Day in the Life Using Observe.AI

Using Observe.AI to help provide even better results

• Let’s take you from the beginning of your shift
• Through the harried parts of what we know you’re going through
• To delivering quality coaching to your team

Admin/Manager

• Pre Shift 
• Looking at the Scorecard tab and analyzing historical data
• Mid Shift 
• Dive into the Analyze tab and spot check some feedback from what your agents have given you from their calls. If necessary, utilize this data to create Moments
• End of Day
• Review the Leaderboard tab and check how your agents have been performing against specific Moments

QA Analyst

• Pre Shift 
• Reviewing the Calls List tab and filtering the calls by any specific moments that the QA manager has asked to review.
• Mid Shift 
• Dive into the Call Details tab and perform evaluations for agents.
• End of Day
• In the Evaluations tab, review the evaluations performed that day

Supervisor

• Pre Shift 
• Looking at the Leaderboard to see how your agents are performing
• Mid Shift 
• Dive into the Evaluations tab and review some of the most recent evaluations for your agents.
• End of Day
• In the Beta tab, document a coaching session from the most recent evaluations on your agent.

Agent

• Pre Shift 
• Review the Inbox to see if there have been any comments made on calls. Dive into the Calls tab to see which calls the comments came on, and why.
• Mid Shift 
• Take and receive calls.
• End of Day
• In the Scorecard tab, review how you are performing against moments and where you can improve the following day.