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.