Volie 15: Call Intelligence Dashboard

Thanks to everyone for joining today for the Volley 15. We have some exciting new updates to share with you, and I know it's been a few weeks, or I should say maybe 2 or 3 months since we've done one of these. Liza and I are hoping to make these a little more consistent again, so keep up with the newsletter and, you know, talk with your CS rep and, you know, hear about some of the things we have coming down the pike. But with that said, Liza, what are we talking about today?

Yeah, we are going to be talking about the Call Intelligence Dashboard, which has to do with Pulse, and then Pulse Alerts. Before I share my screen, I want to— I want to talk about how these things will be released. So Jake mentioned that we are going to be on a regular schedule now going forward with these sessions. Every 2 weeks. So you guys should mark your calendars and make sure that you've got this time saved going forward. Obviously, we record them, um, for posterity. So if you miss one, you can always go back and look at it. Uh, but with a lot of this new functionality and today's functionality in particular, uh, the CS team gets early access where we have some time to learn these new tools, um, in advance before we release it to you guys. We get a chance to create documentation so that you guys have a resource before you get your hands on the functionality. I say all of this to say, after we hang up today, if you are someone who's already using Pulse and you want to start playing around in this new dashboard, we'll turn on this new dashboard for you. Our team will give you guys access to it. So we We've had a few days to play around with it, get used to it, and we can enable it for you all. But it's ready to go. So that will be the case with a lot of new big features going forward. That will allow us a little bit of time to get you guys acclimated. We realize that some functionality, you need a second, you might need to prep your team before you want us to turn it on. So we'll be able to work with you on that. Should make rollout of new functionality even smoother. You know, you'll get documentation and you'll be able to prep in advance. So all good things, and you'll get to listen to Jake and I talk about it before you want to turn it on. So all that to say, I'm here right now to talk about the Call Intelligence dashboard. So I will share my screen, and I'm going to bounce back and forth today between, um, what the dashboard looks like in our demo environment And then the documentation that we'll send out to you guys. Um, I'm flipping back and forth because you've heard this 100 times. Our demo account doesn't have as much volume. Um, so we'll talk through the squares here, but the numbers are kind of low. Um, so I'll flip back and forth between this demo environment and then a screenshot so you guys can see what it looks like with a little bit more data filled in. Um, If you are on Pulse today, you already have a dashboard. This is version 2. This is an updated, more streamlined version. This updated version gives you better filtering functionality, makes it a little bit easier to filter. And the part that you guys are going to be excited about, it saves your filters. Woo-hoo! So that's a big ask on every report that we have. So you'll be able to play around with that in this report. Filters, if you don't see it when you first land on this screen, they're this blue funnel icon in the top right. So if you click on that filter, you can change things like your date range. You can filter for calls from a specific store, for specific flags on calls, for specific tracking lines if you are using Pulse on tracking lines, etc., etc., etc. So any filters that you apply here, you'll click Apply when you're done. And then even after you leave the dashboard, you can log out of Volley for the day. When you log back in tomorrow and you open up the Call Intelligence dashboard, those same filters will still be there for you. So if you are a leader of a sales BDC and you only care about the sales calls, you can set those filters And you don't have to reset them every single time that you come into, into the dashboard. So, good news there. Other thing to call out in these filters, once you set your filters, you can also use this to just create an alert for yourself. So the alerts in Pulse are the real-time notifications that come over via email. When your set of triggers have flagged a specific call. So I have a couple of examples in here, but you can get creative. If you have hired a new rep and you want to be notified every time that new rep misdispositions a call, maybe they say they set an appointment, but Pulse doesn't hear an appointment. Maybe they say that the customer doesn't want to receive phone calls anymore. Paul says, I didn't hear that on the call. You can set up an alert for your new rep for mislabeled calls. Maybe you have escalated customers that you want to receive alerts for. Remember that all of those same filters can be used when you're creating these alerts. So if you've got, like, again, I'll talk about the call tracking. If you've got call tracking for your parts line, and your parts manager wants to receive alert notifications for escalated customers, we can set up an alert specifically for the parts manager that only sends them alerts on their parts line. So my tagline is talk to your CS rep. We can help you get these guys— we can help you get these set up. But it's nice because you've got a little easy button in there. You can create alerts right from that same menu. If you're looking for tips, we can also help with that. We've got a small set of ones that we recommend that you start with. Um, bumping out of the alerts, I bet you guys want me to scroll. I bet you're curious about the bottom half of this page looks like, uh, so breakdown at the top, you've got all of the calls that were assessed by Pulse, a quick breakdown of kind of those hot items that people always care about. So missed opportunities. Escalations, and then missed calls. So inbound calls that, uh, didn't get answered. We've got revenue at risk. Um, so this is looking at those missed opportunity calls and then looking at, uh, potentially transactions that might be missed out on if we don't immediately recover those customers. Um, the good news is on the revenue at risk, We can set up campaigns to immediately action any missed opportunities, queue those up for your especially skilled team members and have them try to reach back out to the customer, save the deal. Um, when there is a positive transaction from one of those potentially at risk customers, you'll get credit for that in this revenue recovered. Column. So over time, as your team saves those deals, as those customers transact, you'll see that dollar, uh, that dollar amount increase. Scrolling down, we've got some easy filters here for you. So this is all of the calls that were pulsed, all the calls that went through Pulse. Um, you can just click on these boxes and it will filter for you For example, the most important calls. Pulse says, hey, if you have 10 minutes, these are the ones that you should look at. These are calls that tripped multiple triggers in Pulse. This would be your first place to look if you only have a short time, or maybe these are the ones that you look at every single day. Quick click box for missed opportunities and your escalated customers. Agent adherence issues, if you guys can read that. So it says mishandled DNC. So this is flagging a customer as opted out of communications when Pulse doesn't necessarily hear that on the call. Those are good to review. Unprofessionalism or another misaligned disposition. So rep says, this call was a general question, and Volley says, no, it wasn't. This, maybe this was an upset customer. And then your last checkbox, you're flagged by Pulse. So these are the ones that didn't pass enough of the criteria to get a passing grade from Pulse. So you can click on those to easily filter as well. And when I say you're filtering, I'm talking about this index underneath. So as I'm clicking through these buckets, you can see that it's populating different calls for me underneath. Um, I can, if I want to, I can filter this down. I can pare this down a little bit further and narrow by a specific rep. Or if I need to call— find calls for a specific customer, I can use this search, just type in a name, customer name, or an agent name, and it'll find me those calls. Once you found whatever you're looking for, or maybe you want to dig into those most important calls, I hover and then I get this blue arrow here where I can jump in and view the call and I'll get all of these details. Some of this will look familiar to you guys. Some of it will look new. Um, I've got my Pulse analysis here, um, with all of the different assessment items that Pulse reviews. If I want to, I can expand that. So I get a quick view here. If I drop it down, I can see all those individual assessment items, um, and whether they were passed or failed kind of thing. Scroll down. This is one where Pulse disagrees. With the disposition that the rep selected. So rep selected status check. Pulse didn't hear a status check on this call. We did hear that the call was transferred, but it didn't sound like a status check. For anyone who participates in Katie's training, if I look at the transcript, this is Katie training on a call. So it's a lot of Katie talking on this call. Good news is she didn't flag for anything unprofessional. So thank you, Katie. Uh, the other thing that I want to call out on this index that you guys should keep an eye out for. So right now I can pop in and I can view the details from there. Um, if you saw, I skipped over it. You've got the customer's phone numbers here. So if you need it as a manager to take quick action on any of those, you have their phone number. Coming soon, you will be able to call directly from this dashboard. So that'll be great. It'll save you even more time. You'll be able to call the customer straight back out of Volley from here. The thing that I didn't show are the alerts, what those alerts look like. Your alerts are going to look pretty similar to what you have here in these call details. The alert gives kind of a high-level, the pulse summary of what happened on the call. And then the recipient of that alert gets a link to this Pulse assessment. So if they need to do a deeper dive than just reading the summary, they can click that link and land on the assessment. Good news is that you don't need to be someone who is a volley expert to use those alerts. You know, we can set up any recipient. They don't have to have manager access to the rest of your Volley account in order to look at those specific calls and then address whatever needs to be addressed with the customers. So the alerts are very simple. Like I said, we can help you get those set up. Jake, anything that I didn't talk about that you specifically wanted to call out? Otherwise, that was my spiel.

No, that sounds great. And we're definitely within our 15-minute limit here. I thought it was iffy for a moment. 10 till, I'm thinking, holy smokes. But you pulled it off. Thanks everyone for joining. We're very excited to roll this out. We know there'll be great ads for Volley and for Pulse. Please reach out to your CS rep if you have any questions. And then Liza, you addressed this before, but it might have been before we started recording. When are these going to be released?

So it's ready now, the dashboard and the alerts you're asking? Yep.

When are we turning them on for everyone?

Yeah, we can, I mean, reach out now. So it's just a button click for us. We can start turning these on now. We've got the documentation ready for you. So we'll meet with everyone individually. I know we're, we're doing some turning on, on our phone calls with you so you can see it. Learn about it when we're on with you. Um, but if you're ready, just reach out. It's just a button click for us.

Sounds great. Thank you everyone for joining, and we hope you have a fantastic day.

Bye.