Custom moments let you track things that are specifically important to you and your team. It's a user-defined moment that's triggered when a preidentified word or phrase appears during a call with Voice Intelligence enabled.
You can take advantage of custom moments for historical trend reporting, reviewing calls, coaching, and real-time manager alerting (Contact Centers only).
Let's take a closer look at creating custom moments and using them for your Contact Center or Coaching Team.
Create a Custom Moment
Contact Centers
From Dialpad.com, navigate to Admin Settings > Call Centers > Voice Intelligence.
Select the 'Create a moment' button and a slide-out menu from the right will appear.
Choose if you'd like to create the custom moment from scratch or start with a predefined template consisting of popular trigger words and phrases for sales and support teams.
Enter the name of the custom moment, and you also have the option to add a description related to the theme(s) this moment tracks.
You'll then 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 Contact Center in the last week.
Don't forget to also declare if these words or phrases are triggered by anyone, the Rep, or the customer. You may also turn on real-time alerts to notify Admins and Supervisors.
Select Apply to Call Center when you're done adding trigger words and phrases.
Coaching Teams
From Dialpad.com, navigate to Admin Settings > Coaching Teams > Voice Intelligence.
Select Create a Moment and a slide-out menu from the right will appear.
Choose if you'd like to create the custom moment from scratch or start with a predefined template consisting of popular trigger words and phrases for sales and support teams.
Enter the name of the custom moment, and you also have the option to add a description related to the theme(s) this moment tracks.
You'll then 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 Team in the last week.
Don't forget to also declare if these words or phrases are triggered by anyone, the rep, or the customer. You may also turn on real-time alerts to notify Admins and Supervisors.
Select Apply to Coaching Team when you're done adding trigger words and phrases.
Using Custom Moments
Custom moments will appear under the Moments filter in the Analytics and Call History menus. You're then able to filter calls that include a custom moment.
If you click into the Call Review for a call in which your custom moment was triggered, you'll see it as a filter option on the left-hand side alongside other moments.
Shared Moments
You can create custom moments to share across multiple contact centers, rather than making the same one multiple times for individual centers. This can make it easier to set up and maintain records, as well as simplify reporting across contact centers.
To set up a shared custom moments, you can create a new moment as normal, then go to the “Assign Groups” label at the bottom of the page. There, you can add multiple contact centers at once.
You can also update existing custom moments to add multiple contact centers. To do this, go to Voice Intelligence -> Custom Moments and select the card you want to edit. Then click the “Assign Groups” label and add contact centers to it.
Frequently Asked Questions (FAQs)
How is a custom moment different from a real-time assist (RTA) card?
While creation flow is similar, the goals for custom moments are slightly different. Custom moments are intended for reporting and alerting purposes, and they will not trigger any notifications to Agents or Reps while they are on a call. Use a real-time assist if you want to display something to your reps during a call.
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