Track Keywords
with moments
Learn how to track your conversational Keywords with moments
Use Moments as specific points or events in calls that can to measure, monitor, and improve various aspects of call center performance. In Qorden, Moments can be defined by the user based on their business goals and needs,
In this lesson you will learn :
1
what are Moments
2
How does Qorden interrupt Moments ?
3
How to make a Moment ?
4
How to Edit Moments ?
5
Change Moments Active Status ?
6
Add Multiple Teams for Moments ?
7
How to see navigation ?
Moments
Moments are specific points or events in calls that can be used to measure, monitor, and improve various aspects of call center performance. In Qorden, Moments can be defined by the user based on their business goals and needs, such as customer satisfaction, agent behavior, compliance, sales conversion, and so on. Moments are picked up from the call transcriptions. For example, some possible moments are:
- Customer expresses dissatisfaction or frustration
- Customer requests to speak to a supervisor or manager
- Agent uses empathy or positive language
- Agent uses empathy or positive language
- Agent uses empathy or positive language
- Agent uses empathy or positive language
Moments
Use Moments as specific points or events in calls that can to measure, monitor, and improve various aspects of call center performance. In Qorden, Moments can be defined by the user based on their business goals and needs, such as customer satisfaction, agent behavior, compliance, sales conversion, and so on. Moments are picked up from the call transcriptions. For example, some possible moments are:
- Customer expresses dissatisfaction or frustration
- Customer requests to speak to a supervisor or manager
- Agent uses empathy or positive language
- Customer has requested a product X
- Agent offers discounts or is cross-selling/up-selling
- Customer agrees to buy or sign up
By defining moments, speech analytics software can automatically identify and tag them in the recorded or live calls, and provide insights and feedback based on the frequency, duration, and outcome of these moments. This can help call center managers and agents to:
- Understand the root causes of customer issues and complaints
- Identify best practices and areas for improvement
- Enhance customer experience and loyalty
- Track customer demands
- Increase sales and revenue
- Ensure compliance and quality standards
Moments Dashboard
Moment’s dashboard gives you the ability to monitor all keywords you want to track in calls along with the frequency with which the keyword was used over a specific date range.
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Navigating the Dashboard
Use the Filters on the right-hand side to slice the moments across various parameters, for e.g.,
- Choose the time frame
- Press Submit to get the results across that time frame
- Upon Clicking View more, you will be taken to the specific call in which the moment has occurred.
Moments’ Creation Dashboard
Create moments using the tab “Make a Moment”. Record all relevant keywords to add to the database.Once added, Qorden will automatically pick up on all ‘moments’ during a call.
- Choose the time frame
How to Create a Moment
click this button below
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1
Name of the new Moment
2
Choose which channel you want to monitor Agent or Customer
3
Enter the keywords or Phrases That You Want To Monitor
4
Select The Company
5
Select The Team(s)
6
Select category
7
Press Save
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Analyze Conversations with Pens
Analyzer
The Keyword Analyzer allows users to search for a combination of several different keywords used during a call.
Use the search bar to search for a combination of up to 20 keywords to generate data for all calls where these keywords have been used, You may wish to use this in case you did not create a moment for a keyword(s) but wish to note its occurrence in your contact center.
In this lesson you will learn :
1
What is the Analyzer
2
Navigating The Dashboard
3
How to Use the Analyzer
Moments
Moments are specific points or events in calls that can be used to measure, monitor, and improve various aspects of call center performance. In Qorden, Moments can be defined by the user based on their business goals and needs, such as customer satisfaction, agent behavior, compliance, sales conversion, and so on. Moments are picked up from the call transcriptions. For example, some possible moments are:
- Customer expresses dissatisfaction or frustration
- Customer requests to speak to a supervisor or manager
- Agent uses empathy or positive language
- Agent uses empathy or positive language
- Agent uses empathy or positive language
- Agent uses empathy or positive language
Navigating the Dashboard
The windows on the top of the dashboard represent keywords’ clouds for multiple languages. These are the most used words for any language in your contact center.
In order to look up a word or set of words,enter them into the search box given and press
“Search”
Results can be filtered across multiple parameters as on the moments dashboard.
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Categories
Learn how to track your conversational Keywords with moments
The categories dashboard provides an overview of all the different categories of a business, these categories may be operations wise, language wise or subsidiary wise.
In this lesson you will learn :
1
What are Categories
2
How to Navigate Categories
3
How to Create New Categories
4
How to Edit New Categories
Moments
Moments are specific points or events in calls that can be used to measure, monitor, and improve various aspects of call center performance. In Qorden, Moments can be defined by the user based on their business goals and needs, such as customer satisfaction, agent behavior, compliance, sales conversion, and so on. Moments are picked up from the call transcriptions. For example, some possible moments are:
- Customer expresses dissatisfaction or frustration
- Customer requests to speak to a supervisor or manager
- Agent uses empathy or positive language
- Agent uses empathy or positive language
- Agent uses empathy or positive language
- Agent uses empathy or positive language
Categories
Use Categories as specific (explain what categories do and what their purpose are, show how to relate to other parts of qorden too
Navigating the Dashboard
You can search among the multiple categories created with the search bar given.
You can edit and delete categories by clicking on the respective icons parallel to the category.
How to Create a Category
click this button below
1
Enter the name of the Category
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2
Select The Company
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3
Press "Save"
QA
Templates
Learn about how qorden utilizes and makes QA templates
Qorden’s Custom QA templates is a feature that allows you to create and edit your own quality assurance criteria for evaluating and scoring the agents on their calls. The scores will then be reflected in QA scorecards Custom QA templates can help you:
In this lesson you will learn :
1
Define the specific goals and standards for your call center performance
2
Measure and compare the quality of different agents, teams, groups, or campaigns
3
Identify the strengths and weaknesses of your agents and provide feedback and coaching
4
Improve customer satisfaction, retention, and loyalty
Moments
Moments are specific points or events in calls that can be used to measure, monitor, and improve various aspects of call center performance. In Qorden, Moments can be defined by the user based on their business goals and needs, such as customer satisfaction, agent behavior, compliance, sales conversion, and so on. Moments are picked up from the call transcriptions. For example, some possible moments are:
- Customer expresses dissatisfaction or frustration
- Customer requests to speak to a supervisor or manager
- Agent uses empathy or positive language
- Agent uses empathy or positive language
- Agent uses empathy or positive language
- Agent uses empathy or positive language
Navigating the Dashboard
Use the Filters on the right-hand side to slice the moments across various parameters, for e.g.,
- Choose the time frame
- Press Submit to get the results across that time frame
Create a QA template
Moment’s dashboard gives you the ability to monitor all keywords you want to track in calls along with the frequency with which the keyword was used over a specific date range.
- Upon Clicking View more, you will be taken to the specific call in which the moment has occurred.
Moments’ Creation Dashboard
Create moments using the tab “Make a Moment”. Record all relevant keywords to add to the database.Once added, Qorden will automatically pick up on all ‘moments’ during a call.
- Choose the time frame
How to Create a Moment
click this button below
1
Name of the new Moment
2
Choose which channel you want to monitor Agent or Customer
3
Enter the keywords or Phrases That You Want To Monitor
4
Select The Company
5
Select The Team(s)
6
Select category
7
Press Save