Real-Time Checklists Overview
Real-Time Checklists are a way to dynamicly present action items that guide agents during live interactions. As an agent communicates with a customer, the system listens for pre-configured Intents. When an Intent is detected in the conversation, the corresponding checklist item is automatically marked as complete. This activity is logged and used to calculate agent adherence scores, providing valuable insights into performance and script compliance.
For setup details, see the Real-Time Checklists Quickstart article.
Checklists
Checklists are the primary containers for the script items that agents see during an interaction. They are configured within the Intelligence Engine as a unique form type called "Real-Time Checklist."
- Intent-Driven Actions: Each item in a checklist is linked to a specific Intent from the Intelligence Engine. When the system detects this Intent in the live conversation, the associated checklist item is automatically checked off as complete.
- Weighted Items: You can assign different weights to checklist items to reflect their relative importance. Higher-weighted items have a greater impact on the agent's overall adherence score, ensuring that critical script points are prioritized.
- Grouped into Areas: Checklist items can be organized into logical groups called Areas. This allows you to track adherence for specific sections of the script, providing more granular reporting and insights into agent performance.
Deployment via Activity Forms
Real-Time Checklists are not assigned directly to services. Instead, you can add their constituent check items to an Activity Form. If this Activity Form is assigned to one or more services, the checklist will be displayed to agents handling interactions for those services.
- Flexible Layout: Checklist items are added to an Activity Form by dragging them from the "Check Items" panel onto the form canvas. This allows you to create custom layouts and position script guidance alongside other standard form controls, such as text fields or disposition selectors.
- Conditional Logic: Each check item's visibility can be managed with Display Conditions. This enables you to build dynamic scripts that adapt in real-time, showing or hiding items based on what is said during the conversation or based on other data available in the form.
- Transfer Behavior: For each checklist item, you can configure its behavior when an interaction is transferred to another agent. You can choose to carry over its current state, reset it for the new agent to complete, or hide it entirely if it is no longer relevant.
Adherence Scoring and Analytics
Real-Time Checklist analytics allow you to understand how closely agents adhere to the provided scripts. By monitoring which items are completed, the system provides objective performance data without the need for manual review.
- Automated Scoring: Agent adherence scores are calculated automatically based on the completion of checklist items during a live interaction. The score reflects which required script elements the agent successfully addressed, taking into account the weight of each item.
- Exclusion of Hidden Items: Any checklist item that is not shown to an agent during an interaction, either because of conditional logic or because the agent did not navigate to the page containing it, is automatically excluded from the adherence score calculation. This ensures agents are evaluated fairly only on the script items displayed to them
- Dashboards and Reporting: Detailed analytics are available in the Real-Time Checklists Analytics dashboards. These reports provide insights into overall scores, as well as scores for specific areas. Additionally, you can search for and filter interactions based on checklist adherence metrics in the Interaction Search.
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