Agent Guide
Welcome to AICA. As a call center agent, AICA helps you understand how your calls are going and where you can improve. This guide walks you through everything you need to know.
Your Dashboard
When you log in, your dashboard shows information about your calls only.
Viewing Your Assigned Projects
At the top of the dashboard, you will see the projects you are assigned to. If you are part of multiple projects (e.g., "Inbound Support" and "Sales Outbound"), you can switch between them using the project selector.
Recent Calls Feed
Your dashboard shows your most recent calls with:
- Call date and time
- Duration
- Quality score (color-coded)
- Review status (Analyzed, Reviewed, Approved, Needs Improvement)
Click any call to see the full details.
Understanding Your Calls
How to Find Your Calls
Use the My Records page to browse and search your calls:
- Filter by date — find calls from a specific day or week.
- Filter by score — quickly find your highest or lowest-scoring calls.
- Filter by status — see which calls have been reviewed by your supervisor.
- Search — type a keyword to find it in your transcripts.
Reading Your Transcript
Each call has a full transcript showing the conversation between you and the customer. Speakers are labeled (e.g., "Agent" and "Customer") so you can follow the dialogue easily.
Use the transcript to replay the conversation in your head. Pay attention to moments where the quality score dipped — these are your biggest opportunities for improvement.
Understanding Your Quality Score
Your quality score is a number (typically 0-100) that reflects how well the call went based on your project's evaluation criteria. Here is what the numbers generally mean:
| Score range | What it means |
|---|---|
| 80-100 | Excellent — you handled the call very well |
| 60-79 | Good — solid performance with some room for improvement |
| 40-59 | Needs work — review the suggestions carefully |
| Below 40 | Significant issues — discuss with your supervisor |
The score is broken down by categories (e.g., greeting, problem resolution, closing), so you can see exactly which parts went well and which need attention.
Viewing AI Improvement Suggestions
For each call, AICA provides specific, actionable suggestions. These are not generic advice — they are based on what actually happened in your conversation.
Example suggestions:
- "Consider acknowledging the customer's frustration before jumping to the solution."
- "The closing was rushed. Try summarizing the resolution and asking if there is anything else you can help with."
- "Good use of the customer's name throughout the call."
AI suggestions are meant to help you grow, not to criticize. Even high-scoring calls may include suggestions for how to go from good to great.
Compliance Check Results
If your project has compliance scripts configured, each call will show whether you followed the required steps:
- A checklist of required elements (e.g., greeting, identity verification, disclaimer)
- Each item marked as completed or missed
- Relevant parts of the transcript highlighted
Improving Your Performance
Using AI Coaching Suggestions
The most effective way to use AICA is to review your calls regularly:
- Check your dashboard daily — look at calls from the previous day.
- Start with low-scoring calls — these have the most learning potential.
- Read the suggestions — the AI points out specific moments you can improve.
- Look at high-scoring calls too — understand what you are doing well so you can repeat it.
Tracking Your Progress Over Time
Your dashboard includes a performance trend chart showing your average quality score over weeks and months. Use this to:
- See whether your scores are improving.
- Notice if certain days or times tend to produce lower scores (fatigue, call type, etc.).
- Celebrate your progress.
Understanding What Supervisors Look For
When your supervisor reviews your calls, they typically focus on:
- Compliance — did you follow required procedures?
- Quality score — how did the AI rate the call?
- Specific moments — they may add annotations to highlight good or improvable moments.
- Patterns — they look at trends across multiple calls, not just one.
Your supervisor may mark calls as "Needs Improvement" — this means they want you to review the feedback and be ready to discuss it in your next 1:1.
If your supervisor adds annotations to a call, read them carefully. These are personalized coaching points based on your actual performance.
Common Questions
Why can I only see my own calls?
AICA uses role-based access control. As an agent, you have access to your own call records and performance data only. This protects your colleagues' privacy and keeps you focused on your own development. Supervisors and admins have broader access as part of their management responsibilities.
Can I dispute a quality score?
Quality scores are generated by AI and reviewed by supervisors. If you believe a score does not accurately reflect your call, talk to your supervisor. They can review the call, add context, and adjust the review status if needed. The AI score itself is not manually editable, but your supervisor's review and annotations provide the full picture.
How soon after a call can I see results?
Typically within 1 to 3 minutes after the call ends, your transcript and analysis will be available. The exact time depends on call length and current system load. If a call has not appeared after 10 minutes, contact your supervisor.
What does "Needs Improvement" mean?
It means your supervisor reviewed the call and wants you to pay attention to the feedback. It is not a punishment — it is a coaching signal. Review the AI suggestions and supervisor annotations, then discuss them in your next 1:1 meeting.
Can I see my score history?
Yes. Your dashboard includes a trend chart showing your average quality score over time. You can also filter your records by date range to review older calls and track your progress.