https://support.tethr.com/hc/en-us/categories/201234238-About-Tethr About Tethr
https://support.tethr.com/hc/en-us/sections/360000329748-Tethr-overview Tethr overview

New feature: content organization, collaboration and filtering

This article describes a new feature that may not be available to all users. If you don't see this feature and want to learn more, please contact your Tethr admin.
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A

Administrator (also known as Admin)
A user with wide-ranging access to settings in Tethr. Admins are able to set up users, create agent groups, and contribute to call categories.

Agent (also known as Representative)
Your employee on the call.

Agent Group
Admins can create agent groupings that reflect organizational groupings such as location, tenure, supervisor and other groups that may assist with targeted reporting.

C

Call Details (also known as call attribute)
Information about a call provided through client metadata, including agent ID, agent name, timestamp or information about the customer from an external customer relationship management (CRM) system. Learn more about calls

Category (also known as call events)
A key event detected on a call. For example, when an agent says, "This call may be monitored and recorded" you may see a "Monitoring statement" category on the call. Categories are created by trained team members or admins.

Category Group
Grouping categories allows you to bring common categories together to make it easier to view similar themes. For example, "Sales Objections" could include categories such as price objections, shopping around, I am just looking, etc.

Comments
Allows users to “@mention” other Tethr users and provide specific public comments about the call. The user will be notified based on their notification settings.

Customer (also known as Member)
Your customer on the call.

D

Dashboard
Display of reports, to provide multiple and detailed business insights side by side. A user can create a dashboard either in Dashboards or via saving a search in Search & browse. Learn more about dashboards

Data Normalization
Visualizes out trends in results that make it easier to identify events with variations in call volume. This feature is not available on all graph types.

Default Dashboard
A personal setting you may apply to a dashboard you'd like to see by default whenever you sign into Tethr.

E

Editor
User with rights to edit a report or dashboard.

I

Ingestion (for admins)
The addition of calls to Tethr as they arrive from a phone system. After ingestion, calls are available for analytics.

L

Label
A manual tag on a call, added by the user to alternatively group calls for future review. Labels can be made private or public. Learn more about labels
Example: The training team labels the 10 best price objection overcome examples on different calls to use for training new agents or agents struggling with a particular issue.

M

Member (also known as Customer)
Your member on the call.

My Labels
A collection of the user’s private labels, not visible to others.

N

Notes
Users can privately save a specific thought on a call transcript while reviewing calls.

Notifications
Notifications can be set up on Tethr reports to monitor for updates and then alert a user to the changes. Learn more about notifications

O

Organizer
User with rights to manage dashboards. These permissions allow you to rename, add/remove reports, rearrange the dashboard layout, and manage sharing of dashboards with others.

Owner
User with ultimate rights to a report or dashboard, including the ability to delete that object. By default, the creator of an object is its owner.

P

Phrases
Phrases are contextual groupings of words in a call transcript relevant to an idea or category.
An example would be the phrase “I just received mail that my account has overdrawn.” This could be used to train Tethr to recognize a category such as “reason for call: Insufficient funds".

Public Labels
A collection of labels that are visible to all users.

R

Redaction
Tethr can detect when personal data (such as credit card information) is given during the call. This personal data is automatically removed from the call audio and transcript to ensure privacy.

Reports
A graphical at-a-glance view of data from a search. Reports are shown in dashboards. To create a report, a user first begins in Search & browse to set any combination of search terms, categories, and filters to achieve a desired insight result. Then the user can add the saved results to a new or existing dashboard. Learn more about reports

S

Script
Scripts give admins the ability to teach Tethr what events to automatically include toward the category's data in future calls.
• Typically built off of groups of saved phrases
• Used in the call center to track agent’s statements and disclosures

Script Adherence (for admins)
Tethr can detect if the agent used a script verbatim and whether it was delivered as scripted. Any deviation is flagged as a script violation. This can be a whole call script or triggered by an event on the call not occurring in the expected sequence.

Script Violation
An agent’s deviation from their script. Script violations can be found in the Filters feature on the Search & browse page.

Search
A place to find calls by filtering call results using keywords, categories, and other filters. This place is called “Search & browse” in Tethr. A search can be saved as a report on a dashboard. Learn more about Search & browse

Sharing
The action of making a report or dashboard available to other users or user groups. The recipients will be notified that they have access to the shared report or dashboard.

T

Teams (also known as call groups)
Teams allow you to filter search results by “teams” that may exist in your organization. This could be location, function (sales), campaign, supervisor, etc.

Transcript
The written log of a call including speaker identification and what was said. The only exception is redacted instances (to hide private information like credit card numbers).

U

User Group (for admins)
An entity that provides call access and functionality access to users who are its members.

V

Viewer
User with rights to view a report or dashboard, but not the ability to edit or share the object.


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