Real-time assist (RTA) cards automatically display suggestions to Agents and Reps during a call based on defined trigger words or phrases.
Call Centers and Coaching Groups are both limited to 100 RTA cards each. RTA cards are currently limited to the desktop app; users will not see RTA cards on mobile devices.
If you're interested in best practices, check out this guide to get the most out of RTA cards.
Let's take a look at real-time assist cards in Dialpad.
Creating Cards
Call Centers
From Dialpad.com, navigate to Admin Settings > Call Centers > Voice Intelligence.
Select the 'Create a card' button and a slide-out menu from the right will appear.
Choose if you'd like to create the card from scratch or start with a predefined template.
Enter the name of the card, and you also have the option to add a description related to the theme(s) this card tracks.
You'll then add card content that serves as the information on the recommendation. It allows for an optional link to be displayed as well.
Add trigger words and phrases. After each word or phrase, press Enter on your keyboard or insert a comma; it'll separate each word or phrase before you add another to the list. If a number appears alongside an added word or phrase, that indicates the times it was triggered in the Call Center in the last week.
Don't forget to declare if these words or phrases are triggered by anyone, the Rep, or the customer.
Select Apply to Call Center when you're done adding trigger words and phrases.
Coaching Groups
From Dialpad.com, navigate to Your Settings > Your Coaching Group.
Select the 'Create a card' button and a slide-out menu from the right will appear.
Choose if you'd like to create the card from scratch or start with a predefined template.
Enter the name of the card, and you also have the option to add a description related to the theme(s) this card tracks.
You'll then add card content that serves as the information on the recommendation. It allows for an optional link to be displayed as well.
Add trigger words and phrases. After each word or phrase, press Enter on your keyboard or insert a comma; it'll separate each word or phrase before you add another to the list. If a number appears alongside an added word or phrase, that indicates the times it was triggered in the Coaching Group in the last week.
Don't forget to declare if these words or phrases are triggered by anyone, the Rep, or the customer.
Select Apply to Coaching Group when you're done adding trigger words and phrases.
Assist Pop-Ups
When a trigger word or phrase is mentioned, a pop-up appears on the screen with helpful information.
Speech Coaching
Real-time assist cards can coach your team members on behaviors like not speaking too quickly or using filler words. To learn more about real-time speech coaching, visit this Help Center article.
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