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Focus and Feedback: Spoken Engage
The document describes 'Spoken Engage,' a platform that enhances performance data management within contact centers by aggregating and organizing multiple data sources for actionable insights. It provides real-time performance management, role-focused data presentation, and customizable views for user-specific data relevance. Additionally, it features tools for effective supervision and performance coaching, along with comprehensive reporting capabilities.
Focus and Feedback: Spoken Engage
- 1. Spoken Engage EnhancedManagement of Performance Data
- 2. 2 Spoken Engage The Challenge of Data Utilization “Data is not information, information is not knowledge, knowledge is not understanding, understanding is not wisdom.” Clifford Stoll
- 3. 3 Spoken Engage Meeting the Challenge of Data Utilization Spoken Engage enables the aggregation and organization of multiple data sources to derive operational insight and actionable intelligence.
- 4. 4 Spoken Engage Putting All the Pieces Together Voice & Screen Recordings ACD Routing Details Post Call Survey - CSAT Customer Profile - CRM Call Type & Disposition Agent Profile - HR • Spoken Engage brings together data from across the contact center to deliver visualization and interaction tools that improve management effectiveness and increase supervision efficiency.
- 5. 5 Spoken Engage Spoken’s Performance Data Portal Role-Focused Data Presentation Easy access to enterprise-wide performance data through a web-based user interface. Views can be customized to present data most relevant to the user based on agent, skill, VDN, group, team and more… Aggregated Data Sources Using APIs, Spoken Engage can link together ACD metrics, quality management scores, speech analytics and CSAT data from 3rd-party databases for a comprehensive view of operations and performance. Real-time Performance Management Enables comprehensive views of agent and team performance metrics conjoined with access to recorded media and live call facilitation for instant performance coaching.
- 6. Fewest Calls LowestAverage Smallest Impact 6 Spoken Engage Overview Overview of the Spoken Engage Home Page KPI heat-map data view Most Calls Highest Average Biggest Impact Spoken_Demo_Skill_1 Spoken_Demo_Skill_2 Spoken_Demo… Skill :: Spoken_Demo_Skill_1 Spoken_Demo… Spoken_Demo..
- 7. 7 Spoken EngageOverview Data Type Selection and Filtering Displayed data type and filtering controls Spoken_Demo_Skill_1 Spoken_Demo_Skill_2 Spoken_Demo… Skill :: Spoken_Demo_Skill_1 Spoken_Demo… Spoken_Demo..
- 8. 8 Data Selectionand Filters Focus on key data elements with refined search capabilities Selectable Data Perspectives Easily change perspectives to view the complete performance picture. Configurable views enable role-based data presentation to diverse users Granular Data Filters Every input element can be added to or removed from the summary data. This granularity enables highly focused, highly tuned reports and displays Key Performance Indicators After the perspective has been selected and the data filtered, the underlying KPI selection drives the heat maps, reports and chart displays. * KPI options expand with additional data sources * Average Handle Time Customer Satisfaction First Call Resolution Evaluation Score Net Promoter Score Average Talk Time
- 9. 9 Spoken EngageOverview Date Range Selection and Filtering Spoken_Demo_Skill_1 Spoken_Demo_Skill_2 Spoken_Demo… Skill :: Spoken_Demo_Skill_1 Spoken_Demo… Spoken_Demo.. Data range and filtering controls
- 10. 10 Data Selectionand Filters Focus on key data elements with refined search capabilities Simple Date Range Selection Pull down menus and calendars for easy date range selection. Select from frequently used ranges or customize. Time interval selections for enhanced granularity Trending Chart for Selected Range Data chart with automatic interval labeling for selected range. Enables refined search parameters to focus on peaks, patterns and trends Data Element Filters Exclude or include ranges of data per data element. Focus views on relevant data while eliminating outlier distortions
- 11. 11 Spoken EngageOverview Drilling Down to the Underlying Data Levels Click to drill down to skill summary data Spoken_Demo_Skill_1 Spoken_Demo_Skill_2 Spoken_Demo… Skill :: Spoken_Demo_Skill_1 Spoken_Demo… Spoken_Demo..
- 12. 12 Spoken EngageOverview Drilling Down to the Underlying Data Levels Skill :: Spoken_Demo_Skill_1 Click to drill down to individual agent data Agent heat-map for selected skill Spoken_Demo_Skill_1 Spoken_Demo_Skill_1 Glenda Bates (DBBates) Calls: 66, Score: 6.53 Minutes
- 13. 13 Spoken EngageOverview Accessing Individual Agent Performance Data Agent interaction history with recording link Full agent selection list After Call Work 00:02:47 Rhonda Hawk DBHawk What is DBHawk doing right now? Abraham Pope (DBPope) Adam Miller (DBMiller) Aldo Cardenas (DBCardenas) Alicia Lightner (DBLightner) Alisa Rojo (DBRojo) Angela Lipkin (DBLipkin) Andrea Baker (DBBaker) Angel Wallins (DBWallins) Anitra Flackelstien (DBFlackelstein) Arthé Harding (DBHarding) Ashleigh Carford (DBCarford) Ashley Sommers (DBSommers) Billie Jo Vaughn (DBVaughn) Brandon Pointer (DBPointer) Brenda Castille (DBCastille) Bruce Chang (DBChang) Carlos Monteverdos (DBMonteverdos)
- 14. 14 Spoken EngageOverview Configuring the Interaction Grid View What is DBHawk doing right now? Configurable Grid Columns Rhonda Hawk DBHawk Abraham Pope (DBPope) Adam Miller (DBMiller) Aldo Cardenas (DBCardenas) Alicia Lightner (DBLightner) Alisa Rojo (DBRojo) Angela Lipkin (DBLipkin) Andrea Baker (DBBaker) Angel Wallins (DBWallins) Anitra Flackelstien (DBFlackelstein) Arthé Harding (DBHarding) Ashleigh Carford (DBCarford) Ashley Sommers (DBSommers) Billie Jo Vaughn (DBVaughn) Brandon Pointer (DBPointer) Brenda Castille (DBCastille) Bruce Chang (DBChang) Carlos Monteverdos (DBMonteverdos)
- 15. 15 Spoken EngageOverview Accessing Individual Agent Performance Data Summary performance data and embedded supervisor tools After Call Work 00:02:47 Rhonda Hawk DBHawk What is DBHawk doing right now? Abraham Pope (DBPope) Adam Miller (DBMiller) Aldo Cardenas (DBCardenas) Alicia Lightner (DBLightner) Alisa Rojo (DBRojo) Angela Lipkin (DBLipkin) Andrea Baker (DBBaker) Angel Wallins (DBWallins) Anitra Flackelstien (DBFlackelstein) Arthé Harding (DBHarding) Ashleigh Carford (DBCarford) Ashley Sommers (DBSommers) Billie Jo Vaughn (DBVaughn) Brandi Blake (DBBlake) Brandon Pointer (DBPointer) Brenda Castille (DBCastille) Bruce Chang (DBChang) Carlos Monteverdos (DBMonteverdos)
- 16. Performance Management Embeddedperformance data and supervisor tools 16 Real-time Agent Status Monitor Real-time agent status is displayed along with historical performance data. When active on a call, an observation session can be initiated directly from Engage. Coaching and Barge features are also available * Embedded Media Player Each interaction shown in the interaction grid includes a link to the recorded media associated with the call. Highlighting an interaction enables the playback of the media through the embedded player Agent Performance Summary Quality-related data fields from all interactions included in the filtered query are summarized for quick evaluation. The Automated QA Score describes agent performance based on key QA data points After Call Work 00:02:47
- 17. 17 Spoken EngageOverview Overview of the Spoken Engage My Charts Page Data Selection and Filters Apply Spoken_Test_1 Spoken_Demo_Skill_1 Spoken_Demo_...
- 18. 18 Spoken EngageOverview Overview of the Spoken Engage My Charts Page Save View for Easy Access and Reuse Spoken_Demo_Skill_1 Spoken_Demo_Skill_2 Spoken_Demo_test
- 19. 19 Spoken EngageOverview Overview of the Spoken Engage Manage Teams Page Create teams and manage members with Spoken’s simplified user interface
- 20. 20 Spoken EngageOverview Overview of the Spoken Engage Reports Page List of available reports including CMS and custom
- 21. (Header) 21 SpokenEngage Overview Creating a Report in Spoken Engage (Columns)
- 22. 22 Spoken EngageOverview Overview of the Spoken Engage Reports Page
- 23. Scheduled_Report_1 Scheduled_Report_2 Scheduled_Report_3 Scheduled_Report_4 Scheduled_Report_5 23 Spoken Engage Overview Scheduling a Report in Spoken Engage ABC SFTP ABC SFTP ABC SFTP ABC SFTP ABC SFTP ABC
- 24. 24 Real-time Monitoring Real-time Queue and Agent Activity Pages (Future) • Agent Status by Team • Staffed • Available • After Call work • On ACD Calls • In AUX Mode • Other Modes • Queue Status by Skill (Current) • Calls Waiting • Longest Call Waiting • % within Service Level • Service Level • ACD Calls • Abandoned Calls
- 25. 25 Real-time Monitoring Real-time Queue and Agent Activity Pages (Future) • Queue Status by Skill (Trend) • # of Queued Calls • # of Staffed Agents • # of Agents on ACD Calls • Real-time Skill Comparison • # of Queued Calls • # of Agents on ACD Calls • # of Abandoned Calls
- 26. 26 Spoken EngageWish List Feedback and Suggestions for Enhancements How can Spoken Engage help you to better manage your contact center data?