This article explores how to navigate different widgets in the Case Analytics View of the QM & CA Mobile App. It details the functionalities of the Call Conversation Timeline widget, the Case Analytics widget, and the AI Score Breakdown widget, helping supervisors assess interactions, track key metrics, and improve the overall quality of communication.

Steps to Navigate to Different Widgets in the Case Analytics View on the Mobile App

1. Whenever you select the View action on any case card from the All Cases tab, you are directly taken to the Call Conversation Timeline widget.

   

2. You can toggle between various Case Analytics widgets using the top bar.

   

Call Conversation Timeline Widget

1. On the Call Conversation Timeline widget, the line-by-line conversation, along with the call recording (if present), will be visible.

   

Various Functionalities/Actions on Call Conversation Timeline Widget

1. Filter: You can set filters according to Positive, Negative, and Neutral Sentiment. Depending on your selection, you will be taken to the corresponding proof message.

   

   

2. Expanded Transcript Player: By long-pressing on the existing recording and dragging it forward, the chat conversation will also shift accordingly.

   

3. Switcher Interaction: You have the option to toggle between the discussions of various agents engaged in a specific case.

   

Case Analytics Widget

1. The Case Analytics Widget allows you to view different metrics related to the case, including the summary, creation time, duration of interactions, sentiment, CSAT score, signal-to-noise ratio, speech rate, and more.

   

2. By clicking on any of the metrics, you can view a more detailed representation of it in a bar graph format.

3. By clicking on any of the bars, you can view a more detailed analysis of that specific item.

   

AI Score Breakdown Widget

The AI Score Breakdown widget found in the Case Analytics View provides supervisors with a thorough evaluation of interaction quality. It examines key performance indicators such as grammar, empathy, opening quality, and closing quality, delivering clear insights into potential areas for enhancement. By focusing on emotional connection and the effectiveness of communication, the widget allows supervisors to operate more efficiently and empowers agents to enhance the customer experience.