System usage (Manager)¶
Employee profile view and creation¶
To add a new company employee, go to the page «Staff». Here you can see all added employees. Click the buttons to view personal analytics in the following sections: Quality of service, Efficiency and Text analytics (picture 3).
Picture 3. Staff.
To create a new employee account, click «Add user». In the pop-up window enter email, name, his/her position and id in your company’s system. Enter a new position or select an existing one from the drop-down list. Click «Add and send invitation» (picture 4).
Picture 4. Creating an employee account.
The employee will receive an email with confirmation of registration and password to enter the personal account. To get started, employee must log in (see Log in).
For blocking the employee click «Block» opposite the name on the page Staff» (picture 3). After that, access to the service will be denied for this employee.
Supervising in real time¶
On the page «Online» you can connect to any workplace on the frontline. To start supervising customer service click Play (picture 5). Please note that an employee should start video and audio stream at the beginning of working day (see Desktop service).
Picture 5. Connection to workplace.
Information about dialogues¶
On the page «Dialogues» you can view list of all recorded dialogues with clients (picture 6). You can apply table sorting by beginning time, duration, employees and the integral customer satisfaction index. Also you can customize table using appropriate options (date, employee’s position or name) at the top of the page.
Picture 6. Dialogues.
Click «Details» to see more information about dialogue.
The section «Dialogue details» (picture 7) represents the following information: front manager, beginning time, duration of dialogue (and percentage of average dialog duration in company), gender and estimated age of client, integral satisfaction index, assessment of client’s mood (and it’s change), employee self-evaluation (carried out by PUSH-notifications).
Picture 7. Dialogue.
You can click on the corresponding button in order to exclude dialog from statistics. Dialogue will not be considered in your company’s reports.
The integral satisfaction index shows if customer service has met or exceeded expectations:
- less than 50 % – Completely does not meet expectations
- 50-70 % – Partly meets expectations
- 70-90 % – Completely meets expectations
- more than 90 % – Exceeds expectations
Video and text content of dialogue are presented on the right side of the page (picture 8). If you click on a certain word, you will see the moment when it was uttered on the video.
Picture 8. Video and text of the dialogue.
Detailed information about dialogue is presented in the following blocks: «Mimics and attention analytics» (picture 9), «Voice analytics» (picture 10) and «Speech analytics» (picture 11).
Mimics map in the block «Mimics and attention analytics» displays client’s emotional distribution for each 3-second interval of dialogue. Click on the time interval in order to watch the corresponding moment on the video of dialogue.
Pie chart shows client’s emotional distribution in whole dialogue. The client’s attention to dialogue is measured on one hundred-point scale. It is determined by angles of head and eye movement traces.
Picture 9. Mimics and attention.
The block «Voice analytics» provides information about speed of speech and share of silence from dialogue duration. Intonations distribution for whole dialogue is presented on the pie chart.
Intonations map shows client’s intonations with an accuracy of 15 seconds. Silence map shows presence and absence of speech for each 1-second interval. Click on the time interval in order to watch the corresponding moment in the video of dialogue.
Picture 10. Voice.
Use of the necessary, loyalty, alert, cross-selling and filler words and phrases is represented in the block «Speech analytics», in accordance with your company’s scripts (see Scripts management).
Picture 11. Speech.
On the page «Company scripts» you can see list of all phrases analyzed by the service (picture 12). By clicking on the buttons, you can delete phrases or add new phrases from the library (automatically generated accoding to the type of your company).
Picture 12. Company scripts.
To create a new phrase, click the button. Enter phrase text and type, determine allowed number of words between parts of phrase (if it comprises several words), note if you need to use synonyms (picture13).
If you choose parameter «Phrase employee», the system wouldn’t analyze use of this phrase by clients. This function is available for work with two microphones, see Desktop service.
Types of phrases:
- Necessary (Good day, Thank you, etc.);
- Loyalty (Nice to meet you, I’ll let you know, etc.);
- Alert (Shit, Not my problem, etc.);
- Cross (Discount, Credit card, etc.);
- Fillers (Um, Uh, Okay, etc.).
Click «Submit» to save changes.
Picture 13. Phrase creation.
View analytical reports¶
In the «Analytics» tab you can set the required period and configure filters by employee type and name. Select parameters you need in the block «Filters» at the top of the page (picture 14).
Picture 14. Filters.
To select the type of report, use the navigation bar on the left side of the page.
1. Quality of service¶
The page includes the following indicators:
- total number of dialogues with clients
- average clients“ attention to the dialogue
- average integral satisfaction index
- average percentage of positive and negative clients“ emotions.
The list of top 10 employees by the integral client satisfaction index is presented at the right part of the page. To see scores of all employees, click «Details» (see 5. Rating).
The graph «Client satisfaction level» shows change of the average client satisfaction index for selected period (with an accuracy of 1 day). Changes of positive and negative emotions of clients are presented on the graph «Client emotions» (with an accuracy of 1 day).
The page includes the following indicators:
- number of dialogues
- average number of dialogues per company per 1 day
- average number of dialogues per employee per 1 day
- share of dialogues from working time
- share of maximum and minimum loads
- average/maximum/minimum dialogue duration
- average time between dialogues
On the right side of the page is the table «Employees efficiency» containing the following indicators (within an employee): working time, dialogue time, average load, number of dialogues and average dialogue duration.
The bar chart «Popular times» shows average number of dialogues for the selected period which were active during the time interval (with an accuracy of 1 hour).
The bar chart «Clients work load» shows ratio of number of dialogues which were active during the time interval to number of active sessions for selected period (with an accuracy of 1 hour). The graph representing the integral client satisfaction index movement for selected period is imposed on the bar chart.
To change a time scale on charts «Popular times» and «Clients work load», use zoom button at the right part of the chart (1H - with an accuracy of 1 hour, 1D - with an accuracy of day of the week).
3. Text analytics¶
The page includes the following indicators:
- percentage of dialogues in which at least one phrase of each type was pronounced by employees (Necessary/ Loyalty/ Alert/ Cross/ Fillers)
- percentage of dialogues in which at least one phrase of each type was pronounced by clients (Loyalty/ Alert)
Shares of dialogues in which phrases of different types were pronounced by employees are presented on the chart «Types of phrases in dialogues».
See details about types of phrases and creation of new phrases for your company’s scripts analysis on the page Scripts management.
The table «Phrases usage in dialogues» contains detailed information about use of each phrase from your company’s script. You can apply table sorting by type of phrase and share of dialogues in which it was pronounced at least once. Each line of the table indicates leader among company’s employees by the frequency of use.
Visual distribution of use of phrases in dialogues (by column Share of dialogues) is presented at the block «Most frequent phrases».
At the bottom of the page are ratings of employees by use of cross-selling and prohibited phrases.
4. Customer profile¶
On this page the following indicators are presented:
- total number of customers
- number of men and women among customers
- average age of men and women among customers
The chart (picture 21) shows distribution of customers by 4 age groups.
Picture 21. Customer profile.
The report «Rating» is presented as table with names of employees and numbers of dialogues (picture 22). Employees are rated by the integral customer satisfaction index.
Picture 22. Rating.
Detailed reports on each employee of your company are available on the page «Staff» (see Employee profile view and creation).
Account information and password change¶
On the page «Your account information» you can change user name and upload profile picture from your PC. To save changes, click «Save» (picture 23).
In order to change password, enter your current password, then new password and confirmation. Click «Change Password» to save changes.
Picture 23. Account.
Company details and billing¶
On this page general information about your company is presented. Also, here is amount of paid hours and amount of service hours during the last week (picture 24).
Picture 24. Company details.
Below is list of 100 last sessions started by employees of your company and payments history (picture 25). Please, write us by firstname.lastname@example.org if the amount and/or the status of your payments are incorrect. We will deal with the problem as soon as possible.
Picture 25. Service information.