Knowledge Base

Getting Started

• Observe.AI Service Level Agreement
• Day in the Life Using Observe.AI
• How to log into Observe. AI
• How to Reset Your Password
• How to add a New User to Observe.AI
• How to Remove A User From Observe.AI

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Admin Settings

• What are Roles?
• How to Create Teams and Assign Teams
• Adding and Managing Teams
• How to Activate and Deactivate Users
• How to Update Agent Information

Analyze Tab

• Analyze Tab Basics
• How to use the Analyze Tab
• What Information is Displayed on the 'Analyze' tab
• How to Use the Analyze Tab (PDF)
• Applying Filters to Results in the 'Analyze' Tab

Calls Tab

• Call Tab Basics
• How to Find a Call
• How to Play a Call
• How to Speed up the Call
• How to Download a Call
• How to Share Calls

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Coaching

• Team Dashboard
• How to prepare for and conduct Coaching Sessions
• How to use Observe.AI for Coaching Sessions
• Agent Performance Overview Dashboard.
• How to use the Observe.AI Agent Report Tab - Overview

Evaluations

• How to build and test QA Evaluation Forms
• Evaluations Tab Basics
• How To QA Evaluate and Leverage the Evaluations Tab

Leaderboard Tab

• Leaderboard Tab Basics
• How to use the Leaderboard
• How to Edit Columns Under Leaderboard
• How to Apply Filters to Leaderboard Results

Moments Tab

• Moments Tab Basics
• How to use Moments
• How do I Delete a Moment
• What Types of Moments are in Observe.AI
• Where Can Moments be Viewed in Observe.AI
• How do I Change or Add a Moment Category

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Omni-Channel

• New Omni-Channel UI Update

Scorecard Tab

• Scorecard Tab Basics
• How to Adjust the Date Range
• How to Select Filters
• Viewing Categories on the Scorecard
• How to Add Teams