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.
Admins can create agent groupings that reflect organizational groupings such as location, tenure, supervisor and other groups that may assist with targeted reporting.
A call is an interaction type in Tethr. A call contains interaction details about the 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
A case is an interaction type in Tethr. A case includes information about a customer support request, or ticket, received as an email message to a company support or service channel via a chatbot or via any calls associated with the same customer or ticket number. This information comes into Tethr through customer metadata about the interaction (case, call or chat), including agent ID, agent name, timestamp or information about the customer from an external customer relationship management (CRM) system.
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.
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.
A chat is an interaction type in Tethr. A chat includes information about the customer request received as a message to a company support or service channel via a chatbot or messenger service. This information comes into Tethr through customer metadata about the interaction, including agent ID, agent name, timestamp or information about the customer from an external customer relationship management (CRM) system.
Allow users to “@mention” other Tethr users and provide specific public comments about the interaction. The user will be notified based on their notification settings.
Customer (also known as Member)
Your customer on the interaction.
Custom groups (also known as Teams)
Custom groups allow you to filter search results by customized groups or “teams” that may exist in your organization. This could be a location, function (sales), campaign, supervisor, etc.
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
Visualizes out trends in results that make it easier to identify events with variations in volume. This feature is not available on all graph types.
A personal setting you may apply to a dashboard you'd like to see by default whenever you sign into Tethr.
User with rights to edit a report or dashboard.
Ingestion (for admins)
The addition of interactions to Tethr as they arrive from a phone system, email system, chat system or support case system. After ingestion, interactions are available for analytics.
Interactions include any customer call, chat or customer support and service email, message or case (ticket) associated with a customer or unique identifying number.
Interaction details are information about a call, a chat or a case provided through client metadata, including agent ID, agent name, timestamp or information about the customer from an external customer relationship management (CRM) system.
There are three interaction types in Tethr: a call, a chat or a case. You can use the Interaction type filter in Tethr to refine all of your customer interactions by each type.
A manual tag on an interaction, added by the user to alternatively group interactions 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.
Member (also known as Customer)
Your member on the interaction.
A collection of the user’s private labels, not visible to others.
Users can privately save a specific thought on an interaction transcript while reviewing interactions.
Notifications can be set up on Tethr reports to monitor for updates and then alert a user to the changes. Learn more about notifications
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.
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.
Phrases are contextual groupings of words in an interaction 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".
A collection of labels that are visible to all users.
Tethr can detect when personal data (such as credit card information) is given during the interaction. This personal data is automatically removed from any call audio on the interaction and its transcript to ensure privacy.
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
Scripts give admins the ability to teach Tethr what events to automatically include toward the category's data in future interactions.
• Typically built off of groups of saved phrases
• Used in the contact center to track the 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 interaction script or triggered by an event on the interaction not occurring in the expected sequence.
An agent’s deviation from their script. Script violations can be found in the Filters feature on the Search & browse page.
A place to find customer interactions by filtering interaction 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
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.
Teams (also known as Custom groups)
Teams allow you to filter search results by “teams” or customize groups that may exist in your organization. This could be a location, function (sales), campaign, supervisor, etc.
The written log of an interaction including speaker identification and what was said. The only exception is redacted instances (to hide private information like credit card numbers).
User Group (for admins)
An entity that provides call access and functionality access to users who are its members.
User with rights to view a report or dashboard, but not the ability to edit or share the object.