Review Your Performance and Interactions
Review and analyse your team's call recordings and chat interactions to understand performance patterns and identify coaching opportunities.
Team leads need to understand their agents' performance in detail. The Interactions section gives you tools to review conversations, identify coaching opportunities, and help your team improve their customer service skills.
What are Interactions? The Interactions section is your performance analysis hub, offering conversation review, quality assessment, coaching insights, and improvement tracking to help you develop your team's customer service excellence.
What You Can Achieve
Analyse interactions that drive performance improvement:
| Performance Review | Quality Assessment | Coaching Insights |
|---|---|---|
| Review conversation quality | Assess customer satisfaction | Identify coaching opportunities |
| Spot performance patterns | Track improvement trends | Develop targeted training |
| Learn from successful interactions | Monitor compliance standards | Drive continuous improvement |
Understanding the Interactions Interface
The Interactions section provides detailed insights into your team's customer communications across both voice calls and chat sessions. This helps you:
- Review conversation quality and customer satisfaction
- Identify patterns in customer enquiries
- Track performance metrics over time
- Learn from successful interactions
💡 Tip: Regular interaction reviews help you understand your team's strengths and identify specific areas where coaching can make the biggest impact.
Analysing Call Interactions
Monitor and analyse your team's voice call interactions with customers to understand their communication skills and identify improvement opportunities.
Recent Calls Performance
View your most recent call interactions with key performance indicators:
Why this matters: Understanding call performance patterns helps you identify which agents excel and which need additional support or training.
Call Analytics
Performance Metrics
Track call performance with these key indicators:
- Handle Time
- Agent Score
- Silent Time
Common Call Topics
Understanding the topics your team handles most frequently helps you prepare targeted training and coaching:
- Billing Enquiries
- Technical Support
- Account Management
- Product Information
- Complaints
💡 Pro Tip: Use topic analysis to identify which areas your team handles well and which might need additional training or support.
Call Quality Insights
Review detailed feedback on call handling:
- Strengths
- Areas for Improvement
- Coaching Recommendations
Why this matters: Specific feedback helps you provide targeted coaching that addresses each agent's unique needs and development areas.
Detailed Call View
Click on any call to access detailed analysis. The detailed view gives you a complete picture of each interaction:
- Full Transcript: Complete conversation text with timestamps
- Sentiment Analysis: Customer emotion tracking throughout the call
- Topic Detection: Automatically identified discussion points
- Quality Scorecard: Detailed evaluation against company standards
- Customer Feedback: Post-call survey responses (when available)
💡 Tip: Use the detailed view to understand the context behind performance scores and provide more meaningful coaching feedback.
Analysing Chat Interactions
Analyse your team's text-based customer interactions and support conversations to understand their written communication skills.
Recent Chats Performance
View your most recent chat interactions:
Why this matters: Chat interactions often require different skills than voice calls, and understanding these differences helps you provide appropriate coaching.
Performance Metrics
Monitor chat support effectiveness:
- Handle Time
- Response Time
💡 Pro Tip: Compare chat and call performance to identify which communication channel each agent excels in, helping you assign work appropriately.
Common Chat Topics
Understanding chat-specific topics helps you develop targeted training for written communication skills.
Using Interaction Data for Coaching
Identifying Coaching Opportunities
Use interaction analysis to identify specific areas where agents can improve:
- Performance Patterns: Look for consistent issues across multiple interactions
- Strengths Recognition: Identify what agents do well to build confidence
- Skill Gaps: Spot areas where additional training would be beneficial
Why this matters: Data-driven coaching ensures your feedback is objective and focused on measurable improvements.
Creating Action Plans
Develop specific coaching plans based on interaction analysis:
- Review Performance Data: Analyse scores, handle times, and quality metrics
- Identify Specific Issues: Look for patterns in customer complaints or low scores
- Create Targeted Training: Develop courses or coaching sessions for specific skills
- Track Improvement: Monitor progress over time to measure coaching effectiveness
💡 Pro Tip: Regular interaction reviews help you catch issues early before they become performance problems.
What's Next?
Now that you can review and analyse interactions, explore these related guides:
- 📊 Monitor Your Dashboard - Track overall team performance trends
- 📚 Create Training Courses - Develop targeted training based on interaction analysis
- 🏆 Recognise Excellence - Reward agents who demonstrate exceptional interaction skills
- 📈 Track Progress - Monitor how coaching impacts interaction quality
Need Help?
Stuck with interaction analysis? We're here to help!
- 📖 Dashboard Guide - Learn about monitoring overall performance
- 📖 Course Creation Guide - Create training based on interaction insights
- 📖 Awards Guide - Recognise excellent interaction skills
Still need assistance?
- Email us: support@botlhale.ai
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