Focus and Feedback: Spoken Engage

Spoken EngageEnhanced Management of

Performance Data

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Spoken EngageThe Challenge of Data Utilization

“Data is not information, information is not knowledge,

knowledge is not understanding, understanding

is not wisdom.”Clifford Stoll

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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.

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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 -

CSAT

Customer Profile -

CRM

Call Type &

Disposition

Agent Profile -

HR

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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.

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Spoken Engage OverviewOverview of the Spoken Engage Home Page

KPI heat-map data view

Most CallsHighest Average Biggest Impact

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Skill :: Spoken_Demo_Skill_1

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Fewest CallsLowest AverageSmallest Impact

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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

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Spoken Engage OverviewDate Range Selection and Filtering

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Data range and filtering controls

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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

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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

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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)

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Spoken Engage OverviewConfiguring the Interaction Grid View


Rhonda HawkDBHawk

Configurable Grid Columns





Alisa Rojo (DBRojo)












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Spoken Engage OverviewAccessing Individual Agent Performance Data

Summary performance data and embedded

supervisor tools


Rhonda HawkDBHawk


Brandi Blake (DBBlake)





Alisa Rojo (DBRojo)












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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


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Spoken Engage OverviewOverview of the Spoken Engage My Charts Page

Spoken_Demo_Skill_1Spoken_Test_1

Data Selection and Filters Apply

Spoken_Demo_...

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Spoken Engage OverviewOverview of the Spoken Engage My Charts Page

Save View for Easy Access and Reuse

Spoken_Demo_Skill_1 Spoken_Demo_test

Spoken_Demo_Skill_2

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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

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Spoken Engage OverviewOverview of the Spoken Engage Reports Page

List of available reports including CMS and custom

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(Header)

Spoken Engage OverviewCreating a Report in Spoken Engage

(Columns)

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Spoken Engage OverviewOverview of the Spoken Engage Reports Page

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Spoken Engage OverviewScheduling a Report in Spoken Engage

ABC SFTP

ABC SFTP

ABC SFTP

ABC SFTP

ABC SFTP

ABC

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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

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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

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How can Spoken Engage help you to better manage

your contact center data?

Spoken Engage Wish ListFeedback and Suggestions for Enhancements

Technology

Focus and Feedback: Spoken Engage