TABLE OF CONTENTS
- What are long monologues
- Who can see long monologues
- Viewing long monologues
- How long is a long monologue?
Long monologues is one of the first of several planned innovations that will help you discover key moments in calls so that you can understand what qualitatively improves or detracts from your conversations with customers.
Long monologues is in limited release. If you do not see longest monologues, please contact your client success manager or email@example.com.
What are long monologues
When you focus on a rep, VoiceOps now shows you their longest monologues, or long speeches, so that you can evaluate whether the rep is inappropriately monopolizing the conversation. You can then investigate and coach to these long monologues if needed.
Who can see long monologues
Longest monologues are visible to coaches on the Calls page. Long monologues are not visible to reps.
Viewing long monologues
To view the longest monologues for a rep:
Go to Calls.
Change team to select a particular team and see a list of reps on the team.
Click on a rep. The Calls page will show calls for the selected rep and their longest monologues. VoiceOps will display up to twenty call statements for the rep, sorted by longest to shortest, as measured by the number of words.
Click on the statement to view the monologue in the context of the entire call transcript.
How long is a long monologue?
The actual duration of a monologue depends on how quickly the speaker talks; a good rule of thumb is a minute of speech is about 130 words.
What constitutes a long monologue depends on the kinds of conversations your reps are having with customers. If you are not seeing relevant results, contact Support to change the threshold for your company.
Q. Can reps see monologues?
A. Monologues are visible to coaches only.
Q. How many monologues should I see for a rep?
A. VoiceOps shows up to twenty monologues for a rep. Expand the date range to view more monologues, shorten it to see fewer. Contact Support to change the threshold for what qualifies as a long monologue for your company.
Q. Can I see the longest monologues for my team or entire company?
A. Long monologues are displayed for a single rep at a time; they are not available at the team or company level.
Q. Are long monologues bad?
A. Not necessarily! VoiceOps surfaces long monologues so that coaches can evaluate them. Depending on the conversation and its complexity, longer monologues might be expected. Ultimately, coaches can determine if the rep is monopolizing the conversation and should pause to check for understanding or questions.