The Real-Time Assist feature will automatically pop-up suggestions to reps during a call based on user-defined trigger words.
There is a limit of 100 cards per Call Center or Coaching Group.
Check out our Best Practices Guide into getting the most out of RTA.
To create your assist cards, follow these steps:
For Call Centers, navigate to Admin Settings > Call Centers > Voice Intelligence
For Coaching Groups, navigate to Your Settings > Your Coaching Group
2. Click on Create New Card
From here you will define trigger words that will prompt a pop-up during your agent's calls. The pop-up will show display recommendations and links to assist Agents with their calls.
The blue text to the above the trigger shows how many times that trigger was mentioned on calls for that call center or coaching group in the last week.
When one of the defined trigger words is mentioned on a call center call, a pop-up with the helpful information will appear for your agent.
Real Time Assist can also coach your team members on good speaking behaviors like not speaking too quickly. You can learn more about that capability here.