This article walks through:
Inbox (folder icon in the top right of screen) allows agents and users to view comments associated with calls.
Agents receive an alert if they have access to log into Observe.AI.
Agents can see comments left on their calls in Inbox while Supervisors, QA Analysts, and Admins can see comments they themselves have left on calls.
Inbox functionality allows for the fast delivery of feedback to agents. Providing immediate coaching opportunities is known to promote performance improvement
Additional data and functionalities under Inbox Tab include:
- Commenter Name: Name of the user who left a comment
- Agent Name: Name of the agent who had a comment left on their interaction
- Date: Timestamp of when comment left
- View: Link to interaction and point in transcription where comment left