EurekaLive
Callminer EurekaLive is a real-time call center quality assurance solution that monitors in progress calls for the presence or absence of specific language or acoustic characteristics using advanced speech analytics technology. Designed to provide real-time actionable information to supervisors, quality analysts, and agents, EurekaLive is customizable to address a wide spectrum of business needs.
The project was a multi-level project to address each user. A widget was designed for the agents and a command post, for the supervisors and quality analysts.
The Team
I worked together with coworker, T.Flohr under the tutelage of Kevin Deevey of dv[UX]. I took charge in detailing the UI design of both the widget and command post which then carried through to providing the style guide and behavioural guidelines.
The Goal
The reoccurring theme was providing clear and concise information when in need.
Timeline
This was a short project of a few weeks. It was then released by Callminer in October 2013.
Agent Assistant Widget
The Agents
The agents primary focus is the customer and at most times will be bombarded with other distractions in the process. Their desktop is mostly littered with at least a handful of other programs. Agents can often forget certain cues or scripts to up-sell products or de-escalate calls which can lower their overall call score, which can negatively impact their bonus. A potential factor in their call score is their call length. The longer the call, the lower the score.
The Inspiration and Conceptualization
When in need, the widget needs to be clear and concise from the corner of their eye but until then, it should be as inconspicuous as possible. The challenge was to balance these opposing ideas. Analogous devices that followed those same values were looked at. This included earlier generation desktop media players and modern thermostats.
The Final Design
Different shapes, sizes, UI styles and colour schemes were explored. Ultimately, a rounder design was further explored as it had a lower visual presence. The downside was that complex information was more difficult to display. This was solved with a rectangular pullout that could be triggered when in need. Otherwise, the persistent data were more important information such as the quality of the call and the call duration.
Colour scheme used is one that everyone is familiar with; green-amber-red. This helped the agent quickly decipher the quality of the call from their peripheral view without having to interact with the widget in any way.
Agents can choose to view scripts live.
The widget actively changes to show agent prompts.
The widget detects customer escalation and actively turns to critical stage, prompting the agent guidance.
Command Post
Supervisors/Managers
Supervisors often manage multiple teams and oversee individual agents performances; often having to deal with issues immediately as they come up. They generally have a very busy desktop as well. One of their main jobs however is reporting on the overall performance of the call centre.
Quality Analysts
Quality Analysts focus on monitoring calls, reviewing trends, assessing agent performances and providing solutions in low performing areas. They may do this live with the agent or in a recorded call.
The Inspiration and Conceptualization
Going from its sister design, the initial concept was to create another round widget. Though the concept design was well liked, the proposal was turned down as it wasn’t scalable and information ended up being too convoluted as teams grew. It was also too complex for developers to create.
The Final Design
A rectangular layout that focuses on a live display of a birds eye view of all ongoing calls was proposed. It is multi-tiered where supervisors can review overall team performances or can narrow down to a particular agent. It automatically prioritizes critical call events where they can then immediately deal with. Supervisors and quality analysts can also review a transcript of past calls to review performance trends of a particular team or agent.
Final Steps
Once the design was approved by the client, a behavioural guideline and style guide was created for the developers. A few months later, EurekaLive was released by the Callminer.
My Final Thoughts
Since this project was done early in my career, looking back at it now I would do many things very differently. Though I think that sentiment may persist as I grow in my career. I believe the biggest success of the project was the teams lack of fear in failure. Quoting the popular proverb, we were able “fail often but succeed sooner”. Considering the scope of work and the time frame available, the team was effective in achieving the goal and ultimately provided a better experience for the agents and supervisors and therefore the callers they’re servicing.
