
  • No correlation - Notifications aren’t affecting monologue patterns

Interpreting the Results

Negative Correlation (Ideal)

When you see a negative correlation:

  • Etiquette notifications are effectively changing behavior
  • Agents are responding to real-time coaching
  • Conversation quality is improving
  • Action: Continue using these notifications and consider expanding to other teams

Positive Correlation (Concerning)

When you see a positive correlation:

  • Agents may not be responding to notifications
  • Notifications might be appearing at the wrong times
  • Additional training may be needed
  • Action: Review notification trigger criteria, provide additional coaching, or adjust notification content

No Correlation (Needs Investigation)

When there’s no correlation:

  • Notifications may not be visible or actionable enough
  • Agents might not understand how to respond
  • Trigger criteria may need adjustment
  • Action: Review notification design, gather agent feedback, and test different approaches

Using Filters Effectively

The Behavioral Insights report can be filtered by:

  • User Name - Drill down to individual agent performance
  • Team Name - Compare performance across teams
  • Call Disposition - See if behavior varies by call outcome
  • Date Range - Track trends over time
  • Call Type - Compare inbound vs. outbound behavior
  • Duration - Focus on calls of specific lengths

Filtering Tips

  • Start broad, then narrow - Begin with team-level data, then drill down to individuals
  • Compare time periods - Look at behavior before and after implementing notifications
  • Identify patterns - Use filters to find which agents or scenarios show the best improvement

Creating Action Plans from Behavioral Insights

For Agents with Positive Correlation

  1. Review notification engagement - Check if agents are seeing and responding to notifications
  2. Provide one-on-one coaching - Discuss the importance of conversation etiquette
  3. Adjust notification timing - Consider if notifications appear too late in conversations
  4. Set specific goals - Establish measurable targets for improvement

For Agents with Negative Correlation

  1. Recognize improvement - Acknowledge that coaching is working
  2. Share success stories - Use these agents as examples for the team
  3. Maintain consistency - Continue using effective notifications
  4. Set stretch goals - Challenge high performers to maintain or improve further

For Teams with No Correlation

  1. Review notification design - Ensure notifications are clear and actionable
  2. Gather agent feedback - Understand why notifications aren’t influencing behavior
  3. Test different approaches - Try varying notification content or trigger criteria
  4. Provide training - Ensure agents understand how to respond to etiquette prompts

Best Practices

  • Review monthly - Check behavioral trends regularly to catch issues early
  • Compare across teams - Identify which teams show the best improvement
  • Correlate with outcomes - See if behavioral improvements lead to better call results
  • Adjust notifications - Modify trigger criteria based on behavioral data
  • Share insights - Discuss behavioral trends with your team during coaching sessions

Integration with Other Reports

Combine Behavioral Insights with:

  • Interactions Report - See if agents are engaging with etiquette notifications
  • Outcomes Report - Understand if behavioral improvements correlate with better results
  • Compliance Report - Check if conversation quality affects compliance rates
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