Currently, there is no automated or systematic way for managers to review CSR phone calls for training and quality purposes. Let's add ways to automatically assign a certain number of calls per day, month or week to a CSR Manager, have a UI for them to review the calls.

Calls should be selected at random for analysis purposes, but also offer the admin a way to tell the system how many calls per rep, how much time or other metrics. There could be settings also offered to tell the system to increase the number of calls to review for reps/agents that have lower performance ratings.

From there, add this information to dashboards so that CSR Managers can see their teams and performance...or if there's a rep that requires additional reviews because they haven't reviewed enough calls. Agents could also have visuals of this information for their own personal performance and how it compares to their peers.

AI could be leveraged to suggest to the manager training and performance related tasks based on the data. Since we're pulling call transcript and sentiment information...we should be able to streamline the review experience for the manager.