Reviewing Call Results

Call Statuses

• Pass (Green): Met all or most criteria. Generally no action needed.
• Review (Amber): Has uncertainties. Supervisor should manually verify.
• Fail (Red): Did not meet standards. Review with the agent and provide coaching.

Viewing Call Details

1. Go to the History page
2. Click any call to open details

Supervisors see: full transcription, analysis with pass/fail for each criterion, summary, and action buttons.

Agents see: summary text only (no transcripts).

Supervisor Actions

Evaluate

Available for calls that are unevaluated or have failed:

1. Open the call or select it from the list
2. Click Evaluate
3. Wait 2-5 minutes for results

Delete

For test calls, duplicates, or calls that shouldn't have been evaluated:

1. Select call(s) using checkboxes
2. Click Delete and confirm

Deletion is permanent.

For Agents

Review each evaluation in History:

• Understand which criteria were met or missed
• Note patterns in your performance
• Talk to your supervisor if feedback is unclear

Coaching Tips (Supervisors)

• Be specific: reference actual calls and transcriptions, not vague statements
• Focus on behaviors, not character judgments
• Set clear, measurable goals ("Focus on asking all qualifying questions this week")
• If an agent disputes an evaluation, review the transcription together and clarify the criterion if needed