Focus and Feedback: Spoken Engage

Spoken EngageEnhanced Management of

Performance Data

Spoken EngageThe Challenge of Data Utilization

“Data is not information, information is not knowledge,

knowledge is not understanding, understanding

is not wisdom.”Clifford Stoll

Spoken EngageMeeting the Challenge of Data Utilization

Spoken Engage enables the aggregation and

organization of multiple data sources to derive operational insight and actionable intelligence.

Spoken Engage Putting All the Pieces Together

• Spoken Engage brings together data from across the contact center to deliver visualization and interaction tools that improve management effectiveness and increase supervision efficiency.

Voice & Screen

Recordings

ACD Routing Details

Speech AnalyticsQuality

Scores

Post Call Survey -

Customer Profile -

Call Type &

Disposition

Agent Profile -

Spoken EngageSpoken’s Performance Data Portal

Role-Focused Data PresentationEasy 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 SourcesUsing 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.

Spoken Engage OverviewOverview of the Spoken Engage Home Page

KPI heat-map data view

Most CallsHighest Average Biggest Impact

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Fewest CallsLowest AverageSmallest Impact

Spoken Engage OverviewData Type Selection and Filtering

Displayed data type and filtering controls

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Data Selection and FiltersFocus on key data elements with refined search capabilities

Selectable Data PerspectivesEasily change perspectives to view the complete performance picture. Configurable views enable role-based data presentation to diverse users

Granular Data FiltersEvery input element can be added to or removed from the summary data. This granularity enables highly focused, highly tuned reports and displays

Key Performance IndicatorsAfter 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

Spoken Engage OverviewDate Range Selection and Filtering

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Data range and filtering controls

Data Selection and FiltersFocus on key data elements with refined search capabilities

Simple Date Range SelectionPull 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 RangeData chart with automatic interval labeling for selected range. Enables refined search parameters to focus on peaks, patterns and trends

Data Element FiltersExclude or include ranges of data per data element. Focus views on relevant data while eliminating outlier distortions

Spoken Engage OverviewDrilling Down to the Underlying Data Levels

Click to drill down to skill summary data

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Spoken Engage OverviewDrilling Down to the Underlying Data Levels

Click to drill down to individual agent data

Agent heat-map for selected skill

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Glenda Bates (DBBates) Calls: 66, Score: 6.53 Minutes

Spoken Engage OverviewAccessing Individual Agent Performance Data

Agent interaction history with

recording link

Full agent selection list

After Call Work 00:02:47

Rhonda HawkDBHawk

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)

Spoken Engage OverviewConfiguring the Interaction Grid View

Rhonda HawkDBHawk

Configurable Grid Columns

Alisa Rojo (DBRojo)

Spoken Engage OverviewAccessing Individual Agent Performance Data

Summary performance data and embedded

supervisor tools

Rhonda HawkDBHawk

Brandi Blake (DBBlake)

Alisa Rojo (DBRojo)

Performance ManagementEmbedded performance data and supervisor tools

Real-time Agent Status MonitorReal-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 PlayerEach 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 SummaryQuality-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

Spoken Engage OverviewOverview of the Spoken Engage My Charts Page

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Data Selection and Filters Apply

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Spoken Engage OverviewOverview of the Spoken Engage My Charts Page

Save View for Easy Access and Reuse

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Spoken Engage OverviewOverview of the Spoken Engage Manage Teams Page

Create teams and manage members with Spoken’s simplified user interface

Spoken Engage OverviewOverview of the Spoken Engage Reports Page

List of available reports including CMS and custom

(Header)

Spoken Engage OverviewCreating a Report in Spoken Engage

(Columns)

Spoken Engage OverviewOverview of the Spoken Engage Reports Page

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Spoken Engage OverviewScheduling a Report in Spoken Engage

ABC SFTP

Real-time MonitoringReal-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

Real-time MonitoringReal-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

How can Spoken Engage help you to better manage

your contact center data?

Spoken Engage Wish ListFeedback and Suggestions for Enhancements

Focus and Feedback: Spoken Engage

Technology

GCSE CoursesFor the spoken language component, pupils will give one presentation/speech, including responses to questions and feedback. Achievement in Spoken Language will be reported

Feedback to Engage Students

Improving the Grammatical Accuracy of the Spoken English ...repository.wima.ac.id/1291/1/Abstrak.pdf · Instruction (FFI) strategy, coupled with Corrective Feedback (CF) treatment

spoken solo 1: Gobble . spoken solo 2: Shh ! spoken solo 3: Gobble . spoken solo 4: Shh !

GIVING AND RECEIVING FEEDBACK - Engage in Learning€¦ · GIVING AND RECEIVING FEEDBACK ACCESSIBILITY eBOOK 1/24 ©Engage in Learning 2014 WELCOME . What this eBOOK is for . This

NORDTALK Using Spoken Language Corpora LINGUISTIC …cmariec.com/pdf/NordTalk_Singapore Feedback.pdf · 2008-06-25 · NORDTALK . USING SPOKEN LANGUAGE CORPORA LINGUISTIC FEEDBACK

Texas Instructional Leadership · To engage in models of effective coaching and feedback that transform teacher practice and enhance student performance. ... Make Feedback More Frequent

Using GradeMark to engage students in the feedback process

Spoken english in maniangar- Gill Sir's Spoken English

STUDENT FEEDBACK IN REAL TIME - CETLA · 2020-01-22 · STUDENT FEEDBACK IN REAL TIME ONE MODEL TO SOLICIT, ANALYZE, AND ENGAGE MEANINGFULLY IN THE CLASSROOM CETLA November 19, 2019

Creating Learner Corpora from CAST Characterizing spoken learner texts at the upper intermediate and advanced level Providing feedback to the learner,

How do you engage employees? Whitepaper 360° employee feedback

E-Feedback – Blackboard Tools and Applicationaddl.ulster.ac.uk/images/uploads/eFeedback.pdfReflect on feedback using ePortfolio tool (McPeake, 2013) Students motivated to engage

JAPANESE (JPN315114) · Japanese (JPN315114) Page 1 of 15 . JAPANESE (JPN315114) EXAMINATION ASSESSMENT REPORT SECTION 1 . LISTENING AND RESPONDING SOLUTIONS AND FEEDBACK . SPOKEN

Feedback How can teachers engage learners in effectively utilizing and providing feedback to take ownership of their learning, writing ability, and progress?

Innovative Technologies to Engage Patientsnorcal.himsschapter.org/sites/himsschapter/files/Chapter... · 2016. 4. 13. · Patient Feedback: 64% Mentioned Provider Did Not Discuss

Better Learning, Better Teaching, Better Schools Using formative assessment and feedback to engage students and ensure success! A collaboration between

Corrective Feedback, Spoken Accuracy and Fluency, and … · · 2018-03-30Corrective Feedback, Spoken Accuracy and Fluency, and the Trade-off Hypothesis Mohammad Hassan Chehr Azad

The Spoken Tutorial Project spoken tutorial’

AUSTRALIAN CURRICULUM: LANGUAGES HINDIconsultation.australiancurriculum.edu.au/Static/docs/Draft... · Texts and resources Children engage with a variety of spoken, visual, written