Manage Reviews in AnalyzeMyCalls

Written By Alex Petrovic

Last updated 4 months ago

Manage Reviews: AI-Powered Call Coaching

Transform your coaching process with intelligent call discovery and structured reviews that drive measurable performance improvements.

Overview

The Manage Reviews feature eliminates the manual hunt for coaching opportunities by using AI to instantly surface your most impactful calls. Whether you need to showcase excellence or address improvement areas, you can now find the perfect calls in seconds and deliver structured feedback that accelerates agent development.

Prerequisites

Before you begin:

  • Admin or Manager access to AnalyzeMyCalls

  • At least one day of recorded calls in the system

  • 15-30 minutes for your first review session

Understanding the Manage Reviews Dashboard

The Manage Reviews section has four powerful components:

🔍 AI Call Finder

  • Natural language search for calls

  • AI-powered suggestions for coaching opportunities

  • Instant access to best and worst performers

📋 Review Queue

  • Staging area for calls pending review

  • Filter and sort capabilities

  • Quality score and sentiment indicators

📊 Review History

  • Complete record of all completed reviews

  • Track agent progress over time

  • Edit or revisit past feedback

📈 Metrics

  • Daily, weekly, and monthly review quotas

  • Completion tracking

  • Team coaching consistency metrics

Step 1: Finding Calls with AI Call Finder

Accessing AI Call Finder

  1. Navigate to Reviews from your main navigation

  2. Click the AI Call Finder tab

  3. You'll see an intelligent search interface ready for natural language queries

The AI Call Finder uses natural language to surface relevant calls instantly

Using Natural Language Prompts

Instead of complex filters, simply type what you're looking for:

✅ Example Prompts That Work:

  • "Show me the best rated calls for May of this year"

  • "Find calls where agents struggled with pricing objections"

  • "Pull up calls from new agents that need coaching"

  • "Show me successful cold calls from this week"

💡 Pro Tip: The AI understands context, so you can ask for "calls that went wrong" or "examples of great objection handling" and it will find relevant matches.

Quick Actions with Pre-built Prompts

Click the green suggestion button for instant results:

  • "Show me the best rated calls for [current month]" - Perfect for finding exemplary performances to share with the team

⚡ Time Saver: These pre-built prompts are optimized based on what managers search for most often.

Step 2: Reviewing Your Call Results

Understanding the Results Table

Once AI Call Finder returns results, you'll see:

Results show agent names, dates, queue status, and quick actions

Key Information Displayed:

  • Agent: The team member who handled the call

  • Date: When the call occurred

  • Actions: Current status (In Queue) and View Call button

Evaluating Calls for Review

  1. Click View Call to preview any result

  2. Review the call summary and key moments

  3. Assess if this call offers coaching value

  4. Look for patterns across multiple calls

⚠️ Important: The system shows you the highest-impact calls first, but always preview before adding to your queue.

Step 3: Building Your Review Queue

Adding Calls to Queue

For each call you want to review:

  1. Click Add to Queue button

  2. The status will change from "Add to Queue" to "In Queue"

  3. Continue adding calls until you have your coaching set

Your Review Queue shows all pending calls with complete details

Managing Your Queue

Navigate to the Review Queue tab to see:

  • Total calls pending review (shown in top right)

  • Filter options for different call types

  • Complete call details including:

    • Duration

    • Quality Score

    • Sentiment Analysis

    • Date and time

🎯 Best Practice: Aim for 3-5 calls per review session to maintain focus and provide quality feedback.

Step 4: Conducting the Review

Opening a Call for Review

  1. From the Review Queue, click Review on any call

  2. You'll enter the comprehensive Review Form interface

The Review Form provides structured sections for complete feedback

Understanding the Review Interface

Left Panel - Call Details:

  • Agent name and team

  • Date and time

  • Duration

  • Quality score (percentage)

  • Sentiment indicator

  • Phone numbers (anonymized as needed)

Right Panel - Review Form:

  • Review type selection

  • General notes

  • Strengths identification

  • Areas for improvement

  • Action items

Step 5: Completing the Review Form

Setting Review Type

Choose the appropriate review category

Select from the dropdown:

  • Good Call - Exemplary performance to recognize

  • Needs Improvement - Coaching opportunity identified

  • Training Example - Call to use for team training

Adding General Notes

Capture the overall context and key observations:

  • Summary of the call situation

  • Customer's main concern or goal

  • How the interaction progressed

  • Final outcome

✏️ Writing Tip: Keep notes factual and specific. Instead of "handled well," write "addressed pricing concern by highlighting ROI in minute 3."

Identifying Strengths

Add multiple strength tags for comprehensive recognition

Click Add Strength and select from categories like:

  • Objection Handling

  • Building Rapport

  • Product Knowledge

  • Closing Techniques

  • Discovery Questions

Add multiple strengths by clicking Add Add Strength for each one.

🌟 Coaching Tip: Always identify at least one strength, even in calls needing improvement. This maintains agent confidence.

Areas for Improvement

Similar to strengths, click Add Improvement to identify:

  • Pricing Discussions

  • Technical Explanations

  • Urgency Creation

  • Qualification Process

  • Next Steps Setting

Be specific and constructive in your selections.

Defining Action Items

Show Image Create specific, measurable action items

Click Add Action Item and enter specific, actionable steps:

  • "Practice the value proposition script before next call"

  • "Review competitor comparison sheet"

  • "Shadow senior agent for objection handling"

✅ Action Item Best Practices:

  • Make them specific and measurable

  • Set realistic timeframes

  • Limit to 2-3 items per review

  • Follow up in your next 1-on-1

Step 6: Sending and Tracking Reviews

Submitting the Review

  1. Review all sections for completeness

  2. Click Send to Agent button

  3. The system will immediately notify the agent

  4. Review is saved to your Review History

Accessing Review History

Navigate to the Review History tab to:

Track all completed reviews with status indicators

  • View all completed reviews

  • See read/unread status

  • Edit reviews if needed

  • Filter by agent or date range

  • Export for performance reviews

📧 Note: Agents receive email notifications for new reviews and can access them directly from their dashboard.

Step 7: Monitoring Review Metrics

Understanding Your Metrics Dashboard

The Metrics tab provides three views:

Track daily, weekly, and monthly review completion

Daily Review Quota

  • Shows progress toward daily goal

  • Updates in real-time

  • Resets each night at midnight

Weekly & Monthly Views

  • Percentage of reviews sent

  • Percentage of drafts pending

  • Team-wide coaching consistency

Setting and Meeting Quotas

💯 Recommended Quotas:

  • Daily: 2-3 reviews minimum

  • Weekly: 10-15 reviews for full-time managers

  • Monthly: 40-60 reviews for comprehensive coverage

Best Practices for Effective Reviews

Creating a Review Routine

  1. Morning Reviews (Recommended)

    • Start each day with AI Call Finder

    • Review yesterday's calls while fresh

    • Send feedback before team meetings

  2. Batch Processing

    • Set aside 30-minute blocks

    • Review similar call types together

    • Use consistent evaluation criteria

  3. Balanced Feedback

    • Aim for 3:1 positive to improvement ratio

    • Recognize top performers publicly

    • Handle improvements privately first

Using AI Suggestions Effectively

🤖 AI Power Tips:

  • Vary your prompts to discover different coaching angles

  • Ask for specific scenarios: "Show me calls where we lost the deal"

  • Use time-based queries: "Find this week's shortest successful calls"

  • Compare performers: "Show me how top agents handle pricing"

Following Up on Reviews

Immediate Actions:

  • Check if agent has read the review

  • Schedule 1-on-1 for complex feedback

  • Share great calls in team meetings

Long-term Tracking:

  • Review history for performance trends

  • Identify recurring improvement areas

  • Celebrate progress on action items

Troubleshooting Common Issues

AI Call Finder Returns No Results

  • Try broader search terms

  • Check date ranges in your query

  • Ensure calls exist for the specified period

  • Remove specific agent names if included

Can't Add Calls to Queue

  • Verify the call isn't already in queue

  • Check if you have manager permissions

  • Refresh the page and try again

  • Contact support if issue persists

Review Not Sending to Agent

  • Ensure all required fields are complete

  • Check agent is active in the system

  • Verify your internet connection

  • Save as draft and try again later

Metrics Not Updating

  • Reviews may take 5 minutes to reflect

  • Check the correct time period is selected

  • Refresh the metrics page

  • Verify reviews were fully submitted

Tips for Success

💡 Power User Shortcuts:

  • Use keyboard shortcuts: Tab to navigate, Enter to select

  • Bookmark your favorite AI prompts

  • Create review templates for common scenarios

  • Set calendar reminders for review time

🎯 Quality Over Quantity:

  • One thorough review beats three rushed ones

  • Focus on actionable feedback

  • Be specific with timestamps and examples

  • Follow up to ensure implementation

📈 Driving Results:

  • Track improvement on specific metrics

  • Celebrate wins from implemented feedback

  • Share success stories across teams

  • Use reviews to identify training needs

Need Help?

If you need assistance with Manage Reviews:

Last updated: October 2025