Real Time Assist Cards
- 13 Dec 2024
- 3 Minutes to read
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Real Time Assist Cards
- Updated on 13 Dec 2024
- 3 Minutes to read
- Print
- DarkLight
- PDF
Article summary
Real Time Assist cards provide guidance for Contact Center agents through pop-ups, assisting with speaking points, workflows, and best practices. They help onboard new agents and support experienced sales reps. These cards offer insights on agent knowledge, coaching topics, and improvement opportunities. They are available in multiple languages and can be created, edited, duplicated, or deleted easily through Dialpad Admin Settings. Real Time Assist cards can be triggered during calls and provide valuable information for call review and analytics.
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Real-time Assist cards provide triggered pop-ups that guide Contact Center agents through speaking points, workflows, best practices, and more. Real-Time Assist (RTA) cards help onboard new agents and guide even the most seasoned sales rep through tricky conversations. Not only that, they offer incomparable insights on agent knowledge, creating unlimited coaching topics and increased visibility to improvement opportunities.
Let's dive into the details.
Who can use this
Dialpad offers a variety of plans and add-ons to match your exact business needs. Features do differ by plan, please check your plan details to see if you can access Real-Time Assist cards, and head to our pricing page to learn about more options.
Check here to see which Ai language options are available in your country.
Language availability
RTA cards are available in English, Spanish, and French.
- For use in English, make sure that your Contact Center language is set to English before creating your cards.
- For use in Spanish, make sure that your Contact Center language is set to Spanish before creating your cards.
- For use in French, make sure that your Contact Center language is set to French before creating your cards.
Note
RTA cards created in a Spanish-language Contact Center won't work in an English-language Contact Center, and vice versa.
However, Spanish RTA cards can still trigger if a Spanish trigger word is detected in mixed-language conversations. The same applies to English RTA cards in an English Contact Center.
Create a Real-Time Assist card
To create a Real Time Assist (RTA) card, head to your Dialpad Admin Settings.
- Navigate to Contact Centers
- Select the desired Contact Center
- Navigate to Dialpad Ai
- Select Real Time Assist Cards
- Select Create new Real Time Assist Card
Next, you have the option to use one of our templated Real Time Assist cards, or to create one from scratch.
If you choose to create your own, simply fill in the blanks (you'll need to name the card, define the trigger keywords and agent response).
Each RTA requires the following details:
- Name
- Title of your RTA card
- Language
- Select your desired language (English, Spanish, and French).
- All existing RTA cards are set to English by default.
- Description
- What is this card for?
- Card Content
- What information, links, or answers would you like your agents to see when this card is triggered?
- Trigger words/phrases
- What words and/or phrases will trigger this card?
- Will the trigger phrases apply to anyone on the call, just the rep, or just the customer?
- Once you add a trigger phrase, the number of calls it’s triggered on in the last week will show up in brackets (ex (7)). This is useful for understanding how useful the trigger phrase will be.
- Assigned Groups
- Which agents’ calls should trigger this moment or card? You can add multiple Contact Centers or Coaching Teams.
Tips
Don't forget to check out our Best Practices Guide for more information on getting the most out of RTA Cards.
Edit Real Time Assist card
Real Time Assist (RTA) cards can be edited at any time.
To edit an RTA card, head to your Dialpad Admin Settings.
- Navigate to Contact Centers
- Select the desired Contact Center
- Navigate to Dialpad Ai
- Select Real Time Assist cards
- Select Options beside the RTA card you'd like to delete (that's the 3 vertical dots)
- Select Edit
- Make the desired change
- Select Save
Once an RTA card is assigned to a group, it can be edited from either the Dialpad Ai Admin page or the group’s Ai settings.
Note
Once an RTA card is created, the language can’t be changed.
Duplicate Real Time Assist card
To duplicate a Real Time Assist card, head to your Dialpad Admin Settings.
- Navigate to Contact Centers
- Select the desired Contact Center
- Navigate to Dialpad Ai
- Select Real Time Assist Cards
- Select Options beside the RTA card you'd like to delete (that's the 3 vertical dots)
- Select Duplicate
- Make the desired changes
- Select Create Card
Delete Real Time Assist card
Real Time Assist Cards can be deleted at any time.
Deleting a Real Time Assist (RTA) card will remove it from all groups using the card. Previous call details and summaries will not be affected.
To delete an RTA card, head to your Dialpad Admin Settings.
- Navigate to Contact Centers
- Select the desired Contact Center
- Navigate to Dialpad Ai
- Select Real Time Assist Cards
- Select Options beside the RTA card you'd like to delete (that's the 3 vertical dots)
- Select Delete
- Confirm by selecting Yes, Delete
Analytics and call review
Once you’ve created an RTA card, you’ll be able to see it in action the same way you can with our other pre-existing moments.
Once the card has been triggered on a call, it will appear in the Moments section of the Call Review, as well as in the Moment Filter in your Conversation History and Analytics.
Note
If a trigger word is mentioned twice on a call, the card will only pop up the first time the word is mentioned. We still keep track of additional instances where the key phrase occurs, and they’re visible in the call review/analytics.
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