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Can you search for a call with the ANI?
Yes
No
Currently a feature request
This should work but is broken currently. Level is working on it
What is Yes
Where do you go to get the ANI of a call?
Currently, this is still a feature request. You will have to listen to the call to find the restaurant name and search the account
Once in the evaluation, click on the phone icon next to the agent’s name in the top left corner of the evaluation page
Once in the evaluation, on the top left corner next to the Convo ID you can click on the icon to get the ANI
Once in the evaluation, click on the box that says “search result”, type in “ANI” and hit enter
What is Once in the evaluation, on the top left corner next to the Convo ID you can click on the icon to get the ANI?
Once you have found a call within the appropriate time frame, what do you do?
Right-click their name and select ”evaluate”
Double click into the evaluation
Click on the Convo ID
Click on the phone icon next to their name
What is Click on the Convo ID?
You are about to start your QAs for the week. What dashboard should you go to search your agent’s name?
a. Home dashboard
b. Interaction History
c. User Management
d. Team Efficiency
What is Interaction History?
How will agents view their grades?
For now, we will have to take screenshots and merge them into a PDF, but once agents and managers get a full Level AI training agents will have access to their scores in their agent dashboards
Agent level dashboards are ready to be used!
We will continue to export into PDFs and agents will view them in their folders as they are doing now
Agents will not have access to view their grades at all until we are all fully transitioned
What is For now, we will have to take screenshots and merge them into a PDF, but once agents and managers get a full Level AI training agents will have access to their scores in their agent dashboards?
Can you tell if a call is inbound or outbound?
Yes, on the interaction history dashboard there is a filter that shows “call type”
Currently not working as expected. This is being worked on
This is a high priority feature request
This is a low priority feature request
What is Yes, on the interaction history dashboard there is a filter that shows “call type”
What are snippets?
Snippets takes out specific words from the transcript that they think will help QA with the evaluation
Snippets are the conversation tags within that specific call you are currently looking at
Snippets give a brief description of what happened on the call
There are no Snippets in Level AI
What is Snippets are the conversation tags within that specific call you are currently looking at
How do I submit an evaluation?
There is an export button on the top right of the page to export the evaluation as a PDF
Currently the “submit” button does not work so you will have to rely on taking screenshots of the score
Once you are done evaluating, you will click “submit” at the very bottom of the grading rubric
No need to hit “submit”. Once each line item is filled in you are done!
What is Once you are done evaluating, you will click “submit” at the very bottom of the grading rubric?
Can you search for calls by looking up key phrases?
Yes
No
Currently a feature request
This should work but is broken currently. Level is working on it
What is Yes
What are “assists and flags” for?
Assists and flags allows QA to flag down agents with lower avg QA scores to assign them additional training
Assists and flags are most likely something QA will not use. We are unsure what this feature does
Assists and flags allows us in QA to teach Level what is important to track (if an agent “verified identity” correctly then we would give it a thumbs up so Level knows what a correct verification sounds like)
Assists and flags give agents helpful troubleshooting tips while they are on the call
What is Assists and flags allows us in QA to teach Level what is important to track (if an agent “verified identity” correctly then we would give it a thumbs up so Level knows what a correct verification sounds like)?
How are BPO agents being tracked separately from In House?
This is pulled from Salesforce and shown in the interaction history under “agent info”
Level has not yet figured out how to track this. This is being worked on
We will have to input if an agent is BPO or In House while completing the QA
We will have separate forms for In House vs BPO agents
What is This is pulled from Salesforce and shown in the interaction history under “agent type”
How can you tell which calls are a calibration?
This is currently unclear. Need some more information from Level on this
Calls will clearly state “submitted as calibration” after you submit one
Instead of selecting “submit” after grading a calibration call, you will select “post for calibration only”
Calibration calls are highlighted orange after you submit while normal calls are highlighted in green
What is This is currently unclear. Need some more information from Level on this
Within the Analytics section, where do you go if you want to pull a new report?
QA Score
Efficiency
Custom Dashboard
Query Builder
What is Query Builder
How can you see an agent’s last 4 QA scores?
Create a query for the agent > Set the Time Series to Time Series
QA Score Dashboard > Filter to that agent > View as a Time Series
The Agent Efficiency Dashboard
Create a custom Dashboard
What is Create a query for the agent > Set the Time Series to Time Series
or
QA Score Dashboard > Filter to that agent > View as a Time Series
What Analytics Dashboard can break down an agent’s average QA score, as well as the question and QA Sections and Categories?
Team > Efficiency
Custom > Query Builder
Agent > QA Score
Agent > Efficiency
What is Agent > QA Score
What is the “search result” box for in the grading rubric?
It allows you to see the results of previous evaluated calls by the same agent
It allows you to search for articles to attach to your eval so that the agent can utilize them when coaching is addressed
It allows you to search the call for any time a keyword was used in the conversation
It allows you to search for new calls because the current one is not that fun
What is It allows you to search the call for any time a keyword was used in the conversation
Where can you find Level AI’s Help Center/Knowledge base? (their version of Toast Central)
Knowledge Center > Resources
Knowledge Center > FAQs
Click On Your Name > Help Center
https://thelevel.ai/ > Resources > Video/Blog
What is Click On Your Name > Help Center
True or false
When doing an evaluation, you can edit your comments if you made a mistake?
What is false, currently this is a feature request so take your time!
How does the agent receive their evaluation score?
Level AI uses a slack integration to automatically inform the agent that they have an evaluation to review
For now, you must screenshot the eval, save it as a PDF and place it in their agent folder
This will go to the aether and never be seen again
It gets automatically sent to them via email
What is For now, you must screenshot the eval, save it as a PDF and place it in their agent folder
How do you download a call from AI
You can do this by hitting the export button in the call settings
You can download the call by screen recording it with audio enabled
You can email it to yourself and then download the attachment
You can not use Level AI to download at the moment and will have to use Five9 until further notice
What is You can not use Level AI to download at the moment and will have to use Five9 until further notice
If we need a new Analytics Dashboard, how would you create that?
Custom Dashboard > Add Chart
Filter the Home Dashboard
Settings > Build New Dashboard
Query Builder > Save and Add to Dashboard
What is Custom Dashboard > Add Chart
or
Query Builder > Save and Add to Dashboard
What does a Consolidated View look like when you build reports?
Separates all queries metric by date and creates a timeline
Averages the metric within the selected time frame into one number
Consolidates all question scores into a single metric
Consolidates all the infinity stones into one gauntlet
What is Averages the metric within the selected time frame into one number
What does a time Series look like when you build reports?
Separates all queries metric by date and creates a timeline
Averages the metric within the selected time frame into one number
Consolidates all question scores into a single metric
Creates a timeline showing how bad the Chicago Bears are
What is Separates all queries metric by date and creates a timeline
What are conversation tags?
Level captures key pieces of the call like negative sentiment, previous case, etc. This allows us to then track how often these things are happening.
Great conversation topics that may help coaching go better
Conversation tags mark what calls have hold times
Conversation tag are created to mark when you should or should not QA a call
What is Level captures key pieces of the call like negative sentiment, previous case, etc. This allows us to then track how often these things are happening.
What is the team efficiency dashboard mainly used for?
This allows you to see how all agents are performing as a whole (AHT, Avg QA score). You can also select specific agents to look at and compare multiple agents' data at once if you want
This allows us to see how many QA’s we have completed in a month, week or day
The efficiency dashboards how efficient the translate and transcript flows are currently working within AI
There is no efficiency dashboard in Level AI
What is This allows you to see how all agents are performing as a whole (AHT, Avg QA score). You can also select specific agents to look at and compare multiple agents' data at once if you want