Volie 15: Pulse Enhancements

Hello everyone, welcome back to another Volley 15. If you joined our most recent Volley session, then you know that there's lots of stuff going on, all good things of course at Volley currently, and one of those things is expansions to Pulse. So Liza is going to be walking us through some of those capabilities that are already live to you all today. So I'm going to go ahead and pass the torch over to her and go ahead and get us started, Liza.

Great. Yeah, these things— there are 3 things that I'm going to show today, and Summer just mentioned they're all live as of yesterday afternoon. So, if you are someone who already has Pulse enabled in your account, you can go check these things out even as I'm sharing my screen here. You guys can follow along. Okay. First thing that I want to show is an additional filter/alerting option that you can configure, and it is keywords. So it's interesting, I've had a couple of different conversations this week, you know, one conversation with prospective clients who are transitioning to Volley, kind of complaining about systems that they've used in the past that are based only on keywording. And getting false alerts or like an abundance of alerts that aren't appropriate when keywording is the only filtering that they're using. But on the flip side, right, I've got customers who are on Volley who say, you know, we're running a promotion this month and I want to be sure that on every single phone call my reps are saying, you know, Tirepalooza or whatever it is. So there's a time and a place for keywords. So we've added keyword search alerting kind of functionality within Volley. First thing is you need to set up your keywords. So to do that, once you're within Pulse, you will click into the admin section. And then there's a place right here for keywords. I have a bunch already created. It's really easy to create new keywords though. You just type into the box. So if I wanted to do inspection, I could do that, or I can do a phrase. I could do multi-point inspection, whatever you want. You can add keywords, you can delete them. We don't allow you to edit a keyword once you kind of set it. It has filtered for those words specifically. If you need to change it, just add a new one, um, and it can go backwards through your calls. So that's how you create the keywords. Once you have the ones in here that you want to be able to search by, you can go back out to your Pulse dashboard, open up your filters, and then from here there is this keyword search. So if I type in my example that I have pulled is a call where the word warranty was mentioned. Remember that you can also use these to create alerts. So if you want to be alerted every time someone says a specific keyword or that phrase, you can set up this filtering and then create an alert for yourself. I'm just going to use it as a filter for the moment. And lo and behold, it found the one call that I wanted it to. Here's this one call. It used several keywords on this call, including the warranty, which is the one that I filtered for. So great. So my keywords got me to this call. I'm gonna open this up and I'm gonna show you the 2 other new features that we have within the dashboard and within the call itself as well. So, all right. So in my scenario, right, I'm looking at my call, I'm reading through the transcript, I'm looking at the assessment to see what Pulse thinks about the call. And I say, oh my gosh, I need to call this customer back right now. You can now within the dashboard. Also, if you received this alert to your email, if you click that link in your email, it will land you on this page and you can call from that link that you were emailed as well. I can call this customer straight from here. There's 2 different options. If you are someone who has a headset hooked into your computer, if you've ever taken calls in Volley in the communication center that way, You can call right from your browser. That'll dial through your headset. Or if you don't have a headset hooked up, if you are a manager, someone at the store, you have a desk phone or you have a cell phone and you want to place this call through your cell phone or your desk phone, you can also use the Call My Phone function. You'd type in your desk phone number or your cell phone and you'll say Start Call. And that works very similarly to a click-to-call kind of functionality where once you click that, it will ring your cell phone or your desk phone. And then from there, it will call out to the customer once you've picked up that phone. Uh, once you're done talking to the customer, you can choose to select a disposition or not. It's up to you if you want to disposition it. If you want to add a disposition and any notes, all of those will be saved on the customer's profile. And when you're done, you can say done right here. If I open up the customer's profile just to show you guys, I'll be able to see in the communication history. Any calls that I made, those Pulse calls will show up in the customer's history. And then if you want to use that to filter out, maybe you've got different, you know, filters, query parameters that filter by disposition, that disposition would count. But it's optional. You don't have to disposition as a manager if you don't want to from that callback option. So that was feature number 2, is you can now call from Pulse. Last thing, maybe I, you know, I read through the notes, I called and I saved the customer, whatever I did. Now I want to mark this call as reviewed because maybe, you know, when I sit down with my one-on-one with my rep who made this call, I want to be able to reference back to this call specifically. And I want to call it out and review it with them. So I have the ability now where I can mark specific calls as reviewed and I can add notes. So missed opportunity warranty customer. I'm just making something up, obviously. Mark as reviewed. And then now when I come out of this specific call, I have a couple of different things I can do here. If I want to filter, I'm gonna get rid of my keyword, but if I want to filter for all calls that have been reviewed, Maybe I want to filter for all of the calls that Summer made that I reviewed because I'm about to sit down and review with Summer. I can apply those filters. Then I can scroll down and it'll find those calls that have been reviewed. They've got this little green checkmark. If I hover over that checkmark, I can read my notes without opening it. So maybe I want to do a deeper dive with Summer. I can click into it. But if I just want to get at a glance, I can read my notes right there. So easily, this allows you to see if you are a manager of a manager, you can see which calls are being reviewed, how many calls are being reviewed, and maybe how many are left unreviewed. And that'll help you set some standards for your team leads or your managers as well to make sure that they're actually using the functionality and that they're meeting with their team to improve those behaviors over time. So it's those 3 things. You've got keyword filtering, and don't forget that you can use that for alerts. The ability to call right back from that assessment, whether you found it because you were digging through the dashboard or you received an email or a Teams or a Slack message alerting you to that call. And then also the ability to mark those communications as reviewed and then being able to filter and sort that way as well. That's everything.

Nice. I wasn't prepared for us to have a review. I'm not ready. I don't have notes. No questions came through the Q&A, so I think we're good to wrap it up here. Kept it short and sweet for you guys today. Of course, the recording will be up on YouTube. If you haven't caught the recording of the Volley session and you weren't on it live, that's up as well. Until then, I think that's it. So hope everybody has a fantastic day, and thank you guys so much for coming out.

Thank you. Bye.