We Will Begin

Our Webinar
Shortly
Understand your customers. Unlock business value.
2023.10 Eureka Academy

Thomas Ferret
Joel Popp
Product Manager
Education Specialist CallMiner
CallMiner

Angelica Lunod
Events Marketing Manager
CallMiner
Housekeeping Items

Listen-only presentation with live chat and Q&A

Audio issues? Refresh your browser or close the browser entirely and rejoin

Captions available – hover over the Media Player and click on “CC”

Resize and move widgets as you like!

Webinar recording will be in CallMiner Customer Connect

 RealTime

www.callminer.com
RealTime Reference Resources
CallMiner University contains a reference site, specific to RealTime
o The Analyze User Guide & Help Bot can also provide quick reference

Overwrite this slide with webinar slide content – but please do not delete last two slides
 How to build optimal real-time guidance
Alerts are created in Analyze with the Category Builder
o Same syntax/logical operators used for Searches and Categories
o Exceptions: Measures such as ‘Percentage Silence’ or
Category hits are only calculated post-contact
o Use Category content by opening in Category Builder and re-save
them as an alert
o Create specific alerts for different teams/departments within the
hierarchy

TIPS ON REAL-TIME SYNTAX

• “snow|winter storm” AFTER [cancel* flight]
• ALERT:[Profanity] NEAR:100 ALERT:[Escalations]
• SIL: [10s]
• “credit card” NOT BEFORE “expiration date”
• “I’m sorry”=AGENT

Alert messages and configuration are edited in the Library.

o Concise and easy to consume messages
o Add URL links for dynamic content
o Use thresholds and message types to create priorities
Help and Coach your agents for better results
Agent Assistant is the software client running on an Agent’s computer
Expanded view
o Agent Assistant facilitates guiding agents during calls in progress with:
o Automatic pre-built alerts
o Manager Insights

o Agent view options

o Collapsed, Fly-out or Expanded
o Docked to top or bottom of their screen
Fly-Out view

TIPS
Overwrite this slide ONwebinar
with REAL-TIME GUIDANCE
slide content – but please do not delete last
• Avoid using too many alerts two slides
• Choose softer colors
• Create concise message types for priority & comprehension at a glance

Collapsed view
Help and Coach your agents for better results
Monitoring by Coaches/Supervisors, in real time, is
accomplished within the COACH application
o With hierarchy, Supervisors can monitor live
contacts being handled by their Agents teams
o Access to:
o Live transcript
o Live alerts
o Live listening/monitoring

o Ability to send (to Agent)

o Expert coaching / comments
o Highlighted section of a transcript
o Insights to Agent or another user
o Live Insights

TIPS
Overwrite ONslide
this REAL-TIME GUIDANCE
with webinar slide content – but
• please
Use concise titlesdo
fornot delete
alerts lasttotwo
– easier slides
understand
• Notification featuring audible ‘ringtone’ makes
Supervisors aware of any call for help
 Help and Coach your agents for better results
Alert hits become visible in Analyze, post-contact
o Analysts can quickly locate Alert hits and filter searches with them
o Easily see when alerts have been fired in the Contact Detail page

Reports/subscriptions can be configured to contain Alert hit information

Overwrite this slide with webinar slide content – but please do not delete last two
slides

TIPS
• Analyze which Alerts fire most often
• Informed improvement for processes/coaching, based on
hit results
• Refine Alerts for accuracy
Review of new 2023 RealTime features
Agent Assistant for Agents
• Ability to ‘Call for Help’, with indication of type of help needed
Review of new 2023 RealTime features
Command Post for Supervisors/Managers
• Identify which Agents are connected to
Agent Assistant client
• Listen in/monitor during live conversations
• Send Live Insights to help/guide agents
• ‘Call for Help’ assistance
Questions?
Continue the Conversation Visit the CallMiner Learning Center

Dozens of webinars, guides, videos, case studies, and blogs on all

contact center and customer experience best practices.

community.callminer.com learn.callminer.com
 November 6-8 | JW Marriott Nashville, TN

Better Intelligence for Better Experiences

• 25+ sessions across main stage & 3 tracks
• Ample networking opportunities with 400+
attendees
• Hear from thought leaders, global experts &
CallMiner executives on best practices driving CX
& business value
• Attend an exclusive product roadmap session to
see the latest innovations and enhancements
• Enjoy entertainment in the heart of Nashville, TN!

Register Now!
Visit listen2023.com for more info.
Please join us for our
next webinar:

2023.11 Release
Overview Webinar

Friday, November 10th

11 AM PT/2 PM ET
Thank you!