19.1.4. Prompt Template Library and Prompt Ideas

Agent Performance

Persona: Call Center Quality Assurance Engineer

Instructions: Analyze the provided call transcript to rate the agent's performance on a scale of 1 to 10. The rating should reflect the overall effectiveness of the agent in delivering customer service. Additionally, provide a detailed reasoning for the score, which includes two sections:

• Strengths: List the aspects of the agent's performance that were effective and contributed positively to customer satisfaction.

• Areas for Improvement: Identify specific areas where the agent could enhance their performance to better meet customer needs and increase satisfaction.

Be sure to keep the evaluation clear and concise, structuring your feedback in bullet points under each section for easy readability.

Output Format:

• Overall Rating: [1-10]

• Reasoning:

  • Strengths:

    • [Point 1]

    • [Point 2]

    • [Point 3]

  • Areas for Improvement:

    • [Point 1]

    • [Point 2]

    • [Point 3]

Please ensure that the feedback is constructive and actionable.

You can ask the AI to rate your agent’s performance at a very high level, where the AI will decide for itself the most important pro’s and con’s of your agent’s conversations and produce a rating and a list, this can help provide a rough indicator of general performance of your agents

Rating: 8/10

Reasoning:

Strengths:

• Clear Communication: The agent spoke clearly and used simple, easy-to-understand language, ensuring the customer fully understood the information provided.

• Polite and Professional Tone: Maintained a friendly and empathetic tone throughout the conversation, making the customer feel valued and respected.

• Efficient Problem-Solving: The agent quickly identified the customer’s issue and provided a suitable resolution within a reasonable time.

Areas for Improvement:

• Probing Skills: The agent could have asked more targeted questions to better understand the root cause of the issue, reducing back-and-forth.

• Hold Time Management: The customer was placed on hold multiple times without clear updates, which may have caused frustration. Providing frequent updates or minimizing hold times would improve the experience.

• Follow-Up Confirmation: The agent did not confirm if the customer was satisfied with the resolution. Explicitly seeking feedback or asking if there’s anything else the customer needs would enhance service quality.

Rating

Agent Welcome

Persona: Call Center Quality Assurance Engineer

Instructions: Analyze the provided call transcript to rate the agent's welcome on a scale of 1 to 10. The rating should reflect the overall effectiveness of the agent's greeting and initial engagement with the customer.

Evaluation Criteria:

• Friendliness: Assess whether the welcome was warm and engaging.

• Politeness: Evaluate if the agent used polite forms of speech and inquired how they could assist the customer.

• Professionalism: Determine if the welcome aligned with professional business etiquette.

• Slang: Note any use of slang words or sayings, as these are inappropriate in a business context.

Rules:

• If the agent fails to announce their name as part of the welcome, score the call 4 or lower.

• If the agent does not ask a question similar to “How can I help today?”, score the call 4 or lower. The phrasing does not need to be exact, but the agent must inquire how they can assist the customer.

Output Format:

• Overall Rating: [1-10]

• Reasoning:

  • Friendliness:

    • [Evaluation of friendliness]

  • Politeness:

    • [Evaluation of politeness]

  • Professionalism:

    • [Evaluation of professionalism]

  • Slang:

    • [Evaluation of slang usage]

  • Overall Assessment:

    • [Summary of the overall welcome experience, noting compliance with rules]

Please ensure that the feedback is clear, concise, and structured in bullet points where applicable.

You can also dig further into the specifics around your businesses’ conversations, in this example you can rate specifically the kind of welcomes your agents are meeting your customer’s with, this can be helpful if you’re aware of a specific area you want your agents to improve.

Expand the RULES section with any additional points that are important to your business (i.e. must mention your company name)

Rating: 6/10

Reasoning:

• Friendliness:

  • The agent’s tone was neutral and lacked warmth, making the welcome feel somewhat impersonal. A more enthusiastic or cheerful tone could improve the experience.

• Politeness:

  • The agent used polite language but did not acknowledge the customer’s greeting or express a willingness to help, which slightly diminished the perceived courtesy.

• Professionalism:

  • The greeting was concise and professional, but the agent failed to announce their name, which is a key element of business etiquette.

• Slang:

  • No slang or inappropriate language was used, maintaining a formal tone throughout the welcome.

• Overall Assessment:

  • The welcome was polite and free of slang but lacked friendliness and personalization. The agent did not introduce themselves, which is a critical aspect of a professional greeting. Furthermore, the agent did not ask how they could assist the customer, which is required for a high rating. A stronger emphasis on personal engagement and adherence to protocol would improve the customer’s initial impression.

Rating

Rate the customer’s sentiment

Persona: Call Center Quality Assurance Engineer

Instructions: Analyze the provided call transcript to determine and rate the customer's average sentiment on a scale of 1 to 10. The sentiment rating should reflect the overall emotional tone of the customer throughout the call, considering factors such as satisfaction, frustration, and engagement.

Evaluation Criteria:

• Assess the customer's tone and language to gauge their feelings during the conversation.

• Identify any specific phrases or expressions that indicate positive or negative sentiment.

• Consider the context of the customer's interactions with the agent and how it may have influenced their emotional state.

Output Format:

• Overall Sentiment Rating: [1-10]

• Reasoning:

  • Positive Indicators:

    • [Point 1]

    • [Point 2]

  • Negative Indicators:

    • [Point 1]

    • [Point 2]

  • Overall Assessment:

    • [Summary of the customer's overall sentiment, highlighting key emotional trends]

Please ensure that the feedback is structured clearly and concisely for easy interpretation.

You don’t have to focus on just the agent, you can also rate the customer’s side of the conversation. You can use this prompt to get a rough idea of how positive your customers are when on the phone.

Rating: 7/10

Reasoning:

• Positive Indicators:

  • The customer expressed satisfaction after the agent resolved their issue, using phrases like “Thank you so much” and “That helps a lot.”

  • The customer remained engaged throughout the call, responding promptly to the agent’s questions and instructions.

• Negative Indicators:

  • Early in the call, the customer sounded frustrated and used phrases like “I’ve been dealing with this for days” and “Why hasn’t this been fixed yet?”

  • The customer’s tone was slightly impatient during the initial troubleshooting, indicating some lingering dissatisfaction.

• Overall Assessment:

  • The customer’s sentiment started on a slightly negative note due to prior unresolved issues but improved significantly as the call progressed and their problem was addressed. While the resolution led to a positive shift in tone, the initial frustration highlights the importance of a swift and effective resolution to mitigate negative emotions in future interactions.

Rating

Rate the Agent’s Farewell

Persona: Call Center Quality Assurance Engineer

Instructions: Analyze the final statements made by the agent before the conclusion of the call to rate the quality of the farewell on a scale of 1 to 10. The rating should reflect the overall effectiveness of the agent's farewell in terms of friendliness, politeness, and professionalism.

Rating Criteria:

• A score of 1 indicates a poor farewell that lacks friendliness, politeness, or alignment with professional business etiquette.

• A score of 10 indicates an exceptional farewell that excels in these areas.

• You cannot assign a rating of 5 or higher unless the agent explicitly asked the customer if there was anything else they could help with.

Output Format:

• Overall Farewell Rating: [1-10]

• Reasoning:

  • Friendliness:

    • [Evaluation of the farewell's warmth and engagement]

  • Politeness:

    • [Evaluation of the politeness demonstrated in the farewell]

  • Professionalism:

    • [Evaluation of adherence to business etiquette]

  • Key Excerpts from Transcript:

    • [Excerpt 1]

    • [Excerpt 2]

    • [Excerpt 3]

  • Overall Assessment:

    • [Summary of the farewell quality based on the evaluated criteria]

Please ensure that the feedback is clear, concise, and structured in bullet points for easy interpretation.

This will rate the quality of the farewell the the agent gave, and provides reasonings for said rating.

Rating: 8/10

Reasoning:

• Friendliness:

  • The agent maintained a warm and friendly tone, closing the conversation on a positive note. Expressions such as “Thank you for calling” and “Have a great day” added a personal touch.

• Politeness:

  • The agent was polite and courteous, ensuring the customer felt appreciated and respected during the farewell.

• Professionalism:

  • The farewell adhered to professional etiquette, including a clear and structured sign-off. The agent also explicitly asked, “Is there anything else I can assist you with today?” which is a critical element for a high rating.

• Key Excerpts from Transcript:

  • “Is there anything else I can assist you with today?”

  • “Thank you for calling [Company Name]. Have a great day!”

  • “We’re always here to help if you need anything further.”

• Overall Assessment:

  • The agent delivered a professional, polite, and friendly farewell that aligned with quality standards. By explicitly asking if further assistance was needed, the agent ensured the customer had a complete and satisfactory experience. While the farewell was strong, a slightly more personalized touch (e.g., referencing the customer’s resolved issue) could elevate it to a perfect 10.

Rating

Rate the nastiness of the call

Persona: Call Center Quality Assurance Engineer

Instructions: Analyze the customer portions of the provided call transcript to rate the nastiness of the customer on a scale of 1 to 10. The rating should reflect the level of offensiveness and abusiveness displayed by the customer.

Rating Criteria:

• A high rating (8-10) indicates that the customer was punitive, abusive, used swear words, and was insulting towards the agent.

• A mid rating (4-7) suggests the customer was simply frustrated or impatient but did not cross into abusive behavior.

• A low rating (1-3) indicates that the customer was pleasant and polite.

• If the nastiness of the customer cannot be clearly determined from the transcript, return 'no rating' and provide an explanation.

Output Format:

• Overall Nastiness Rating: [1-10 or "no rating"]

• Reasoning:

  • Assessment of Customer Behavior:

    • [Point 1: Description of the customer's behavior]

    • [Point 2: Description of the customer's behavior]

  • Key Excerpts from Transcript:

    • [Excerpt 1]

    • [Excerpt 2]

    • [Excerpt 3]

  • Swear Words Used:

    • [List any swear words found in the transcript, if applicable]

  • Overall Assessment:

    • [Summary of the customer's overall nastiness based on the evaluated criteria]

Please ensure that the feedback is clear, concise, and structured in bullet points for easy interpretation.

This will give a rating on how ‘nasty’ the customer was on a call, the higher the score the ‘nastier’ the behaviour of the customer.

Rating: 6/10

Reasoning:

• Assessment of Customer Behavior:

  • The customer was clearly frustrated, using a sharp tone and statements like “I’ve been waiting forever for this to be fixed,” which conveyed impatience.

  • While the customer expressed dissatisfaction, they refrained from personal insults or excessively abusive language, keeping the behavior within the bounds of frustration rather than outright offensiveness.

• Key Excerpts from Transcript:

  • “This is ridiculous! I shouldn’t have to call multiple times for the same issue.”

  • “Why can’t anyone there just do their job properly?”

  • “I hope this finally gets resolved because I’m tired of wasting my time.”

• Swear Words Used:

  • None

• Overall Assessment:

  • The customer displayed significant frustration and impatience, evident in their sharp language and critical tone. However, they did not cross the line into abusive or offensive behavior. This mid-level rating reflects frustration without nastiness, suggesting the customer’s emotional state was situational and not directed at the agent personally.

Rating

Rate agent empathy

Persona: Call Center Quality Assurance Engineer

Instructions: Analyze the provided call transcript between the customer service agent and the customer. Look for signs that the agent is demonstrating empathy based on the following criteria:

Rules for Empathy Assessment:

• Acknowledging and validating the customer's feelings, situation, or concerns (e.g., "I understand how frustrating this must be").

• Asking questions to better understand the customer's perspective (e.g., "Can you tell me more about what happened?").

• Offering reassurance, support, or a commitment to help resolve the issue (e.g., "I'm here to help").

• Using a warm, caring, and patient tone (e.g., calm and measured speaking style).

• Avoiding judgment, arguments, or dismissing the customer's concerns (e.g., being open and receptive).

Output Format:

• Overall Empathy Score: [1-10]

• Reasoning:

  • Acknowledgment of Feelings:

    • [Evaluation of how well the agent acknowledged the customer's feelings]

  • Questions Asked:

    • [Evaluation of the questions the agent asked to gather information]

  • Reassurance Offered:

    • [Evaluation of the support and reassurance provided]

  • Tone and Delivery:

    • [Evaluation of the agent's tone and how it contributed to empathy]

  • Judgment-Free Interaction:

    • [Evaluation of the agent's ability to remain non-judgmental]

  • Key Excerpts from Transcript:

    • [Excerpt 1]

    • [Excerpt 2]

    • [Excerpt 3]

  • Overall Assessment:

    • [Summary of the agent's overall empathetic behavior based on the evaluated criteria]

Please ensure that the feedback is clear, concise, and structured in bullet points for easy interpretation.

This will rate the level of empathy that the agent had towards the customer.

The rules of this prompt are mostly focused around the service call use case and problem solving, if you wish to use this prompt for a sales use case you may need to amend the rules to better fit.

Rating: 9/10

Reasoning:

• Acknowledgment of Feelings:

  • The agent actively acknowledged the customer’s frustrations with statements like, “I completely understand how this situation has been frustrating for you,” demonstrating emotional validation.

• Questions Asked:

  • The agent asked clarifying questions such as, “Can you walk me through what happened when you first noticed the issue?” and “Has this happened before?” to better understand the customer’s experience.

  • Reassurance Offered:

  • The agent reassured the customer by stating, “I’m here to help, and I’ll do everything I can to resolve this for you today,” providing a sense of support and commitment.

• Tone and Delivery:

  • The agent maintained a warm, calm, and patient tone throughout the conversation, which likely helped ease the customer’s frustration.

  • Judgment-Free Interaction:

  • The agent avoided placing blame or dismissing concerns and instead focused on finding a solution collaboratively.

• Key Excerpts from Transcript:

  • “I completely understand how this situation has been frustrating for you.”

  • “Can you walk me through what happened when you first noticed the issue?”

  • “I’m here to help, and I’ll do everything I can to resolve this for you today.”

• Overall Assessment:

  • The agent demonstrated a high level of empathy by validating the customer’s emotions, asking thoughtful questions, and providing reassurance. The warm tone and non-judgmental approach further enhanced the empathetic quality of the interaction. While nearly perfect, the agent could strengthen empathy even more by paraphrasing the customer’s concerns to confirm understanding.

Rating

Rate the agent’s questioning skills

Persona: Call Center Quality Assurance Engineer

Instructions: Analyze the provided call transcript to evaluate the questioning skills of the agent. Rate the quality of the agent's questioning from 1 to 10, where 1 indicates the worst performance and 10 indicates the best.

Rating Criteria:

• Did the agent ask questions during the call?

• Did the agent ask questions that helped resolve the customer's issue?

• Did the agent ask questions that were connected to the topic of conversation?

Output Format:

• Overall Questioning Skills Rating: [1-10]

• Reasoning:

  • If the agent did ask questions, output the following:

    • Questions Asked:

      • [Question 1: On-topic/Off-topic, Contributed Positively/Negatively]

      • [Question 2: On-topic/Off-topic, Contributed Positively/Negatively]

      • [Question 3: On-topic/Off-topic, Contributed Positively/Negatively]

    • [Continue for all questions asked by the agent]

  • If the agent did not ask any questions, output: "No questions asked".

Please ensure that the feedback is clear, concise, and structured in bullet points for easy interpretation.

This will rate how well the agent’s level of question making, and indicate whether the questions asked were relevant and effective at addressing the discussed issue.

If your agents follow a script or runbook that mandates certain questions should be asked, you may want to include said questions in the prompt criteria.

Rating: 8/10

Reasoning:

• Questions Asked:

  • “Can you describe the issue you’re experiencing in detail?” – On-topic, Contributed Positively. This question helped the agent understand the customer’s problem more clearly.

  • “When did this issue first occur?” – On-topic, Contributed Positively. This question established a timeline, aiding in troubleshooting.

  • “Have you tried restarting the device?” – On-topic, Contributed Positively. This question explored basic troubleshooting steps relevant to the issue.

  • “Is there anything else I can assist you with today?” – On-topic, Contributed Positively. This question ensured all of the customer’s concerns were addressed before ending the call.

• Overall Assessment:

  • The agent demonstrated strong questioning skills by asking relevant and constructive questions that directly contributed to understanding and resolving the customer’s issue. The questions were clearly connected to the topic and were strategically used to gather critical information. While the performance was excellent, the agent could further improve by using more open-ended questions to encourage the customer to share additional context.

Rating

Was a Support Ticket Mentioned on the call?

Persona: Call Center Quality Assurance Engineer

Instructions: Analyze the provided call transcript to scan for any ticket numbers. Ticket numbers are identified as starting with "XYZ" followed by further digits.

Output Format:

• Overall Rating: [1 or 10]

  • If true return 10 else return 1

• Reasoning:

  • If a ticket number beginning with "XYZ" was found, output:

    • [Ticket number]

  • If no ticket number was mentioned, output: "Ticket not given".

  • If a ticket number was found but did not start with "XYZ", output: "Ticket not given".

Please ensure the feedback is clear and concise, with no additional text beyond the required information.

This will identify whether a ticket (such as a support ticket) was mentioned. A rating of 10 means a ticket was given and a rating 1 means no ticket was mentioned.

Replace ‘XYZ’ with the expected format of your business’s tickets

Rating: 10

Reasoning: 001579

Rating

Did the agent obtain the customer’s name?

Persona: Call Center Quality Assurance Engineer

Instructions: Analyze the provided call transcript to determine if the agent obtained the customer's name during the call.

Output Format:

• Overall Rating: [1 or 10]

  • If true return 10 else return 1

• Reasoning:

  • If the agent obtained the customer's name, output:

    • [Customer’s name]

  • If the agent did not obtain the customer's name, output: "name not given".

Please ensure the feedback is clear and concise, with no additional text beyond the required information.

This will identify whether the agent was able to get the name of the customer. A rating of 10 means a name was given and a rating 1 means no name was mentioned.

Rating: 10

Reasoning: Steve Matty

Rating

Did the agent get the customer’s site address?

Persona: Call Center Quality Assurance Engineer

Instructions: Analyze the provided call transcript to determine if the agent obtained the customer's site address during the call.

Output Format:

• Overall Rating: [1 or 10]

  • If true return 10 else return 1

• Reasoning:

  • If the agent obtained the customer's name, output:

    • [Site address]

  • If the agent did not obtain the customer's name, output: "Site address not given".

Please ensure the feedback is clear and concise, with no additional text beyond the required information.

This will identify whether the an address was given. A rating of 10 means an address was given and a rating 1 means no address was mentioned.

Rating: 10

Reasoning: 10 Downing Street, London SW1A 2AA

Rating

Did the agent get or confirm the customer’s phone number?

Persona: Call Center Quality Assurance Engineer

Instructions: Analyze the provided call transcript to determine if the agent obtained the customer's phone number during the call.

Output Format:

• Overall Rating: [1 or 10]

  • If true return 10 else return 1

• Reasoning:

  • If the agent obtained the customer's phone number, output:

    • [Customer's Phone Number]

  • If the agent did not obtain the customer's phone number, output: "Phone Number not given".

Please ensure the feedback is clear and concise, with no additional text beyond the required information.

This will identify whether the a phone number was given. A rating of 10 means a phone number was given and a rating 1 means no phone number was mentioned.

Rating: 10

Reasoning: 02035100999

Rating

Top Keywords

Persona: Call Center Quality Assurance Engineer

Instructions: List the 10 most interesting words from the transcript in a bullet point format.

Output Format:

• [Interesting Word 1]

• [Interesting Word 2]

• [Interesting Word 3]

• [Interesting Word 4]

• [Interesting Word 5]

• [Interesting Word 6]

• [Interesting Word 7]

• [Interesting Word 8]

• [Interesting Word 9]

• [Interesting Word 10]

Please ensure the feedback is clear and concise, with no additional text beyond the required information.

Use the following to extract the most important keywords mentioned throughout a conversation, which can help to get a general idea of the key discussion points

You can amend the amount of words you wish to report back on as well as well create a qualifier for the type of words to be returned (i.e. return a list of the top keywords to do with a sale)

- Interesting

- Connector

- Username

- Email

- Jobs

- Authentication

- Procedure

- Reschedule

- Production

- Restart

AI Assist

Pull out Customer Compliments

Persona: Call Center Quality Assurance Engineer

Instructions: Analyze the provided call transcript to identify any exceptional compliments given by the customer to the agent. Focus on high-quality, quotable compliments that show significant appreciation and satisfaction.

Output Format:

• Overall Rating: [1 or 10]

• Reasoning:

  • If exceptional compliments are found, output:

    • [Compliment 1]

    • [Compliment 2]

    • [Compliment 3]

    • [Continue for all exceptional compliments]

  • If no exceptional compliments are present, output: "No Compliments".

Please ensure the feedback is clear and concise, with no additional text beyond the required information.

This return any compliments the customer gave. A rating of 10 means a compliment was given and a rating 1 means no compliment was given.

Rating: 10

Reasoning: "Wow, thank you so much!You've been incredibly helpful and made this process so easy."

Rating

Were competitors discussed on the call?

Persona: Call Center Quality Assurance Engineer

Instructions: Analyze the provided call transcript to identify whether any competitors were discussed. Look for language like “I’m considering options”, “another company”, “how does this compare”.

Output Format:

• Overall Rating: [1 or 10]

  • If true return 10 else return 1

• Reasoning:

  • Return the names of the competitors discussed, if no names were given return what the customer said which alluded to competition being discussed.

  • If no competition was discussed, output: "No Competitors discussed".

Please ensure the feedback is clear and concise, with no additional text beyond the required information.

Return whether or not competition was discussed, with the name of any competitors if they were mentioned.

Rating: 10

Reasoning: “Customer said that ACME offered a cheaper deal”

Translation - Summarization

Persona: Call Center Quality Assurance Engineer

Instructions: Summarize what happened during the call in 5 bullet points, including the subject of the call, the steps taken by the agent, and the outcome of the call. Respond in [Chosen Language].

Output Format:

• [Bullet Point 1: Subject of the call]

• [Bullet Point 2: Step taken by the agent]

• [Bullet Point 3: Step taken by the agent]

• [Bullet Point 4: Step taken by the agent]

• [Bullet Point 5: Outcome of the call]

Please ensure the feedback is clear and concise, with no additional text beyond the required information.

This will summarise the call in the chosen language.

Replace [Chosen Language] with the language you wish to translate to

- La llamada se trató sobre un problema con el Webphone del cliente, donde no podía realizar llamadas.

- El agente identificó el problema y proporcionó los pasos necesarios para resolver el problema, como cerrar y volver a abrir el Webphone.

- El agente también proporcionó información adicional sobre dónde encontrar más recursos para solucionar problemas futuros con el Webphone.

- El cliente pudo resolver el problema y realizar una llamada de prueba con éxito.

- La llamada se resolvió de manera satisfactoria y el cliente quedó satisfecho con la ayuda proporcionada por el agente.

AI Assist

Translation - Sentiment

Persona: Call Center Quality Assurance Engineer

Instructions: Analyze the provided call transcript to determine and rate the customer's average sentiment on a scale of 1 to 10. The sentiment rating should reflect the overall emotional tone of the customer throughout the call, considering factors such as satisfaction, frustration, and engagement.

Output Format:

• Overall Sentiment Rating: [1-10]

• Reasoning:

  • [Provide a detailed evaluation of the customer's tone and language, highlighting positive and negative indicators in [Chosen Language].]

Please ensure that the feedback is clear and concise, structured appropriately for easy interpretation.

This will provide the average sentiment of the call in the chosen language. Note this can be applied to all other prompts. The key part of the prompt is ‘Please return the reasoning in [Chosen Language].’

Replace [Chosen Language] with the language you wish to translate to

Rating: 3

Reasoning: La conversación tuvo un tono negativo con una interacción poco amistosa entre el agente y el cliente. El agente no mostró un esfuerzo por resolver el problema del cliente y no proporcionó ninguna guía o información útil. Esto resultó en una puntuación de sentimiento promedio baja, lo que se refleja en la calificación general de 3.

Rating

Auto Wrap-up

Persona: Call Center Quality Assurance Engineer

Instructions: Provide a rating of 5 and then please choose which of the following options best describes the outcome of the phone call. Your response must only be one of the options below without any additional explanation as to why that option has been chosen. You must give me the response with no other text.

• Support Case Resolved

• Support Case Opened

• Escalated to Supervisor

• Customer Hung up

• Decision maker spoken to

• Gatekeeper spoken to

• Meeting booked

• Qualified Out

• Voicemail left

Use the following definitions for each option to help better decide which option should be used:

• Support Case Resolved - this means the Customer called to discuss a problem or query and the agent was able to resolve this successfully by the end of the call

• Support Case Opened - this means the Customer called to raise a problem or query. The agent was not able to resolve this by the end of the call and additional action will be required.

• Escalated to Supervisor - Should only be used if the call was successfully escalated to a supervisor

• Customer hung up - Should be used if the customer hung up the call before a resolution could be reached, with the customer most likely showing signs of frustration or anger

• Decision maker spoken to - this means the agent was able to reach a senior person in the business they contacted who is able to sign off on an order.

• Gatekeeper spoken to - this means the agent spoke with a person who was not the person they needed to speak with and were not able to be connected with the correct person

• Meeting booked - The main resulting action from the call was a meeting agreed between the parties on the call

• Qualified Out - by the end of the call the customer confirmed they were not interested in continuing the conversation any further either due to the conversation being irrelevant, it not being the right time to discuss with no new timeframe agreed or other similar reasoning

• Voicemail left - the agent left a voicemail for the customer

Please ensure the feedback is clear and concise, with no additional text beyond the required information.

Will produce a Wrap-up response from a predefined list based upon which is most suitable

Replace the Wrap-up options with your own

Support Case Resolved

AI Assist

Auto-update fields

Persona: Call Center Quality Assurance Engineer

Instructions: Please analyze the provided phone call transcript between the agent and the customer. Scan the transcript and extract any ticket numbers. You can identify ticket numbers in the transcript as they will start with a XYZ followed by further digits.

Output Format:

• If a ticket number was mentioned and it began with XYZ, output the ticket number only.

• If the ticket number was not present, return "Ticket not given" only.

Please ensure that the feedback is clear and concise, structured appropriately for easy interpretation.

This will look for a ticket mentioned in a call and return it

Replace ‘XYZ’ with the expected format of your business’s tickets.

Note this is just one example, if you need to automatically update a field once a call has been complete by fetching a certain piece of data based upon the conversation then you can augment this prompt to look any particular piece of data.

SUP-0235

AI Assist

Suggested Next Actions

Persona: Call Center Quality Assurance Engineer

Instructions: Provide a bullet point list of next steps from this call, one set for the agent, one set for the customer. Only include next steps that need to happen after the call. Do not include next steps that were solved or completed on the call.

Your response should only include the bullet point lists and should not include any reference to the output being based on this specific transcript and should state No Next Steps if none were agreed.

Next steps must only include specific actions that must be done following the call and should not include advice on the agent or customers approach to the conversation or how they could improve their performance.

Output Format:

• Agent Next Steps:

  • [next steps 1]

  • [next steps 2]

  • [next steps 3]

• Customer Next Steps:

  • [next steps 1]

  • [next steps 2]

  • [next steps 3]

• If no specific actions were agreed, state “No Next Steps”

Please ensure the feedback is clear and concise, with no additional text beyond the required information.

Creates a bullet pointed list of Next Steps for the Agent and Customer

If your business has runbooks which include ticking off particular Next Steps then these can be included in the prompt to ensure they’re always mentioned.

Agent Next Steps:

• Send the product demo link to the customer by tomorrow.

• Gather technical details about platform integration with Salesforce and email to the customer by Friday.

• Arrange a call with the technical team for a deeper dive into implementation, scheduled for next Tuesday.

• Prepare and send over a proposal document, including pricing options and contract terms, by the end of the week.

Customer Next Steps:

• Review the product demo once received and note any questions.

• Confirm availability for a technical call next Tuesday.

• Share internal goals for Q1 to help tailor the proposal.

AI Assist

Generate Follow-up Content

Persona: Call Center Quality Assurance Engineer

Instructions: Provide a response as if you are the agent writing an email to the customer as a follow up to this call. Your tone should be warm and friendly yet professional, you are a Sales agent trying to build a strong professional relationship with the customer. The contents of the email should include a summary of the relevant parts of the conversation, confirmation of any questions that need to be answered after the call and a bullet point list of any relevant follow up actions that were agreed as next steps.

Please ensure the feedback is clear and concise, with no additional text beyond the required information.

This will generate an email to follow up after a Sales call

If your business emails have any further requirements or taglines, this can be appended into the prompt.

Hi Sarah,

I hope this message finds you well! I wanted to reach out to thank you for taking the time to speak with me earlier. I enjoyed our conversation and appreciated the opportunity to learn more about your needs and how we can help.

Recap of Our Discussion:

During our call, we discussed your goals for improving team collaboration and how to streamline your project management workflows. It was great to hear about your vision for your team’s efficiency, and I’m excited about the potential fit for our solutions.

Questions You Raised:

Just to confirm, here are the main points you wanted further clarification on:

• The details around our platform’s integration with existing tools, particularly Slack and Google Workspace.

• How our reporting features can help with cross-department visibility.

• Any training resources we offer to onboard your team quickly.

Next Steps:

To keep everything on track, here’s a summary of our agreed next steps:

• Send Demo Link: I’ll send over the product demo link by tomorrow so you can explore it on your own time and see its capabilities firsthand.

• Integration Clarification: I’ll reach out to our technical support team for detailed information on how our platform integrates with Slack and Google Workspace and provide that to you by Thursday.

• Follow-Up Call: We’ll reconnect next Wednesday at 2 PM to go over any additional questions you may have and discuss feedback on the demo.

Please let me know if there’s anything I missed or if you have any other questions in the meantime! Looking forward to working together and helping you reach your goals.

Warm regards,

AI Assist

Categorize the call

Persona: Call Center Quality Assurance Engineer

Instructions: Categorize the call based on the reason the customer called in, using no more than three words.

Output Format:

• [Issue Category]

Please ensure the feedback is clear and concise, with no additional text beyond the required information.

This will provide a category for the reason why the customer called in.

This prompt is mostly focused around the service call use case, if you wish to use this prompt for a sales use case you may need to amend the criteria to better fit.

Number assignment

AI Assist