Once Whisper has been set up by your business admin, you’ll see recommendations on the Insights > Team page. Select Interaction to see the metrics displayed in different tabs.
If you don’t want to receive recommendations for a metric, click the toggle.
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If you want to change the criteria, click What’s This? to open the tooltip and see the criteria. Then click the Change Criteria link at the bottom of the tooltip.
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Gong coaches for six metrics (copy from the magic):
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Talk Ratio – The average percentage of all the calls in which the team member spoke. The recommendation is for no more than 65% of the time.
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Longest Monologue – The duration, in minutes, of the longest speech made by the team member. The recommended maximum length is no more than 2m 30s
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Longest Customer’s Story – The duration, in minutes, of the longest customer-talking segment. This includes short team member interruptions. The recommended length is between 1 and 2 minutes.
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Interactivity – This shows how often the conversation switched back and forth from team member to customer and is on a 0–10 scale. The recommended grade is 5 or more.
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Patience - This shows how long the team member waited after the customer completed talking before taking over the conversation. The recommended wait time is between 0.6 and 1 second.
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Question Rate - This shows how frequently the team member asked questions during an hour of conversation. It is recommended to ask 18 or more questions.
For each metric, you see how each team member performed. When Whisper is set up, you also see if your team performed within the recommended range.
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To the right of each team member’s metric, you can see if they were within the recommended range (a green dot), or outside the range (a yellow dot).
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To see recommendations for individual team members, click their name. This shows all the call interaction stats for that team member.
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You'll also get recommendations in your call summary mails, for example:
