Overview: Interaction coaching tab
This article provides an overview of the interaction coaching tab in Edify App.
In this article
The coaching tab automatically populates at the top of the tabs panel when an interaction is completed. The coaching tab is only available when reviewing a completed interaction. The coaching tab is where users with the appropriate permissions can access important information about the interaction, like the call recording and interaction-specific metrics, and the coaching tools for commenting directly on the interaction.
More specifically, the coaching tab gives you access to these important areas of a completed interaction: Metrics tab, Chat transcription tab, Scorecard tab, and the coaching sidebar. Toggle between these areas of the coaching tab to learn more about the effectiveness of the interaction and to provide feedback on the interaction.
A. Call recording: For completed voice interactions that include a recorded phone call, the call recording area is where you can any of the following (from left to right): download a copy of the audio file, listen to the conversation recording, mute or unmute the sound of the call recording file, and review the length of the recording. When reviewing messaging interactions or voice interactions that don’t include a recorded call, this area displays a “No Call Recording Available” message.
B. Metrics tab: The Metrics tab displays two subsets of data, Scores and Metrics. The Scores section relates to the customer satisfaction ratings whereas the Metrics section relates to quantifiable statistics for the selected interaction. This tab is always available in completed interactions. Refer to the Metrics tab section of this article for detailed descriptions of the statistics displayed here.
C. Chat Transcription tab: The Chat Transcription tab displays the messaging exchange and events of the interaction once it’s delivered to the first agent. These events include things like when the interaction was answered, muted, hung up, and more (this is also viewable through the feed tab). For more information on this tab, refer to the Chat Transcription tab section of this article.
D. Scorecard tab: The Scorecard tab allows you to search for and review previously completed scorecards as well as complete a new scorecard. This tab is always available in completed interactions. Refer to the Scorecard tab section below for more information about this tab.
E. Coaching panel: The coaching panel is where you toggle coaching capabilities on or off, add comments, and review unresolved coaching comments. This panel is always available in completed interactions and it’s accessible while you’re viewing any area within the coaching tab. Refer to the coaching panel section below for more information about this area.
The Metrics tab within the coaching tab workspace is where you can review the performance metrics and satisfaction scores for this interaction. This data is grouped into two categories, either ‘Metrics’ or ‘Scores’. Refer to the labeled images below for more information on the statistics housed within the Metrics tab.
The statistics reported within the Scores section pertain to customer and user satisfaction.
A. Customer Satisfaction Score: The Customer Satisfaction Score data is collected through a workflow that’s configured to update the interaction once this data is collected. For a score to display here, you must first configure a workflow that both collects the customer’s satisfaction survey answers and also updates the interaction with that collected score. Without a workflow configured, this area displays a ‘0’ because the data is not connected and sent back to the interaction.
B. Overall Sentiment: The Overall Sentiment data is collected through a workflow that’s configured to update the interaction once this data is collected. This metric displays the score for the collected tone, or sentiment, of the interaction across both the queue user and the customer. If you don’t have a workflow configured to process this data and update the interaction with it, this metric is displayed a dash because the data isn’t currently being collected.
C. User Reported Sentiment: The User Reported Sentiment data is collected from the assigned queue user at the conclusion of an interaction through an on screen prompt; if the queue is configured to collect this data. After completing the interaction, a prompt populates on the screen and asks the user to rate how they feel the interaction went on a scale of 1 to 5. Their answer is collected and presented here. If you don’t have a workflow configured to update this interaction metric, this area displays five empty (black) stars because the data hasn’t been collected and reported back to the interaction.
D. Customer Satisfaction Comment: The Customer Satisfaction Comment data, like the satisfaction score, is pulled into the selected interaction from a workflow process. You must first configure a workflow to collect this feedback from the customer; the feedback results are sent through the workflow to update the interaction data displayed here. If you don’t have a workflow configured to collect and update this data, this area displays a blank comment field because the data hasn’t been connected and reported back to the interaction.
E. Customer Sentiment: The Customer Sentiment data is collected through a workflow that’s configured to collect and update the interaction with this data. The data that this workflow collects is focused on the tone of the interaction based solely on the customer’s perspective of the interaction. If you don’t have a workflow configured to process and report back this data, this metric displays a dash because the requested information is not collected and sent back to the interaction.
The statistics reported within the Metrics section reflect data pertaining to service level agreement goals. Unlike the Scores section of the Metrics tab, the metrics reported here don’t require additional workflows to collect and report back this data to update the interaction. This data is automatically collected and populated here once the interaction is complete.
A. Wait Time: The Wait Time metric displays how long the customer waited in the queue until being connected to an available queue user.
B. Time Interacting: The Time Interacting metric displays how long the customer and queue user were actively connected before the interaction is completed.
C. Wrap Up Time: The Wrap Up Time metric displays how long the interaction spent in Wrap Up status. During this time, the assigned user completes post-interaction tasks, like selecting an option from the interaction type menu, selecting an option from the end result menu, and inputting any additional comments about the interaction in the Notes field. If the queue user’s settings are configured to automatically close an interaction on hang up, this area displays a dash indicating that the interaction never entered ‘Wrap Up’ status and instead went straight to ‘Completed’.
D. Handle Time: The Handle Time metric displays the sum of Time Interacting and Wrap Up Time. This is the total time spent managing this interaction from the time it was connected to a queue user and until the time the interaction was completed.
E. Hold Time: The Hold Time metric displays the total time the customer was placed on hold while the interaction was in connected status. The customer can be placed on hold in two ways - either the assigned user manually placing the customer on hold or the system automatically places the customer on hold when the user initiates an attended transfer. If the interaction was never placed on hold while in connected status, this metric displays a dash.
F. Number of Transfers: The Number of Transfers metric displays how many times the interaction was transferred from the time it was first accepted and up until the interaction was completed. If only one queue user managed the interaction from start to end, this metric displays a dash to indicate that the interaction was never transferred.
Chat transcription tab
The Chat Transcription tab of the coaching tab is where you can review any messaging exchange, be it with the customer or private messages kept for internal communication purposes. This is also where you can review interaction events like what time you accepted the interaction, when the customer was placed on hold, when the interaction was transferred and more.
A. Interaction event: Interaction events are displayed similarly to private messages in that they are both outlined by a yellow box and display the private message icon. Each event displays the photo of the user who initiated the event and a statement of what event occurred. Interaction events that are posted here include when the interaction is accepted, muted and/or unmuted, placed on and removed from hold, transferred and more.
B. Message exchange: The message exchange between the queue user and the customer displays the message in either a blue (queue user) or gray (customer) bubble, the time stamp for each message, and the sender’s photo. These messages are not outlined in a yellow box.
C. Private message: Private messages posted in the Chat Transcription tab, like interaction events, display the timestamp, photo of the user who posted the message, and the message itself. These messages are outlined in a yellow box and can contain any messaging or comment that the poster wanted to record for the interaction.
The Scorecard tab within the coaching tab workspace is where you can review scorecards previously completed for the selected, completed interaction. You can also complete a new scorecard for the selected interaction from this area, if your user has the correct coaching permissions enabled.
A. Scorecard menu: The scorecard menu is where you can select which scorecard you want to complete for evaluating how well this interaction was managed. The options in this menu depend on the scorecard(s) configured to the queue. Your queue can have zero, one, or several scorecards available for you to use for evaluating the interaction. Your Edify admin must configure a published scorecard(s) to the queue before the scorecard populates in this menu.
B. Add scorecard button: Once you’ve selected a scorecard in the scorecard menu, the add scorecard button allows you to open a blank scorecard to fill out.
C. Search field: The Search field allows you to search for a specific completed scorecard, completed for the selected interaction.
D. Completed scorecards list: The completed scorecards list displays all scorecards completed for this interaction. The list results include any scorecard that you or any other user filled out for coaching this interaction.
The coaching panel is where you can toggle “coaching mode” on and off as well as review and resolve comments (positive, neutral, negative, and mixed) posted to the interaction.
You can coach on both messaging exchanges and call recordings in a single interaction, if both are available. Comments are organized by communication type. So, all comments made on audio recordings are organized within the phone tab and all comments made for the chat/SMS exchange are organized within the message bubbles tab. To leave coaching comments on the interaction, ensure that you have coaching permissions enabled for your user by your Edify admin.
A. Coaching whistle: The coaching whistle button is where you turn coaching on and off. When the whistle is gray, active coaching is turned off, and when the whistle is blue, active coaching is turned on. While actively coaching, you can leave comments on both the audio recording and/or transcript.
B. Phone tab: The phone tab is where comments regarding the audio recording for the interaction are located. If there are unresolved comments for the audio recording, a yellow badge with the number of open comments appears on this tab. Click this tab to review any active, unresolved comments for the interaction’s audio recording.
C. Comments list: The comments list displays all resolved and unresolved comments for each of the communication types. Comments are grouped based on where the comment is marked, either on the audio recording or the chat transcript. This list includes all comments that have been made by all reviewers.
D. Messages tab: The messages tab is where comments regarding the chat or SMS exchange for the interaction are located. If there are any unresolved comments for the interaction’s messaging exchange, a yellow badge with the number of open comments appears in this tab. Click this tab to review any active, unresolved comments for the interaction’s messaging exchange.