Manager / Supervisor Guide
As a supervisor or team lead, AICA gives you the tools to monitor call quality, coach your agents, and ensure compliance across your team. This guide covers everything you need to get the most out of the platform.
Dashboard Overview
When you log in, the dashboard gives you an at-a-glance view of your team's performance.
Team Performance Metrics
The top of the dashboard shows key metrics for your selected project and time period:
- Call volume — total calls processed today / this week / this month.
- Average quality score — the mean score across all analyzed calls.
- Compliance rate — percentage of calls that passed compliance checks.
- Processing status — how many calls are pending, in progress, or completed.
Recent Records Feed
Below the metrics, you will see a feed of the most recently analyzed calls, showing:
- Agent name
- Call date and duration
- Quality score (color-coded: green for high, yellow for medium, red for low)
- Compliance status (pass/fail)
Click any record to open the full analysis view.
Agent Leaderboard
The leaderboard ranks agents by average quality score over the selected period. Use it to quickly identify top performers and agents who may need additional coaching.
Reviewing Calls
Finding Calls
Use the Records page to search and filter calls:
| Filter | Description |
|---|---|
| Date range | Show calls from a specific period |
| Agent | Filter by one or more agents |
| Quality score | Set a minimum or maximum score |
| Status | Pending, Analyzed, Reviewed, Needs Improvement |
| Compliance | Pass, Fail, or Not Checked |
| Project | Filter by project (if you supervise multiple) |
You can also use the search bar to find calls by keyword in the transcript.
Reading Transcripts
Each call record includes a full transcript with speaker diarization — the conversation is labeled by speaker (e.g., "Agent" and "Customer") so you can follow the dialogue.
Click on a timestamp in the transcript to jump to that point. If audio playback is available, the player will sync to the selected moment.
Understanding Analysis Results
AICA's AI analysis provides several outputs for each call:
- Quality score — an overall numeric score (typically 0-100) based on the analysis template criteria.
- Category scores — breakdown by evaluation criteria (e.g., greeting, objection handling, closing).
- Summary — a brief AI-generated summary of the call.
- Improvement suggestions — specific, actionable feedback the agent can use.
- Compliance result — whether the agent followed required scripts and procedures.
Adding Annotations
As a supervisor, you can add notes to specific parts of a call:
- Open a call record.
- Click Add Annotation (or click on a specific transcript segment).
- Write your note — this could be praise, a coaching point, or a flag for follow-up.
- Save. The annotation is visible to the agent when they view their call.
QA Review Workflow
Calls can move through a review workflow:
- Analyzed — AI analysis is complete.
- Reviewed — a supervisor has reviewed the call and confirmed the analysis.
- Approved — the call meets quality standards.
- Needs Improvement — the call has been flagged for coaching.
To change a call's review status, open the record and use the Review Status dropdown.
Agents can see the review status of their calls. Marking a call as "Needs Improvement" is a signal to the agent to review the feedback and discuss it with their supervisor.
Agent Coaching
Agent Performance Dashboard
Go to Team > Agent Performance to see a detailed view of each agent:
- Average quality score over time (trend chart)
- Call volume and distribution
- Compliance rate
- Category-level strengths and weaknesses
Creating Coaching Notes
When reviewing an agent's performance:
- Go to the agent's performance page.
- Click Add Coaching Note.
- Write your observations and recommendations.
- Optionally link specific call records as examples.
- Save.
Coaching notes are visible to the agent on their dashboard.
Tracking Improvement Over Time
The agent's performance page includes a trend chart showing their quality score over weeks or months. Use this to:
- Verify that coaching is having an effect.
- Identify when performance dips (and correlate with workload, schedule changes, etc.).
- Celebrate improvements.
Using Analysis Insights for 1:1 Sessions
Before a coaching session, review the agent's:
- Lowest-scoring calls — identify patterns in what went wrong.
- Category breakdown — find which skills need the most work (e.g., always low on "closing").
- AI improvement suggestions — use these as conversation starters.
- Compliance failures — address any script adherence issues.
Pull up 2-3 specific call examples during your 1:1. Concrete examples are more effective than general feedback.
Alerts & Incidents
Creating Alert Rules
Go to Alerts > Rules > New Rule to set up automated alerts:
Example alert rules:
- Quality score below 60 on any call
- Compliance failure detected
- Agent has more than 3 low-scoring calls in one day
- No calls processed for an agent in the last 24 hours
For each rule, configure:
- Condition — the trigger (e.g.,
quality_score < 60). - Scope — which project or agents the rule applies to.
- Severity — informational, warning, or critical.
- Action — what happens when triggered (notification, incident creation).
Managing Incidents
When a critical alert fires, it can create an incident — a tracked issue that requires resolution.
Incidents appear in Alerts > Incidents and include:
- The triggering call record(s)
- Alert rule that fired
- Assigned owner (defaults to the project supervisor)
- Status (Open, In Progress, Resolved)
Alert Delivery Channels
Alerts can be delivered via:
- In-app notifications — appear in the notification bell in the top navigation.
- Email — sent to specified email addresses.
Reports & Analytics
Team Analytics
Go to Analytics to access team-level reports:
- Call distribution — calls per agent, per day/week, by time of day.
- Quality trends — average quality score over time, with trendlines.
- Compliance overview — pass/fail rates across the team.
- Processing pipeline — average time from call completion to analysis delivery.
Comparing Agent Performance
The Agent Comparison view lets you select multiple agents and compare them side-by-side on:
- Average quality score
- Call volume
- Compliance rate
- Score distribution (histogram)
This is useful for identifying training needs and recognizing top performers.
Exporting Data
To export data for external analysis or reporting:
- Go to any analytics view or the records list.
- Apply your desired filters.
- Click Export CSV.
- The file will download with all visible columns.
Exports respect your current filters. If you want all data, clear the filters before exporting.
Compliance Scripts
What Are Compliance Scripts?
Compliance scripts are predefined phrases, steps, or procedures that agents are required to follow during calls. Examples include:
- Greeting the customer by name
- Reading a legal disclaimer
- Confirming the customer's identity
- Offering specific products or services
- Proper call closing procedure
How AICA Checks Script Adherence
When a call is analyzed, AICA compares the transcript against the configured compliance script for the project. The AI checks whether each required element was present in the conversation — not just as exact word matches, but by understanding the meaning and intent.
For example, if the script requires "Confirm the customer's identity," AICA will recognize variations like "Can I verify your account number?" or "Could you confirm your date of birth?"
Viewing Compliance Results Per Call
Each analyzed call includes a compliance section showing:
- Overall compliance status — Pass or Fail.
- Checklist — each script element marked as completed or missed.
- Relevant transcript excerpts — the parts of the conversation where each element was (or should have been) addressed.
Compliance checking depends on the compliance script being properly configured in the project settings. If no script is configured, compliance checks will not run. Talk to your admin if you need a compliance script set up.