AI Call Coaching

The AI Call Coaching Accelerator streamlines the process of retrieving call data and transcripts. This Accelerator offers a responsive platform that enables users to utilize AI technology to analyze calls for maximum quality. 

This Accelerator offers pre-installed features like the Call Coaching Admin Dashboard that displays settings to add, edit, and remove Departments, Leaders, and Team Members. Once the system registers a call, data such as associated Team Members, and any other essential information can be viewed in the Open Call Logs Report. 

Leaders can review calls from the Open Call Logs Report and the Call Logs Report on the Team Overview Dashboard. This action is only available to Leaders of associated Team Members. 

The AI Call Coaching Accelerator allows Users to access the innovative capabilities of both Gong and ChatGPT within a designer-friendly interface. 

Key Features:

• Gong and ChatGPT Integration 
• Personalized Prompt Tasks for various roles
• Leaders are automatically associated with relevant calls.

Considerations

• An OpenAI API Key is required after importing this Project. 
  • For Users to utilize the project's ChatGPT integration, an API key for OpenAI is needed.
  • Users should reference OpenAI for more information on generating OpenAI keys. 
• Users must install the OpenAI Modulebefore utilizing this project. 
  • After installing this module, OpenAI Settings will be accessible in the portal. To access these settings, navigate to System > Settings > OpenAI Settings.
  • Right-click on the OpenAI Settings and select Edit Settings.
  • Enter an OpenAI Key into the API Key field and select Save. 
• Credentials for Gong API are required to use this Project. 
  • Users will need to obtain an Access Key and Access Key Secret to pull call data and transcriptions using the Gong integration. 
  • Workplace IDs should be retrieved from Gong.
  • Users can reference Gong API Documentation for more information about retrieving Access Keys and Workplace IDs. 

Main Flows

AI Call Coaching Scheduled Job

The Flow is a Scheduled Job that runs the AI Call Coaching process. This process is pre-configured to fetch all Departments and retrieve associated call data within the last two hours from the Gong integration for each Department.  

Sync with Gong and Process Call Through ChatGPT 

This Flow fetches call transcript data associated with the Department, syncs Speaker IDs with associated Team Members, processes Task results from ChatGPT, and saves this information. This process executes the core functionality of the Accelerator. 

Using AI Call Coaching in Decisions 

Creating and Editing Departments

Administrators manage Departments and only members of the AI Call Coaching Admins group have access to create and edit Departments. 

Creating a Department: 

• To create a new Department, navigate to the AI Call Coaching Admin View Folder and select the Call Coaching Administrator Dashboard.
• Select Create Department and the Create Department Form will display. 
• From here, Users can provide a name for the Department and enter associated information.
  • The Enable Job Checkbox is used to indicate whether or not the Scheduled Job should run for this Department.
  • The Allow Rest Call Truncation on Failure Boolean is used to indicate whether API requests should be truncated upon failure. 
  • The Description Textbox is optional and allows Users to describe the Department. 
• In Call Integration Settings, the Call Access Key, Call Access Key Secret, and Workplace ID for Gong are required before submission and are specific to an individual Department. 
• Any Prompt Tasks specified on this Form will be executed via Chat GPT. 
  • These Tasks are Department-specific and will not be executed on call data associated with other Departments. 
  • At least one Prompt Task should be specified. 
• More Prompt Tasks can be specified by selecting Add. 
  • To remove a Task, make sure the Task is selected and select Remove.
• New Departments will be visible in the Department Report on the Call Coaching Administrator Dashboard. 

Editing an Existing Department:

• To edit an existing Department, navigate to the Call Coaching Administrator Dashboard. 
• From the Department Report, right-click on the desired Department and select Edit Department.
  • This action can also be accessed from the Overview Page for the associated Department. 
• The Edit Department Form will be displayed, and the current Department details will be auto-populated on the Form. 
• After editing the desired fields, select Save. 

Creating and Editing Leaders 

These actions are only available to Users in the Call Coaching Administrators Group. 

Creating a New Leader:

• To create a new Leader, navigate to the AI Call Coaching Administrator Dashboard. 
• From here, navigate to the Department Report, right-click on the desired Department, and select Create Leader. 
• This action will populate the Create Leader Form but it can also be accessed from the Overview Page for the associated Department.
• In the Settings section, Users can provide the First and Last Name, and Email Address for the new Leader. 
  • A description can optionally be added.
  • Prompt Tasks specified here will be specific to the Leader and Team Members under them. At least one Prompt Task should be specified. 
  • Tasks can be added or removed using the Add and Remove buttons.
• Once the required fields are filled, select Save.
  • After saving the Form, a new Leader will be visible in the Leader Child Report on the Administrator Dashboard.

Editing an Existing Leader:

• To edit an existing Leader, navigate to the Call Coaching Administrator Dashboard, right-click on the desired Leader, and select Edit Leader.
• The Edit Leader Form will populate enabling Users to edit any of the required fields. 
• Select Save to close the Form and save any changes. 

Creating Team Members

These actions are only available to Users in the Call Coaching Admins Group.

Creating Team Members:

• To create a new Team Member, navigate to the Leader Report on the right side of the Call Coaching Administrator Dashboard. 
• From here, right-click on the Leader the new Team Member will belong to and select Create Team Member. 
• The Create Team Member Formwill populate enabling Users to fill out details for the new Team Member. 
  • A description for the new Team Member folder can also be provided on this Form. 
  • Prompt Tasks specified in this space will be specific to the Team Member, and at least one Prompt Task should be specified. 
  • Tasks can be added and removed using the respective Add and Remove buttons. 
• Once all required fields have been completed, select Save. 

Editing Team Members

Team Member details can be edited after creation and this action is available to Call Coaching Leaders and Administrators. 

Editing a Team Member as a Leader:

• Leaders can edit an existing Team Member by navigating to the Call Coaching Leader Dashboard. 
• From here, right-click on the desired Team Member and select Edit Team Member. 
• The Edit Team Members Field will populate allowing Leaders to edit the required fields. 
• Once desired changes have been made, select Save. 
  • This action can also be performed on the Team Member Overview Dashboard.

Editing a Team Member as an Administrator

• Administrators can edit an existing Team Member by navigating to the corresponding Department Overview Dashboard or the corresponding Leader Overview Dashboard. 
• From the Team Members Report, right-click on the desired Team Member and select Edit Team Member. 
• The Edit Team Member Form will populate enabling Administrators to edit any of the required fields.
• Once desired changes have been made, select Save. 

Reviewing a Call

The Review Call User Action allows Leaders to provide feedback on calls and is only available to Leaders associated with a call. 

• Leaders can review a call they are associated with by navigating to the Open Call Logs Report on the Call Coaching Leader Dashboard as well as from the Call Logs Report on the Team Member Overview Dashboard. 
• From the Report right-click on the unreviewed Call Log and select Review Call. 
• The Call Review Form will populate with the Call Title, Purpose/Description, and Sentiment Analysis score.
  • These fields are copyable and a link to the Call URL and Call Log Folder are also accessible from this Form. 
  • Optionally, a Leader can provide additional information and feedback in the Notes textbox. 
• Leaders can provide a rating for the call using the Reviewer Rating Radio Buttons. 
  • This field is mandatory. 
• Once the required fields have been completed, select Done. 

Viewing a Log Summary

After the Scheduled Job has been completed, details of the call and associated Task results will be saved. These Call Log details and results can be viewed by selecting the View Log Summary User Action. These actions are available to Call Coaching Leaders and Administrators. 

• Leaders can view a Log Summary from the Open Call Logs Report, from the Call Coaching Leader Dashboard, and the Call Logs Report from the Team Member Overview Dashboard. 
• Administrators can view this action from the Call Logs Report on the Team Member Overview Dashboard.
• To view a Log Summary, right-click on the desired Call Log from the Report and select View Log Summary. 
• A read-only version of the Log Summary Form will populate with details about the call, the associated Leader's review of the call, and the results of the Prompt Tasks that were performed on the call data. 
  • All call data and review fields are copyable, and the Form includes a link to the Call URL.
• After reviewing the details, select Close to exit the Form. 

View Results

Call Log Results can be viewed in more detail with the View Results User Action. This action is available to Call Coaching Leaders and Administrators. 

• Users can access this action from the AI Results Report on the Team Member Overview Dashboard. 
• From the AI Results Report, right-click on the desired Call Log Results and select View Results. 
• The Call Log Results will be displayed as a read-only Form with Header and Task names, as well as a Task Description and Results. 
• Once the fields have been reviewed, select Close to exit the Form.