This SOP provides a comprehensive guide for navigating Shilo.ai’s Agent Pages, viewing agent performance data, and analyzing individual call details. By following these steps, sales managers and admins can effectively evaluate an agent's performance, identify strengths, and pinpoint areas for improvement. Whether you're reviewing call summaries, lead sources, or sentiment trends, this process ensures accurate insights into agent productivity and impact.
Understanding Agent Performance
1. Navigating to Agent Pages
Navigate to Agent Pages
From the home page on the left side, click on the "Agents" section.
If you are a sales manager or have admin access, you can see all agents. Agents with agent-only access can only see their own data.
Select an Agent
Click on the card of the specific agent you want to view. For this example, we'll use Diana's card.
2. Viewing Agent Data
Overview of Data
When you first open an agent's page, you see an overview of their data for the last 30 days.
You can filter this data based on different time frames (e.g., last two weeks).
Call Summary
This section provides a summary of all calls made by the agent within the selected time frame.
The summary includes data points such as average call rating and call sentiment (negative, positive, and neutral).
Top Lead Sources
View the agent's top lead sources, which helps understand how well they are performing based on different lead sources provided by the team or their sphere of influence.
Average Call Rating and Sentiment
Visual graphs display the agent's average call rating and sentiment over the selected period.
This helps in identifying trends in performance and areas that may need improvement.
3. Filtering and Analyzing Calls
Filtering Calls
Use the filtering options at the top of the page to view specific types of calls or calls within a certain time frame.
Examples of filters include call ratings, sentiment, and specific lead sources.
Reviewing Individual Calls
Scroll through the list of calls made by the agent.
Click on any call to see detailed information about that call, including the call rating and transcript.
Analyzing Call Data
Review the detailed call data to understand how the agent performed during each call.
Pay attention to the call rating, keywords mentioned, and any feedback provided by Shilo.ai.