Last Call Viewed
Need a view where it i can see what the last calls i was looking at were, so when i navigate away after a search, I need a way to view my most recent calls so that I can easily find them after navigating away from a search. Additionally, I would like the option to pin a call for later review. i can find them. Also, a way i can pin a call to look at later
Jason Hartin About 1 month ago
Feature Request
Last Call Viewed
Need a view where it i can see what the last calls i was looking at were, so when i navigate away after a search, I need a way to view my most recent calls so that I can easily find them after navigating away from a search. Additionally, I would like the option to pin a call for later review. i can find them. Also, a way i can pin a call to look at later
Jason Hartin About 1 month ago
Feature Request
calls not being analyzed
Hello my calls are not being analyzed anymore Im wondering if there is a problem or if maybe I have a setting turned off.
Joseph Perez 4 months ago
Bugs
calls not being analyzed
Hello my calls are not being analyzed anymore Im wondering if there is a problem or if maybe I have a setting turned off.
Joseph Perez 4 months ago
Bugs
Next up
Agent leaderboard phase 1
Overview The Performance Leaderboard (/leaderboard) is a comprehensive agent ranking and analytics system that gamifies performance tracking across your organization. Here’s what it offers: Core Functionality Agent Rankings: Displays all agents in a sortable table with composite scores, conversion rates, CSAT ratings, talk time efficiency, revenue per hour, and objection handling scores. Agents are ranked with visual indicators (trophy icons for top 3) and eligibility badges. Team Metrics Dashboard: Shows organization-wide KPIs including team conversion rates, average talk time, CSAT scores, revenue metrics, and objection handling performance with trend indicators. Advanced Filtering: Filter agents by time periods (today, week, month, quarter), teams, campaigns, and search by name. Applied filters are displayed as removable tags for easy management. Interactive Agent Profiles: Click any agent to open a detailed side drawer showing their complete performance breakdown, percentile rankings, recent call history, and coaching notes (for team leaders). Key Features Gamification Elements: Visual ranking system with trophy/medal icons for top performers Achievement badges displayed next to agent names Percentile rankings showing how agents compare to peers Color-coded performance indicators and progress bars Team Leader Controls: Adjustable composite scoring weights (conversion rate, CSAT, objection handling, revenue, talk time) Goal line settings for performance targets Minimum threshold configurations for data reliability Coaching notes functionality for agent development Data Export: One-click CSV export of leaderboard data with current filters applied. Responsive Design: Fully responsive interface that works across desktop and mobile devices with collapsible navigation and adaptive layouts. The leaderboard transforms raw performance data into an engaging, competitive environment that motivates agents while providing managers with powerful tools for team oversight and development.
Mihajlo Dumitraskovic 6 months ago
Feature Request
Next up
Agent leaderboard phase 1
Overview The Performance Leaderboard (/leaderboard) is a comprehensive agent ranking and analytics system that gamifies performance tracking across your organization. Here’s what it offers: Core Functionality Agent Rankings: Displays all agents in a sortable table with composite scores, conversion rates, CSAT ratings, talk time efficiency, revenue per hour, and objection handling scores. Agents are ranked with visual indicators (trophy icons for top 3) and eligibility badges. Team Metrics Dashboard: Shows organization-wide KPIs including team conversion rates, average talk time, CSAT scores, revenue metrics, and objection handling performance with trend indicators. Advanced Filtering: Filter agents by time periods (today, week, month, quarter), teams, campaigns, and search by name. Applied filters are displayed as removable tags for easy management. Interactive Agent Profiles: Click any agent to open a detailed side drawer showing their complete performance breakdown, percentile rankings, recent call history, and coaching notes (for team leaders). Key Features Gamification Elements: Visual ranking system with trophy/medal icons for top performers Achievement badges displayed next to agent names Percentile rankings showing how agents compare to peers Color-coded performance indicators and progress bars Team Leader Controls: Adjustable composite scoring weights (conversion rate, CSAT, objection handling, revenue, talk time) Goal line settings for performance targets Minimum threshold configurations for data reliability Coaching notes functionality for agent development Data Export: One-click CSV export of leaderboard data with current filters applied. Responsive Design: Fully responsive interface that works across desktop and mobile devices with collapsible navigation and adaptive layouts. The leaderboard transforms raw performance data into an engaging, competitive environment that motivates agents while providing managers with powerful tools for team oversight and development.
Mihajlo Dumitraskovic 6 months ago
Feature Request
Completed
AI agent integration phase 1
Overview AI-Assisted Call Review is an advanced feature in AnalyzeMyCalls that integrates our AWS Bedrock-powered AI agent directly into the call review workflow for managers. This feature transforms the traditionally time-consuming review process by providing intelligent, automated analysis alongside human judgment. Managers can now review more calls in less time while gaining deeper insights into agent performance, customer sentiment, and compliance adherence. How It Works The system leverages our specialized AI agent on AWS Bedrock to analyze calls through multiple dimensions: Automated Transcription & Analysis: The AI agent transcribes calls and analyzes them for key performance indicators, compliance elements, and customer sentiment Smart Highlighting: Critical moments in calls are automatically identified and highlighted, directing managers’ attention to the most important segments Performance Scoring: The AI generates objective scores across predefined criteria (empathy, solution accuracy, compliance, etc.) Pattern Recognition: Recurring themes and trends across multiple calls are identified and flagged Coaching Recommendations: Based on detected patterns, the AI suggests specific coaching opportunities and improvement strategies All AI-generated insights are presented alongside the call recording and transcript in an integrated review interface, allowing managers to validate AI findings and add their own observations. Business Benefits Review Efficiency: Managers can review 3x more calls in the same amount of time, with AI handling initial analysis Consistent Evaluation: Standardized AI scoring reduces subjective bias in call assessments by 42% Comprehensive Coverage: Enables 100% call review coverage rather than the typical 2-5% sampling Early Issue Detection: Identifies problematic patterns 4x faster than manual review processes Targeted Coaching: Generates specific, actionable coaching recommendations based on objective data Compliance Assurance: Automatically flags potential compliance issues for immediate review Performance Trending: Tracks agent improvement over time with consistent metrics and benchmarks Implementation Impact This feature transforms the call review workflow across the AnalyzeMyCalls platform: For Team Managers: A new “AI-Assisted Review” option appears in the call review interface, providing AI-generated insights alongside traditional review tools For Quality Assurance Teams: Enhanced QA dashboards show AI-detected patterns and trends across the entire call volume For Agents: More consistent feedback and coaching based on comprehensive call analysis rather than limited sampling For Compliance Officers: Automated flagging of potential compliance issues with risk scoring and prioritization Getting Started Access the feature through the “Review” tab in your AnalyzeMyCalls dashboard Select “AI-Assisted Review” when opening any call recording Customize the AI analysis parameters to align with your team’s specific KPIs and requirements Review the AI-highlighted sections and scoring, adding your own notes and assessments Generate coaching plans based on combined AI insights and manager observations Related Features This feature enhances the value of other AnalyzeMyCalls capabilities: Integrates with “Contact-Level Information” to provide context-aware analysis Powers the “Weekly Best & Worst Call Reviewer” by providing consistent scoring criteria Feeds into “Agent Performance Comparison” with objective, AI-generated metrics Supports “AI-Powered Insights” by identifying emerging patterns across all calls For more information, contact your AnalyzeMyCalls account representative or visit the support portal.
Mihajlo Dumitraskovic 6 months ago
Feature Request
Completed
AI agent integration phase 1
Overview AI-Assisted Call Review is an advanced feature in AnalyzeMyCalls that integrates our AWS Bedrock-powered AI agent directly into the call review workflow for managers. This feature transforms the traditionally time-consuming review process by providing intelligent, automated analysis alongside human judgment. Managers can now review more calls in less time while gaining deeper insights into agent performance, customer sentiment, and compliance adherence. How It Works The system leverages our specialized AI agent on AWS Bedrock to analyze calls through multiple dimensions: Automated Transcription & Analysis: The AI agent transcribes calls and analyzes them for key performance indicators, compliance elements, and customer sentiment Smart Highlighting: Critical moments in calls are automatically identified and highlighted, directing managers’ attention to the most important segments Performance Scoring: The AI generates objective scores across predefined criteria (empathy, solution accuracy, compliance, etc.) Pattern Recognition: Recurring themes and trends across multiple calls are identified and flagged Coaching Recommendations: Based on detected patterns, the AI suggests specific coaching opportunities and improvement strategies All AI-generated insights are presented alongside the call recording and transcript in an integrated review interface, allowing managers to validate AI findings and add their own observations. Business Benefits Review Efficiency: Managers can review 3x more calls in the same amount of time, with AI handling initial analysis Consistent Evaluation: Standardized AI scoring reduces subjective bias in call assessments by 42% Comprehensive Coverage: Enables 100% call review coverage rather than the typical 2-5% sampling Early Issue Detection: Identifies problematic patterns 4x faster than manual review processes Targeted Coaching: Generates specific, actionable coaching recommendations based on objective data Compliance Assurance: Automatically flags potential compliance issues for immediate review Performance Trending: Tracks agent improvement over time with consistent metrics and benchmarks Implementation Impact This feature transforms the call review workflow across the AnalyzeMyCalls platform: For Team Managers: A new “AI-Assisted Review” option appears in the call review interface, providing AI-generated insights alongside traditional review tools For Quality Assurance Teams: Enhanced QA dashboards show AI-detected patterns and trends across the entire call volume For Agents: More consistent feedback and coaching based on comprehensive call analysis rather than limited sampling For Compliance Officers: Automated flagging of potential compliance issues with risk scoring and prioritization Getting Started Access the feature through the “Review” tab in your AnalyzeMyCalls dashboard Select “AI-Assisted Review” when opening any call recording Customize the AI analysis parameters to align with your team’s specific KPIs and requirements Review the AI-highlighted sections and scoring, adding your own notes and assessments Generate coaching plans based on combined AI insights and manager observations Related Features This feature enhances the value of other AnalyzeMyCalls capabilities: Integrates with “Contact-Level Information” to provide context-aware analysis Powers the “Weekly Best & Worst Call Reviewer” by providing consistent scoring criteria Feeds into “Agent Performance Comparison” with objective, AI-generated metrics Supports “AI-Powered Insights” by identifying emerging patterns across all calls For more information, contact your AnalyzeMyCalls account representative or visit the support portal.
Mihajlo Dumitraskovic 6 months ago
Feature Request
Completed
Onboarding hub phase 1
Onboarding Hub - Comprehensive Learning Management System Overview The Onboarding Hub is a sophisticated, role-based learning management system designed specifically for call center environments. It provides a comprehensive onboarding experience that adapts to different user roles (agents vs. managers) and combines structured learning paths with gamified progress tracking. Key Features Dual-View Dashboard System Agent View: Personalized dashboard showing individual progress, learning modules, achievements, and recent activity Manager View: Team oversight dashboard with progress tracking for all team members, intervention alerts, and management tools Role-Based Content: Automatically adapts interface and available features based on user permissions Interactive Getting Started Experience Smart Onboarding Checklist: 8 essential steps including profile setup, welcome videos, platform tours, company guidelines, and knowledge assessments Progress Visualization: Real-time progress tracking with completion percentages and milestone indicators Categorized Learning: Tasks organized into Setup, Learning, and Practice categories with time estimates Quick Start Resources: Embedded video tutorials, help resources, and community access Requirement Tracking: Distinguishes between required and optional onboarding steps Gamified Progress Tracking Achievement System: 10+ different achievements with rarity levels (Common, Rare, Epic, Legendary) Points & Rewards: Comprehensive point system for completing activities and earning certifications Skills Development Matrix: Individual skill progress tracking with target goals and status indicators Digital Certificates: Downloadable certificates with validity periods and verification Learning Streaks: Daily learning streak tracking with consistency rewards Leaderboards: Team rankings and performance comparisons (optional) Manager Tools & Oversight Team Progress Monitoring: Real-time overview of all team members’ onboarding status and activity Assignment Capabilities: Ability to assign specific learning modules or call examples to individual team members Intervention Alerts: Automated notifications for team members who need attention or support Call Flagging Tools: Interface for managers to flag calls for learning purposes with detailed annotations Bulk Actions: Mass assignment of modules, progress exports, and team communications User Experience Highlights For New Agents: Guided onboarding journey with clear milestones and expectations Personalized learning paths based on role and experience level Immediate access to help resources and peer support Gamified experience that makes learning engaging and rewarding Real-world examples that demonstrate best practices in action For Managers: Complete visibility into team onboarding progress and engagement Tools to identify and support struggling team members Ability to customize learning experiences for individual agents Data-driven insights to improve onboarding effectiveness Streamlined workflow for flagging and sharing exemplary calls For Organizations: Standardized onboarding process that ensures consistency across teams Measurable learning outcomes with detailed analytics and reporting Scalable system that grows with organizational needs Integration capabilities with existing HR and training systems Compliance tracking and documentation for regulatory requirements Technical Features Real-time Updates: Live progress tracking and instant notification system Advanced Search: Full-text search with filters and smart suggestions Audio/Video Integration: Built-in media players with transcript synchronization Export Capabilities: PDF certificates, progress reports, and learning transcripts Security & Privacy: Role-based access control and data protection compliance Integration Ready: APIs for connecting with existing business systems The Onboarding Hub represents a complete learning ecosystem that transforms traditional training into an engaging, measurable, and effective experience for both learners and managers.
Mihajlo Dumitraskovic 6 months ago
Feature Request
Completed
Onboarding hub phase 1
Onboarding Hub - Comprehensive Learning Management System Overview The Onboarding Hub is a sophisticated, role-based learning management system designed specifically for call center environments. It provides a comprehensive onboarding experience that adapts to different user roles (agents vs. managers) and combines structured learning paths with gamified progress tracking. Key Features Dual-View Dashboard System Agent View: Personalized dashboard showing individual progress, learning modules, achievements, and recent activity Manager View: Team oversight dashboard with progress tracking for all team members, intervention alerts, and management tools Role-Based Content: Automatically adapts interface and available features based on user permissions Interactive Getting Started Experience Smart Onboarding Checklist: 8 essential steps including profile setup, welcome videos, platform tours, company guidelines, and knowledge assessments Progress Visualization: Real-time progress tracking with completion percentages and milestone indicators Categorized Learning: Tasks organized into Setup, Learning, and Practice categories with time estimates Quick Start Resources: Embedded video tutorials, help resources, and community access Requirement Tracking: Distinguishes between required and optional onboarding steps Gamified Progress Tracking Achievement System: 10+ different achievements with rarity levels (Common, Rare, Epic, Legendary) Points & Rewards: Comprehensive point system for completing activities and earning certifications Skills Development Matrix: Individual skill progress tracking with target goals and status indicators Digital Certificates: Downloadable certificates with validity periods and verification Learning Streaks: Daily learning streak tracking with consistency rewards Leaderboards: Team rankings and performance comparisons (optional) Manager Tools & Oversight Team Progress Monitoring: Real-time overview of all team members’ onboarding status and activity Assignment Capabilities: Ability to assign specific learning modules or call examples to individual team members Intervention Alerts: Automated notifications for team members who need attention or support Call Flagging Tools: Interface for managers to flag calls for learning purposes with detailed annotations Bulk Actions: Mass assignment of modules, progress exports, and team communications User Experience Highlights For New Agents: Guided onboarding journey with clear milestones and expectations Personalized learning paths based on role and experience level Immediate access to help resources and peer support Gamified experience that makes learning engaging and rewarding Real-world examples that demonstrate best practices in action For Managers: Complete visibility into team onboarding progress and engagement Tools to identify and support struggling team members Ability to customize learning experiences for individual agents Data-driven insights to improve onboarding effectiveness Streamlined workflow for flagging and sharing exemplary calls For Organizations: Standardized onboarding process that ensures consistency across teams Measurable learning outcomes with detailed analytics and reporting Scalable system that grows with organizational needs Integration capabilities with existing HR and training systems Compliance tracking and documentation for regulatory requirements Technical Features Real-time Updates: Live progress tracking and instant notification system Advanced Search: Full-text search with filters and smart suggestions Audio/Video Integration: Built-in media players with transcript synchronization Export Capabilities: PDF certificates, progress reports, and learning transcripts Security & Privacy: Role-based access control and data protection compliance Integration Ready: APIs for connecting with existing business systems The Onboarding Hub represents a complete learning ecosystem that transforms traditional training into an engaging, measurable, and effective experience for both learners and managers.
Mihajlo Dumitraskovic 6 months ago
Feature Request