Overview: Interaction coaching tab
(Edify App)

Edify App > Queue > Interactions > Overview: Interaction coaching tab (Edify App)

This article provides an overview of the interaction coaching tab in Edify App.

In this article

Overview

In Edify App, you can click the coaching tab while viewing a completed interaction to access the coaching workspace.

The coaching workspace is where you can:

  • View interaction metrics like:

      • Wait time

      • Hold time

      • Time interacting

      • And more

  • Listen to the recording of the call (for voice interactions)

  • Review the history of the interaction (including any messages or transcribed voice between the customer and queue user) in the interaction feed

  • Fill out scorecards for the queue user who handled the interaction. See Overview: Scorecards (Edify Console).

Continue reading this article for breakdowns of each of the sections of the coaching workspace on a completed interaction.

Visual breakdown

  • Call recording (A): The call recording area allows you to listen to, download, or mute/unmute a recorded conversation.

Note: If a recording is unavailable this area will display a “No Call Recording Available” message.

  • Metrics tab (B): 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. Learn more here.

  • Feed tab (C): The Feed tab displays the communication between the queue user and the customer, and events that occurred throughout the interaction. These events include things like when the interaction was answered, muted, hung up, and more. Learn more here.

  • Scorecard tab (D): The Scorecard tab allows you to search for and review completed scorecards and complete a new scorecard. Learn more here.

  • Coaching panel (E): 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. Learn more here.

Metrics tab

You can view performance metrics and satisfaction scores for interactions in the Metrics tab. This data is grouped into the following categories:

  • Metrics

  • Scores

Continue reading the subsections below to learn more about metrics and scores.

Metrics

The Metrics section displays statistics pertaining to service level agreement goals. Edify automatically collects this data during the course of the interaction. When the interaction is completed, the data populates in this section.

Wait Time (A): The Wait Time metric displays how long the customer waited in the queue until being connected to an available queue user.

Hold Time (B): 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 queue user manually places the customer on hold or the system automatically places the customer on hold when the queue user initiates an attended transfer. If the interaction was never placed on hold while in connected status, this metric displays a dash.

Time Interacting (C): The Time Interacting metric displays how long the customer and queue user were actively connected before the interaction is completed.

Conversation Percentage (D): The conversation percentage metric shows how the conversation was split between the queue user and the customer.

Silence Percentage (E): The silence percentage metric displays the percentage of the call where there was no communication between the queue user and customer.

Silence Time (F): The silence time metric shows the total amount of time that there was no communication between the queue user and customer.

Wrap Up Time (G): The Wrap Up Time metric displays how long the interaction spent in Wrap Up status. During this time, the assigned queue 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’.

Handle Time (H): 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.

Number of Transfers (I): 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.

Sentiment Timeline (J): The Sentiment Timeline metric shows the emotional sentiment of the customer, the queue user, or both throughout the interaction. Edify calculates the sentiment by analyzing the transcription data for words and phrases that indicate emotional levels. To enable this feature, create a workflow with a Calculate Sentiment module.

Scores section

The statistics reported within the Scores section pertain to customer and queue user satisfaction.

The data in the Scores section are collected through workflows that calculate various satisfaction and sentiment metrics (each of which is described in the visual breakdown below). To collect any of the data described in this section, you need to first configure a workflow to collect customer satisfaction data, calculate sentiment, and update the interaction with the collected data.

Continue reading this section to learn more about each of the scores.

Customer Satisfaction Score (A): The Customer Satisfaction Score is a number that represents the feelings of the customer on how the interaction went. When present, this is a number between 1 (low satisfaction and 5 (high satisfaction).

Customer Satisfaction Comment (B): The Customer Satisfaction Comment is a text comment left by the customer to describe their feelings about how the interaction went.

Overall Sentiment (C): The Overall Sentiment shows the calculated sentiment of the interaction based on social cues from the conversation between the queue user and the customer. This value can be “Positive”, “Negative”, “Mixed”, or “Neutral.”

Customer Sentiment (D): The Customer Sentiment shows the calculated sentiment of how the customer communicated during the interaction. This value can be “Positive”, “Negative”, “Mixed”, or “Neutral.”

User Sentiment (E): The User Sentiment shows the calculated sentiment of how the queue user communicated during the interaction. This value can be “Positive”, “Negative”, “Mixed”, or “Neutral.”

User Reported Sentiment (F): 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 queue 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.

Feed tab

The Feed tab allows you to view the communication between the queue user and the customer, and events that occurred throughout the interaction.

Message exchange (A): The message exchange between the queue user and the customer displays with a black background.

Interaction event (B): Interaction events include accepting the interaction, placing the customer on hold, muting/unmuting the conversation, transferring the customer, and ending the interaction. Interaction events are displayed similarly to private messages. They both have a gray background and display the private icon. Each event displays the name of the user who initiated the event and a statement of what event occurred.

Private message (C): Private messages posted in the Chat Transcription tab, like interaction events, display the timestamp, name of the user who posted the message, and the message itself. These messages have a gray background and display the private icon. Private messages cannot be viewed by the customer, but can be seen by any queue user with access to the interaction coaching tab.


Scorecard tab

The Scorecard tab is where you can create new scorecards, and review previously completed scorecards, for the currently selected interaction. You can create new scorecards if you have coaching permissions enabled for your user.

  • Scorecard menu (A): 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.

  • Add scorecard (B): Once you’ve selected a scorecard in the scorecard menu, the add scorecard button allows you to open a blank scorecard to fill out.

  • Search field (C): The Search field allows you to search for a specific completed scorecard for the selected interaction.

  • Completed scorecards list (D): The completed scorecards list displays all scorecards completed for this interaction. The list results include any scorecard that you or any other queue user filled out for coaching this interaction.

Coaching panel

The coaching panel is where you can toggle “coaching mode” on and off. Coaching mode allows you to make comments on the audio recording, transcript, and messages sent during the interaction. You can also review and resolve comments (positive, neutral, negative, and mixed) posted to the interaction. Learn more about coaching here.

Note: Coaching permissions must be enabled by your Edify admin to leave coaching comments on the interaction.

Start New Coaching (A): The Start New Coaching button is where you turn coaching on and off. When the button is gray, active coaching is turned off, and when the button is blue, active coaching is turned on. While actively coaching, you can leave comments on both the audio recording, transcript or messages sent during the interaction.

Phone tab (B): 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 white 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.

Messages tab (C): The messages tab is where comments regarding the chat and SMS exchange for the interaction are located. If there are any unresolved comments for the interaction’s messaging exchange, a white 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.

Comments list (D): 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.

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