Coach an audio recording (Edify App)

Edify App > Queue > Interactions > Coach an audio recording (Edify App)

This article explains how to coach an audio recording in Edify App.

Steps

1. From the Home list, select a completed interaction to coach.

2. From the selected interaction, click on the coaching tab.

3. Navigate to the coaching panel.

4. Click the Start new coaching button to enable active coaching.

5. Navigate to the audio recording along the top of the interaction workspace.

6. Click and drag to highlight a section of the recording.

7. Confirm your selection.

8. Choose a sentiment from the Select Sentiment menu.

9. Select the applicable sentiment, either:

  • Positive

  • Neutral

  • Mixed

  • Negative

10. Click into the comments field.

11. Enter any comments you have regarding the selected recording segment.

12. Click the Save button.

13. Click the Start New Coaching button again to disable active coaching.