TABLE OF CONTENT
Topic Page No.
How does it work 2-3
How to install 3-26
How to use 26-31
How to access 32-38
How to test 39-40
i) Testing on Windows 41-51
ii) Testing on Linux 51-55
iii) Testing on MAC 56-64
iv) Testing on iOS 65-76
v) Testing on iOS mobile 76-86
vi) Testing on Android mobile 87-101
Testing Script 102-109
What is Salesken ?
The Salesken platform seeks to improve human intelligence and integrate science into sales. To boost performance for sales representatives, managers, and teams, Salesken's business software makes use of cutting-edge artificial intelligence technologies.
Our goal is to assist every sales representative in achieving their full potential, assist every sales manager in fostering optimal performance, and every organisation in maximising productivity, transparency, and revenue.
Architecture:
Post Call Analytics (PCA)
In order to get the call recordings and speaker-level segregated transcript of the calls that our users make on MS Teams, we decided to make a bot
The bot would join the meeting as a participant at the scheduled time of the meeting
In order for the bot to know the time of the meeting and join at the correct time, we need the user to even integrate their calendar with Salesken where they schedule their calls
Once we have the information of all the scheduled meetings of the user, we will have a bot join the meeting that will record the meeting and also obtain the speaker-level segregated transcript that we will use to further analyse the call and come up with Post Call Analytics
Real-Time Cues
Fetch Stream
To be able to show real-time cues, we need to fetch real-time call stream, and for that, we decided to make a bot
The bot would join the meeting as a participant at the scheduled time of the meeting
In order for the bot to know the time of the meeting and join at the correct time, we need the user to even integrate their calendar with Salesken where they schedule their calls
Once we have the information of all the scheduled meetings of the user, we will have a bot join the meeting that will fetch the call stream for us real-time, which we will use to analyse the call and generate cues
Show Cues
To be able to show cues to the user, we needed an interface, and for that, we decided to make an app
The user will be able to install an app called “Salesken” on the Microsoft teams store, which will open on their desktop during their call and show them real-time cues
How does it work?
Salesken Application triggers a virtual participant called Salesken Bot which is an automated bot that will join in all meetings and has the capacity to engage with and access MS Teams sessions while they are taking place in real-time. In order to analyse the calls and display cues in real-time, Salesken can get this live stream from the bot.
The real-time cues will appear on the app in MS Teams so that the user won't have to open the Chrome browser in order to see the cues.
To activate the Salesken bot, the meeting should be scheduled only on the outlook calendar at least half an hour prior to the actual meeting time. Sharing the direct link to the meeting or instant meeting will not activate the bot.
How to Install?
Steps to install Salesken application :-
Login in to your Microsoft account using appropriate credentials
Click on the “Apps” option at the left menu toolbar
Search for “Salesken” on the search bar and select the first result
Click on → Salesken card
Click “Add” to install the Salesken application
Once the Salesken has been installed/Added, the user will be directed to the Home page on MS Teams
Note: Right click on the saleken logo on the left menu toolbar and pin the application for further ease of access.
Salesken dashboard on MS Teams
The Home or the User Report Page on the Salesken app dashboard on MS Teams that enables a sales representative using MS Teams to obtain a detailed post-call analysis on the MS Teams platform. A sales representative can access details such as Script Intelligence, Selling Best Practices, Playbook Intensity, Emotions Chart, Comparison, and Leader Board from the home page on MS Teams without switching onto the Salesken portal.
The user can also access Activity Logs and Intelligence Report on the Salesken app dashboard individually.
Its Structure
The Salesken app dashboard contains two segments: The Home page and Reports Page.
Home Page: Home page allows the user or the sales representative to get an overview of all the activities/tasks performed within the organisation. It provides signal-wise coverage across all dimensions that are further bifurcated into segments like Script Intelligence, Selling Best Practices, Emotions Chart, Playbook Intensity, Comparison, and Leader Board.
→ List of Reports available on Salesken Dashboard:
The elements that are displayed to the sales representatives on the dashboard are,
Script Intelligence: Script Intelligence is a platform where the agent can evaluate the total effectiveness of the sales calls and activities that have been done. The manager can examine the success at each stage of dimension on this block. Dimensions are classified based on the external dynamics of the call.
Opening: How effectively a sales rep Initiates the conversations.
Lead Qualification: How extensive are your reps/agents on asking qualifiable questions to identify the right prospects.
Needs Discovery: Indicates if your sales reps are able to uncover the lead pain points or needs of the prospect.
Key Value Proposition: How well the Sales Reps are able to highlight the key selling aspects of the products to your leads.
Product Knowledge: Indicates if your Sales Reps are able to explain the products thoroughly in order to keep the customer interested.
Price Discussion: Shows how successful are the Sales Reps on navigating the product pricing discussion
Closing: Shows if a rep is able to end the conversation effectively with concrete follow ups
Selling Best Practices: This block provides signal-wise coverage for dimensions like consultative analysis, empathy, listening skills, confidence etc. The dimensions are classified based on the best practices that agents/sales reps must follow during their conversation with the customers.
Consultative Selling: Understands your leads by asking in-depth questions.
Empathy: shows how well the agents empathise with the leads in conversations.
Listening Skills: Indicates if the agent is practising active listening with the customer.
Confidence: Indicates on how confident the agent is during their conversations.
Urgency Creation: Indicates how well the agent conveys urgency in conversation with the leads.
Positive Energy: Indicates the level of positive energy during the call or conversations.
Rapport Building: Indicates how well the agent builds connection with the lead on a personal level.
Politeness: Shows how polite the agent is during their conversations with the leads.
Playbook Intensity: This block indicates the time spent on all Dimensions for all leads. This is represented by a pie chart categorised into dimensions and further subdivided into signals.
Emotion Chart: It demonstrates the coverage of all Customer and Agent emotions. It has a toggle button that enables the user to switch between the charts for Agents/Customers. During the call, this performs an emotional analysis of the customers, displaying the emotional tone of the message that the customers are attempting to convey.
Assertiveness: Indicates on how assertive the agent is during their conversations
Joy: Indicates if the Lead is excited during the conversation
Compassion: Indicates the level of compassion between the sales rep and lead
Satisfaction: Indicates the satisfaction level of the Lead during their conversations
Frustration: Indicates if the lead is frustrated during the conversation
Curiosity: Indicates if the sales rep is able to generate curiosity in the lead
Comparison: Comparison page allows the user to view a comparative analysis between the signal Intensity and dimensions such as Script Intelligence and Best selling practices.
This page is further divided into two parts,
Script Intelligence: It provides detailed analysis of the signal intensity w.r.t the different dimensions like Closing, Key Value Proposition, Lead Qualification, Opening, etc
Selling Best Practices: It provides a detailed analysis of the signal intensity w.r.t the various Selling Best Practices like Confidence, Positive Energy, Rapport Building, etc
Leaderboard: This block displays the information about Top 5 performers in the organisation while the Needs Attention section displays the gaps that the particular user can fulfil to make their conversation more efficient.
Objections: This block displays the objections raised by the leads during the sales conversations. There are three sections: one shows the pie chart, the Objections raised during the conversations are listed under “Objections” and the other part shows the conversations with the number of instances the particular objections have occurred.
→ By Clicking on the “+” sign under the conversation section, the user can view the exact objection that is raised by the customer
Reports: The report section is divided into four segments that allows the sales representative to view the Activity Logs, Script Intelligence, Selling Best Practices and Objections
Activity Log: Activity Log is a page where the agent can get a birds eye view on the day to day activities/tasks held by the sales rep. This page provides a detailed view of each activity or task done by the sales rep. Each conversation made by an agent with the leads are displayed on this page.
This page shows the number of outbound calls and webinars attended. To get information about a particular lead, the user can directly type in the lead name,number or email address.
The page can be customised based on the following aspects,
Playlist: All, All Liked, Shared by me, Shared to me, Good Calls, Bad Calls, and Average Calls
Sort by: Contact Name, Sales Rep Talk ratio, Call Type, Direction, Duration, and Pitch Score.
Download: This button allows the manager to download the activity log report w.r.t Date range filter set.
Date Range Filter: The user can customise the page by using the custom date range filter
Funnel button adjacent to the Date Range Filter allows the user to filter the activity based on various aspects like Conversation Type, Call type, Pipeline, Teams, Stage, Reps, Dispositions, Signals, Call status, Customer Call status, Agent Call Status, Cue Detection, Telephony Provider, GDPR and Duration Type.
Each activity or task is divided into two modals on the activity log page: Task Card and Transcript Section
The Task Card provides a thorough overview of the call and allows you to share activities, add a playlist or identify the type of call and download audio. While the Transcript section Has a video recording of the entire conversation along with the audio signals and a transcript of the entire conversation.
Task Card: It displays the Team Name, Pitch Score, Talk Time Duration, Call Type, Seller, Buyer, Performed Date, Task Status
Pitch Score: Determines how effectively an agent has pitched the product to the customer
Talk time Duration: Total time taken for the conversation from when the Agent/Customer picked up the call.
Call Type: This indicates the type of task and the direction of the tasks.
Sellers Party: Indicates the participant of Seller’s Organisation.
Buyer Party: Indicates the participant of the Buyer’s Organisation.
Performed Date: Indicates the date on which the conversation happened.
Task Status: This represents if the task is completed or in progress.
Transcript Modal:
The entire conversation between the sales representative and the lead is structured in the transcript with references to captured signals.
The user can playback the recorded file and can examine the conversations. They can filter the transcripts based on snippets (with comments, without comments, or All) and by dimensions.
The user can add comments on the snippets and the Search Bar allows an easy path to search for particular snippets within the transcript model.
Script Intelligence: This segment deals with the external dynamics of the call. It guides the agent with an approach for effectively pitching a product. It directs the agent's approach to successfully pitching a product. It consists of dimensions such as,
Opening: How effectively a sales rep initiates the conversations.
Lead Qualification: How extensive are your reps/agents on asking qualifiable questions to identify the right prospects.
Needs Discovery: Indicates if your sales reps are able to uncover the lead pain points or needs of the prospect.
Key Value Proposition: How well the Sales Reps are able to highlight the key selling aspects of the products to your leads.
Product Knowledge: Indicates if your Sales Reps are able to explain the products thoroughly in order to keep the customer interested.
Price Discussion: Shows how successful are the Sales Reps on navigating the product pricing discussion
Closing: Shows if a rep is able to end the conversation effectively with concrete follow ups
The Script Intelligence page showcases the following information to the user,
Playbook Coverage: Shows the signal wise coverage of all leads [Won Vs Lost], can switch the “All Leads” toggle button to display coverage of all leads.
Playbook Intensity: Shows the coverage of time spent across all dimensions for all leads.
Leaderboard: Shows the Top 3 performers in the organisation.
Top Scoring Calls: Ranks the Calls based on the pitch score.
→ Clicking on “More” Hyperlink opens up a tab that gives a detailed overview of the call with a transcript section.
Key Highlights: Provides Information Highlights on each Dimension.
Selling Best Practices: This segment deals with the selling aspects of the call. In this the soft skills of the agents are measured using dimensions. This consists of dimensions such as,
Consultative Selling: Understand the requirements of your leads by asking in-depth questions.
Empathy: shows how well the agents empathise with the leads in conversations.
Listening Skills: Indicates if the agent is practising active listening with the customer.
Confidence: Measures how confident the agent is during their conversations.
Urgency Creation: Indicates how well the agent creates an urgency in conversation with the leads.
Positive Energy: Indicates the level of positive energy during the call or conversations.
Rapport Building: Indicates how well the agent builds connection with the lead on a personal level.
Politeness: Shows how polite the agent is during their conversations with the leads.
The Selling Best Practices page showcases the following information to the user,
Playbook Coverage: Shows the signal-wise coverage of all leads [Won Vs Lost], can switch the “All Leads” toggle button to display coverage of all leads.
Leading Dimension: This panel shows the dimensions that are more oftenly used by the sales representative
Leaderboard: Shows the Top 3 performers in the organisation.
Top Scoring Calls: Ranks the Calls based on the pitch score.
→ Clicking on “More” Hyperlink opens up a tab that gives a detailed overview of the call with a transcript section.
Objections: This page gives the user an insight on the objections that are raised during the conversation between the agent and the customer
The objections page is segmented into two parts,
Breakdown by Sales Representatives:
Shows the Sales Rep’s name, conversations, and Objections
Objections are determined by the Ratio of unique conversations with detected signals to total conversations with objections detected.
Breakdown by Objections:
Shows the Objections to the conversations
Conversations are determined by the number of unique conversations where a particular objection has occurred.
How to Use it?
Requirements on successful Integration,
Salesken’s admin credentials
(integrations page can be accessed only from the admin portal)
MS Teams Admin credentials
(to access all the meetings recording for PCA)
Personal calendar credentials
(to fetch real-time stream of live meetings)
Download Salesken app from MS Teams marketplace
(to show real-time cues)
Steps on How to integrate MS Teams with Salesken:
Log in to your Salesken Admin account.
Click on the Configuration menu on the top left of your screen and select “Integrations”
Here you can see a list of tools that you can integrate with Salesken. Now click on the ‘Connect’ button on “Microsoft Teams' ' card
You’ll be redirected to the MS Teams Sign-in Page to authenticate.
Enter your credentials and sign-in to your Microsoft Teams account.
After signing in, Microsoft verifies the user by sending a code to the registered mobile number of the user
Enter the Code and Click on the “Verify” button
“Permissions Requested” pop up appears from Microsoft
Scroll down and Click on the “Accept” button to allow the permissions to authorise Salesken.
Please Note: Authenticating/authorising your Microsoft account will also let Salesken access Outlook calendar which is necessary to send Salesken’s automated bot in the meetings.
Once you’re successfully integrated, you will be redirected back to Salesken’s web application.
Real-time cueing via Salesken MS Teams app:
Only via Salesken’s MS Teams app and with the help of Salesken bot Real-time cueing is possible.
To enable that you need to follow the following steps:
MS Teams must be integrated with Salesken (steps mentioned above)
After the integration, go to the MS Teams App on your system. (Please ensure you are logged in with the same account present on Salesken)
Start a meeting in MS Teams.
You’ll see an option called ‘Apps’ on the top menu, click on ‘Apps’ and search for ‘Salesken’ in the discovery option and add the Salesken App to your MS Teams account.
Once the Salesken app has been added in the MS Teams application, a Salesken Bot will be joining as a virtual participant in every meeting scheduled in your calendar to get the real-time stream of the ongoing meeting.
Real-time cues will be displayed for every meeting in the Salesken app on MS Teams
How to access it?
To access this feature follow the given steps,
Login to your Microsoft account using valid credentials
Navigate to the left menu toolbar —> Click on the “action button”
Click on the “Salesken” Icon
The user will be redirected to the “Homepage” on the Salesken App
Note: The another way to access the Salesken app is as follows:
Login to your Microsoft account using valid credentials
Navigate to the “Apps” section on the left menu toolbar
Click on the “Salesken” Card
A popup will appear → Click on “Open”
The user will be redirected to the “Homepage” on the Salesken App
Select Activity log / Script Intelligence / Selling Best Practices / Objections from the drop down list to get a detailed view of the respective pages
Rules and Conditions to work:
Authenticating/authorising your Microsoft account will also let Salesken access Outlook calendar which is necessary to send Salesken’s automated bot in the meetings.
Every sales representative in the organisation has to integrate their calendar with their Salesken accounts.
Only the respective users can undo the integration and the admin can’t undo this user level integration
The user needs to schedule and share meetings through the calendar only. Sharing meeting links directly or instant meetings will not activate the BOT.
(Please note that you should schedule a meeting at least half an hour in advance.)
An external participant is required to join as a ‘BOT’ and stream live for real-time cues
How to Test it?
Please use the below credentials to test the application:
Display name: Test User
Username: test@salesken.ai
Password: Hum73198
To perform testing,
schedule a meeting at least 5 minutes prior in the Outlook calendar
Add the attendees
Join the meeting at the scheduled time
Go to “Apps” on the top menu toolbar
Select the Salesken application
A virtual bot (Salesken bot) will join the meeting
Zoe → Virtual Salesken Bot
Scenario,
User: Hi, my name is XYZ (“Greetings” cue card will be generated on the above example)
View the virtual bot to get the real-time cues.
Testing on various platforms :
Windows
Please use the following credentials to test the application on Windows :
Username: test@salesken.ai
Password: Hum73198
To perform testing,
Login to the Microsoft account using credentials provided
After logging in, the user will be redirected to the MS Teams dashboard
Go to “Calendar” options on the left menu toolbar
Schedule a meeting at least 5 minutes prior in Outlook Calendar
Add the attendees
Users must be able to join a scheduled meeting once it has been set up by selecting the drop-down button next to the "New Meeting" button in the right corner and selecting "scheduled meeting"
Click on “Join” button to join the meeting
Upon clicking the join button, users would be redirected to this page
Click “Join now”
To Accept the Bot Request → Click on People and Click on View Lobby
Participant List will be displayed, Click on Green Check button or Accept All to accept the participant request
Participants will be added once the request has been accepted
Note: There are two ways to add the Salesken app, either after or before accepting participant requests.
→ To add the app after accepting the participants,
Click on “App” to add Salesken so that Real Time Cue can be displayed
Search “Salesken” in Search Bar
Click on the “+” sign that appears while hovering over the icon.
Pop up will appear to add Salesken app in the meeting
Click on “Save”
To add the Salesken app before the meeting,
Click on “App”
Search for “Salesken” in the search bar on the top of the menu toolbar
Hover on Salesken App “+” sign will appear Click on it.
Pop up will appear to “Add” Salesken app in Meet
Click on “Save”
Salesken App will Appear in side window
Once the meeting is started, real time cues will be displayed on Salesken application whenever the customer uses a trigger word
To end The Meeting click on “Leave Drop Down button”
Two option will Displayed “Leave” and “End Meeting”
Click on “End Meeting”
Note: Upon clicking “Leave Meeting” bot will remain in the meeting, clicking on “End Meeting” options will terminate the entire meeting
Click on “End” button
Linux
Please use the following credentials to test the application on Linux :
Username: test@salesken.ai
Password: Hum73198
To perform testing,
Login to the Microsoft account using credentials provided
After logging in, the user will be redirected to the MS Teams dashboard
Go to “Calendar” options on the left menu toolbar
Schedule a meeting at least 5 minutes prior in Outlook Calendar
Add the attendees
Users must be able to join a scheduled meeting once it has been set up by selecting the drop-down button next to the "New Meeting" button in the right corner and selecting "scheduled meeting."
Users should be able to see the scheduled meeting on the dashboard
Click on “Join” button to join the meeting
Upon clicking the join button, users would be redirected to this page
Click “Join now”
Click on the “Participants button” on the panel at the bottom of the page to verify if the participants and the bot name is there in the list of participants
Navigate to the search bar at the top and search Salesken
Click on the “Salesken” icon to activate the bot
After activating the bot, the user will be able to see real-time cues on the screen
MAC
To test the application in MAC,
Open MS Teams app and click on “Get started” button
Enter valid user ID and click on next button
Enter valid Password and click the “sign in” button
User will be redirect to MS Teams Dashboard
Navigate to the “Calendar” option on the left menu toolbar
Click on drop down option beside the New meeting option and select “Schedule meeting” option
Enter all the Meeting details and click on “Save button”
Navigate to the “Apps” section on the left menu toolbar and select “Salesken app”
Click on “Open” button
Click on “Join” button to join the meeting
After allowing mic and camera permission click on “Join now” button
Admit all the participants by clicking on “Admit all”
Click on “Salesken app” or search for it by clicking on the “Apps” option on the menu toolbar at the top of the page
Click on “save button” in the pop-up displayed
Salesken application will appear on the right side of screen
The real time cues will appear after the trigger word is encountered
To end the meeting click on “Leave button” and select “End meeting” button
Click on “End” button to terminate the whole meeting
iOS
To test the application on iOS devices use the following credentials,
User id :- test@salesken.ai
Pass :- Hum73198
To perform the testing,
Open MS Teams application
Enter valid username and click on “Sign in” button
Enter valid password and click “sign in” option
After clicking on sign in the user will be redirected to MS Teams dashboard
Navigate to the “Calendar” option on the menu toolbar at the bottom and Click on “+” icon to schedule a meeting
Enter all the necessary details and click on “done”
Navigate to the “Calendar” and click on “Join” button at the top right side of the page to join the meeting
All the application to use the mic and camera and Click on “join now” button
Click on “participant button” at the bottom panel and admit all the participants
Click on the action button (3 dots) beside the speaker option and select “Apps” option
Select “Salesken app” and click on “Add” button
Click on “Save” button
To test the real time cues, use the specific trigger words after which the cues will appear on the Salesken application
Mobile iOS App
User id :- test@salesken.ai
Pass :- Hum73198
To test the application on iOS mobile device,
Open MS Teams app → Enter valid email address and click “Sign in” button
Enter valid Password and click on “sign in” button
User will be redirected to MS Teams dashboard
Click on the “Calendar” option available at the bottom menu toolbar
Click on the “Join” button adjacent to the details of the scheduled meeting
A pop will appear asking for the mic and permission, give the permission as per your feasibility and click → “Join now” button
Click on the “action button” adjacent to the speaker option
Click on “Apps”
Click on “Add” button on the Salesken card
Upon adding the Salesken app the user can access the real time cues generated during the conversation between the agent and the customer
→ The user can access the cues generated during the conversation without entering the meeting by following the below mentioned steps,
Click on the “more” option available at the bottom menu toolbar
Click on the “Salesken icon” to launch the Salesken app
The user will be able to access the cues generated on this screen
Mobile Android App
User id :- test@salesken.ai
Pass :- Hum73198
To test the app on Android Mobile following steps should be followed,
Open MS Teams App → Enter valid email Id and click “Next” option
Enter the valid password and click → “Sign in”
The user will be redirected to the home page on the MS Teams app
To test the Salesken app, thyme user will be required to schedule a meeting at least half an hour before the actual meeting time
Enter all the meeting details like Name, add participants, mention the time and date of the meeting and click on the “tick” button at the top right side of the page
After scheduling the meeting, it will appear like this on the user’s calendar page
To join the meeting click on the “calendar” option at the bottom menu toolbar
Click on the “Join” button adjacent to the details of the meeting
Upon clicking join button the user will be required to give camera and mic permission according to their feasibility
Click on the “Join now” button
Click on the “action button” next to the speaker option at the bottom of the page
Click on “Apps”
Click on “Add” option on the Salesken app card
A pop up will appear at the bottom of the page asking the user for confirmation to add the Salesken app, Click → Add
The user will be redirected to the following screen
Click on the “tick” button at the top right side of the page
After which the user will be able to access the real time cues generated during the conversation between the user and the customer
→ To access the Salesken dashboard on the android device the user should follow the steps mentioned below,
After adding the Salesken app the user will be redirected to the Activity page on Teams application → Click on the “More” button at the bottom right side of the page
Click on the “Salesken” icon
The user will be redirected to the Salesken Dashboard on the MS Teams application
In order to test the functionality, a meeting has to be scheduled (at least 5 minutes in advance) between the sales rep (test@salesken.ai) and any invite any other person to act as a customer. The sales rep and the customer has to follow the below mentioned script in order to see the working of the cues.
Script:
Important scenarios related to Bot and Attendees:
If the Sales rep(host) joins the meet after the scheduled time of meet is over, the bot will not join the meet and no cues will be caught.
For a meeting having a scheduled time of one and a half hour or more and the Sales rep(host) joins the meet one hour past the start time, then the bot will not join the meet and no cues will be caught.
If the Sales rep(host) shares the meet invite with a customer who was originally not added in the attendee list while scheduling the meet, still the customer can join the meet and the respective cues will be caught as per his conversation.
If the Sales rep(host) adds another Sales rep with the same domain from a different org—???
If the Sales rep(host) adds another Sales rep with the same domain from the same org–???
Bot is not able to join if user join the meet now functionality and task is also not created