Real-time Agent Coaching

Real-time Agent Coaching helps supervisors guide agents during live calls. Agent AI analyzes utterances and speech patterns, then triggers on-screen hints, nudges, or manager alerts when configured conditions are met. Supervisors can track triggered rules, measure adherence, and review patterns like cross talk, dead air, and speaking speed.

---

Rules

A rule combines a trigger (the condition) and an action (what happens when the condition is met). Each rule is independent and can be enabled, disabled, edited, deleted, or tagged.

Rule types:

Type	Description
Pre-built	Included with Agent Coaching. Two pre-built rules: None Intent and Price Objection.
Custom	Rules you create based on your contact center’s needs.

Pre-built Rules

None Intent

Prevents false positives during intent identification. Trains the system to distinguish valid intents from ambiguous or incorrect ones.

This rule is enabled by default and can’t be disabled or deleted. You can add utterances to improve accuracy.

To add None Intent utterances:

1. Go to AgentAssist > Experience > Agent Coaching.

2. Select Edit on the None Intent pre-built rule.

   

3. Select Add Utterance(s).

4. Choose an input method:

Option A — AI Assist:

To use AI Assist, enable OpenAI in App Settings > Generative AI Tools and enable Generating Opposite… in the Co-Pilots section.

1. Select AI Assist.

2. Select rules from the Add Rules list and select Add.

   

3. The AI generates similar utterances. Select the ones you want.

4. Select Add Selected, then Save.

Option B — Input Manually:

1. Select Input Utterances Manually.

2. Enter an utterance in the Utterances field and press Enter.

   

3. Repeat for additional utterances, then select Save.

---

Price Objection

A pre-built rule for handling customer price objections. You can customize conditions and actions, but can’t rename or delete it. You can disable it.

Setting	Value
Condition	Price objection utterance by customer
Alert type	Hint Agent
Alert title	Price Objection identified
Alert body	Please reassure the customer and offer discounts
Auto-close	No
Adherence	”Ok, Got it”
Assigned to	All Agents

---

Managing Rules

Create a Rule

1. Go to AgentAssist > Experience > Agent Coaching.

2. Select + New Rule.

3. Fill in the rule details:

   Field	Description
   Name	A clear name for the rule.
   Description	Keywords and conditions that train the AI. Hover over the i icon for guidance.
   Tags	Labels for grouping similar rules. One rule can have multiple tags.
   Channels	Voice, Live Chat, or both.

   

4. Select Apply.

   

5. Select + Add a trigger to define when the rule fires. See Triggers.

6. Select + Add an action to define what happens. See Actions.

7. Select + Add agents, groups to assign the rule. See Assign Rules.

8. Select Save.

Edit a Rule

1. Go to AgentAssist > Experience > Agent Coaching.
2. Search for the rule by name or browse the list.
3. Select Edit on the rule.

Rules lock during editing — only one user can edit a rule at a time. If a rule is left idle for 15 minutes or the user leaves the screen, the lock releases automatically.

Delete a Rule

1. Go to AgentAssist > Experience > Agent Coaching.
2. Select Delete on the rule.
3. Confirm by selecting Yes.

Enable or Disable a Rule

Go to AgentAssist > Experience > Agent Coaching and use the Enabled toggle on any rule. A confirmation message appears.

---

Triggers

Triggers define when a rule fires. Every rule requires at least one trigger. Three trigger types are available.

Utterance Triggers

Fire when a customer or agent says something matching the configured utterances.

To set up an Utterance Trigger:

1. In the rule, select + Add a trigger > Utterance.

   

2. Select {select person} and choose Agent or Customer.

3. Select {set utterances} and enter an utterance. The AI suggests similar utterances with frequency percentages.

4. Select the utterances to include, then select Add.

   

5. Select Okay, then Save.

   

6. Set the frequency (how many times the utterance must occur).

   

7. Set the time frame:

   Option	Description
   Anytime in conversation	The utterance can occur at any point.
   By time	Within or from a specific number of seconds.
   By number of messages	Within or from a specific message count.

   

8. Press Enter to save.

---

Speech Analysis Triggers

Fire based on speech patterns such as cross talk, dead air, speaking speed, or talk ratio.

To set up a Speech Analysis Trigger:

1. Select + Add a trigger > Speech Analysis.

2. Select {speech type} and choose a type.

   

Speech types:

Type	Description	Configuration
Cross Talk	Both parties speak simultaneously.	Set duration (seconds), frequency, and time frame.
Dead Air	Silence from the agent or customer.	Set duration, person (agent or customer), frequency, and time frame.
Speech Speed	Speaking rate in words per minute.	Set person, words per minute (default: 180), frequency, and time frame.
Talk Ratio	Agent-to-customer speaking time proportion.	Set comparator (Less than, Greater than, In between), percentage value, and time frame.

Cross Talk configuration:

Set duration, frequency, and time frame:

Dead Air configuration:

Speech Speed configuration:

Talk Ratio configuration:

Select a comparator:

Enter the percentage value:

A validation error appears if the configured duration is shorter than the selected conversation time period, or if the trigger setup is incomplete.

---

Gen AI Utterances

Uses AI-powered prompts to analyze real-time conversations. When an utterance matches the configured prompt, the rule fires.

To set up a Gen AI Utterance trigger:

1. Select + Add a trigger > Gen AI Utterances.

2. Select {select person} and choose Agent or Customer.

3. Select {set prompt} and enter a prompt in the Enter Prompt box.

   

4. Select the tick mark to save.

5. Set the frequency and time frame.

---

Combining Triggers (And/Or)

You can combine multiple triggers on a single rule using And or Or logic.

1. Select + Add a trigger to add a second trigger.

2. Choose And or Or.

   

Logic	Behavior
And	All conditions must be met for the rule to fire.
Or	Any one condition (or combined group) can fire the rule.

---

Actions

Actions define what happens when a trigger fires. Three action types are available: Nudge Agent, Hint Agent, and Email Manager. Nudge and Hint actions support adherence tracking.

Adherence

Adherence tracks whether an agent follows through on a coaching instruction. You can set it up for Nudge and Hint actions.

Type	Description
Acknowledge Pressed	The agent acknowledges the message. No further action required.
Utterance	The agent must say a specific utterance within a set time frame to confirm adherence.

Nudge Agent

Short, disappearing messages that pop up on the agent’s screen for 5 seconds. Used to compliment or redirect agents mid-conversation.

Nudge types: Positive, Neutral, Alert, Critical.

To set up a Nudge Agent action:

1. Select + Add an action > Nudge Agent.

   

2. Select {Choose} and pick a nudge type (Positive, Neutral, Alert, Critical).

   

3. Select {Choose} and enter the nudge message. Optionally select Use Gen AI Output to generate the message from a prompt, and add a fallback message.

   

4. Select the tick mark to save.

5. Optionally select + Add Adherence and configure an utterance-based adherence.

   

Agent view — Nudge types:

Positive:

Neutral:

Alert:

Critical:

---

Hint Agent

Pop-up messages that advise agents to take action. May or may not auto-close, depending on configuration.

Hint types: Positive, Neutral, Warning, Critical.

To set up a Hint Agent action:

1. Select + Add an action > Hint Agent.

   

2. Select {Choose} and pick a hint type.

   

3. Enter a title. Optionally use Gen AI Output to generate the title from a prompt, with a fallback (up to 42 characters).

   

4. Enter a message body. Optionally use Gen AI Output with a fallback (up to 300 characters).

   

5. Set the display option:

   Option	Behavior
   Auto Close	Closes after the configured duration (default: 5 seconds).
   Doesn’t auto close	Stays on screen until the agent dismisses it.

   

6. Optionally select + Add Adherence and choose Acknowledge Pressed or Utterance.

   

Agent view — Hint types:

Positive:

Neutral:

Warning:

Critical:

---

Email Manager

Sends a push notification to a manager’s desktop. Used for situations requiring supervisor awareness (such as repeated cross talk or customer profanity) instead of agent-facing nudges or hints.

To set up an Email Manager action:

1. Select + Add an action > Email Manager.

   

2. Select {select people} and enter one or more manager email addresses (comma-separated).

   

3. Select the tick mark to save.

4. Select {set subject} and enter a notification subject.

   

5. Select {set body} and enter the notification content.

   

6. Select the tick mark to save.

---

Assign Rules

Rules are assigned to All Agents by default. You can narrow assignment to specific agents or groups.

1. In the rule, select + Add agents, groups under Assign this to….

   

2. Select the agents or groups.

3. Select Save.

   

The rule appears under the group it was created for.

---

Rule Field Reference

Field	Description
Rule Name	Name of the rule and the users it’s assigned to.
Actions	Edit or delete the rule.
Description	Short description of the rule’s purpose.
Tags	Labels the rule is tagged with.
Channels	Voice or Chat (or both).
Last Updated	Date and time the rule was last modified.
Status	Enabled or Disabled.

Speech Type Reference

Type	Description
Cross Talk	Both the agent and customer speak at the same time.
Dead Air	Silence from either party. Configurable by time frame: Anytime, First N seconds, or Within N seconds.
Speech Speed	Words per minute spoken by the agent or customer.
Talk Ratio	Proportion of speaking time by the agent relative to the customer. Configurable by percentage range and time period.

---