How to Evaluate Calls using the Calls Tab

Step 1: Open up the Dashboard

Log into the Observe.AI Dashboard using the URL that has been provided:

https://app.observe.ai/

Step 2: Navigate to the Calls Tab

Using the top toolbar, click on ‘Calls’ to navigate to the calls tab.

Step 3: Leveraging View Options

Select the desired team view and date range. This selection will narrow down the calls you wish to focus on.

Please note this will provide the total number of calls for that specific team within that

specific date range.

Step 4: Leveraging Filter Options

On the left panel you will see ‘Filter’ options which are filters provided via Moments and your Metadata.

Note: The metadata filters on the calls tab are generated by the associated metadata for calls being brought in to Observe.AI and are not customizable from within the platform.

Selecting specific filters will allow you to manipulate the data presented on the main panel of the calls tab.

For example, you could select the ‘Call Direction’ filter of Inbound to focus on inbound calls for the selected team and date range.

Step 5: Understanding Layout of Calls Tab

The calls tab displays the following in the center panel:

Step 6: Selecting Call to Evaluate

After clicking ‘View’ under Actions column, you will be taken to the Advanced Audio Player.

Here you will see Moments found across the audio bar where they are present and also on the left-hand pane. The transcription is found on the right-hand pane.

Feel free to download the below PDF for your own documentation.