Shilo's reasoning provides transparency in call ratings, helping agents understand why their calls are rated in a certain way and how they can improve.
Understanding Shilo's Reasoning
Accessing Agent Coaching:
On the left, go to Calls and select a call to review.
The agent coaching data is available for each call.
Reviewing Call Data:
Call Rating: Hover over the rating to see the model used and Shilo's reasoning.
Call Summary: A brief overview of the call, including key outcomes and general information.
Keywords Mentioned: Quickly identify which keywords were used and where in the conversation.
Transcript: Read or listen to the entire call.
Action Items: Commitments made by the agent during the call, serving as reminders for follow-up actions.
Agent Coaching: This is where the agent can see the Top Moments of the call and Top Possible Improvements.
Analyzing Agent Coaching:
Top Moments: Identify what the agent did well during the call.
Top Possible Improvements: Specific feedback on areas for improvement to enhance future performance.
Note: Shilo's agent coaching offers comprehensive feedback, enabling agents to learn from each call and continuously improve their performance.