Real Time Assist Cards

  • Updated

Let's dive into the details.

Language Availablity

RTA Cards are available in English and Spanish.

  • 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. 

Create a Real Time Assist Card

To create a Real Time Assist (RTA) card, head to your Admin Settings from Dialpad.com 

  1. Navigate to Call Centers
  2. Select the desired Contact Center
  3. Navigate to Dialpad Ai
  4. Select View all Real Time Assist Cards
  5. Select Create new Real Time Assist Card

create_rta.png

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:

  1. Title
    • Name of your RTA
  2. Description
    • What is this card for?
  3. Card Content
    • What information, links, or answers would you like your Agents to see when this card is triggered?
  4. 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.
  5. Assigned Groups
    • Which Agents’ calls should trigger this moment or card? You can add multiple Contact Centers or Coaching Teams. 

RTA_Creation_Gif.gif

Edit Real Time Assist Card

Real Time Assist (RTA) Cards can be edited at any time.

To edit an RTA card, head to your Admin Settings from Dialpad.com 

  1. Navigate to Call Centers
  2. Select the desired Contact Center
  3. Navigate to Dialpad Ai
  4. Select View all Real Time Assist Cards
  5. Select Options beside the RTA card you'd like to delete (that's the 3 vertical dots)
  6. Select Edit Edit_RTA.png
  7. Make the desired changes
  8. Select Save
Dialpad Tip:

Cards can be edited from either the Dialpad Ai Admin page or the individual group’s Ai settings.

Once a card is assigned to a group, it will be listed under the group’s Ai setting.

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 Admin Settings from Dialpad.com 

  1. Navigate to Call Centers
  2. Select the desired Contact Center
  3. Navigate to Dialpad Ai
  4. Select View all Real Time Assist Cards
  5. Select Options beside the RTA card you'd like to delete (that's the 3 vertical dots)
  6. Select Delete Delete_RTA_card.png
  7. 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 Call History and Analytics. 

RTA_moments_in_analytics.png

 

 

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