What is Franchise Genie?

Franchise Genie listens to your recorded calls and turns them into things you can act on: daily priorities, alerts, topic trends, business insights, and agent performance for each of your locations.

To get started, open Locations Overview, choose a location, and work through the pages below.

Common Tasks

Start your morning review

1.     Open Locations Overview and select your location.

2.     Read the Daily Digest for action items, hot topics, and alert previews.

3.     Open Alerts and check anything marked Critical.

4.     Skim Activity Insights for call volume and miss rate.

5.     Check Agent Performance for anyone who could use coaching.

Work a Churn or Quality Alert

1.     Open Alerts from the sidebar or the bell in the header.

2.     Filter to Critical, and add a tag filter if you need to narrow it further.

3.     Open the alert to read the evidence and notes.

4.     Select View Call Details to confirm what happened in the transcript.

5.     Follow up with the customer or coach the agent.  The email subject is only a summary, so confirm the details before you act.

Coach from the Metrics

1.     On Agent Performance, raise the Call Threshold if a few one-off calls are skewing the rankings.

2.     Open Top 3 Needing Improvement and the full agent table.

3.     Select View Calls and listen to both resolved and unresolved examples.

4.     Tie your coaching back to the Daily Digest action items when they point to handle quality or resolution.

Research a Customer Theme

1.     On Conversation Topics, pick a topic with a high mention count.

2.     Select the eye icon to read example snippets.

3.     Open View Call on two examples to hear them in full.

4.     Cross-check Business Insights for owner actions on the same theme.

Header and Sidebar

These controls stay with you as you move through Franchise Genie.

Header controls

Look for the circled i next to a metric or column heading for a short tooltip. You can sort most tables by selecting a column heading.

Sidebar before you open a location

1. Dashboard: an organization-level activity view when it is available
2. Locations: your Locations Overview, and the usual place to start
3. Snapshots: your saved dashboard views
4. Submit Feedback: the feedback form
5. Admin Panel: the Location Admin Panel, visible to Location Admins only
6. At the bottom: your signed-in email and a menu with Switch Organization, Profile, and Logout
   

Sidebar after you open a location

The location menu expands under the location's name, with these pages:

1. Daily Digest
2. Alerts, with an unread count when you have any
3. Intelligence: Conversation Topics, Business Insights, Ask Genie Chat
4. Performance: Activity Insights, Agent Performance, Conversation List

Locations still takes you back to the overview.

Color cues

Colors mean the same thing across Franchise Genie:

1. green is healthy, yellow/orange means keep an eye on it, red means critical or missed
   
2. blue is informational or outbound
   
3. purple marks Genie's own analysis
   
   

Locations Overview

Your home page. It lists every location you can access, with call metrics rolled up for the period you select.

Search

Enter a name in Search by location name and select Search to jump to the location you want.

Locations table

Each row is one location, and every metric below reflects the time period you have selected.

Daily Digest

The Daily Digest is your snapshot of yesterday's conversations, gathering action items, alerts, top customer topics, and location performance in one view. Check it each morning to see what stood out and where to focus your coaching and follow-up.

Your Personalized Action Items

Recommended next steps drawn from yesterday's calls, each with a specific action you can take to lift quality, resolution, and customer experience.

Alerts

Time-sensitive notifications that highlight notable trends in your conversations, positive or negative, so you can act on what is working and address what needs attention.

Hot Customer Topics

A breakdown of what customers talked about most, grouped into praises, criticisms, suggestions, and barriers so you can spot patterns worth acting on.

Location Performance

A scorecard for your location showing key metrics like sentiment, call handle quality, resolution rate, and call volume against team average and best.

Top Performers

Your highest-scoring agents from yesterday, ranked by call score, sentiment, calls handled, and resolution, so you know who to recognize.

Bottom Performers

The agents with the most room to grow, ranked by the same metrics so you can direct coaching where it will help most.

Alerts

The Alerts page is your full queue of notifications for the location, with the evidence behind each one.

Find an alert

Search by alert name, tag, notes, or subject to find a specific one. You can also filter by date, by tag, and by severity: Critical, High, Medium, Low, or Info.

What each row shows

Every row shows the date and time, the alert name and a short description, its tag, its severity, how many pieces of evidence matched, who was notified, and the notification subject.

Inside an alert

The Detail view gives you the alert name and severity, a timestamp, and quick chips for the tag, evidence matches, and recipients.

1. Select View Call Details to open the full conversation behind the alert.
   
   

If a location has no alerts yet, you will see a No Alerts Yet message.

1. Triggered alerts appear here once your rules start matching calls.
   
   

Conversation Topics

A catalog of what your customers are talking about, grouped into praises, criticisms, suggestions, and barriers. Use it to see the themes behind your calls and dig into real examples.

Search by topic name or description to find a theme, or browse the four columns.

What each topic shows

Each topic is a card with a title and short description, its mention count, its share of that column, and a bar showing the trend.

1. Select the eye icon to open the topic.
   

Topic detail

Opening a topic gives you the full description, related topics, and example call snippets with the direction, call type, caller, agent, date, time, and duration.

1. Select View Call on any example to hear it in full.
   

A good habit: when a criticism or barrier shows a high count, open a few examples, listen to two or three calls, and turn what you learn into a process or training change.

Business Insights

AI analysis and recommended owner actions for your location, grouped by business theme like price, promotions, and reviews.

Search by title or content to find an insight.

What each card shows

Each card has a theme header and an insight type, such as Pattern Recognition, Trend Analysis, Gap Identified, or Area of Concern.

Treat each Owner Action as a suggested plan rather than an automatic task.

1. Confirm it in Alerts and Conversation List before you change pricing, staffing, or scripts.
   
   

Ask Genie

Ask Genie is your AI assistant for quick questions about a location's conversations and performance. Ask it something in plain language and it answers from your calls.

Open it from the header or from Intelligence, then confirm the panel is set to your location.

Using the panel

Set the window you want to look at, either the last 7 days or the last 24 hours.

1. Each question uses credits, which you can track in the header.
   

Activity Insights

A location-level view of your call volume, why customers are calling, sentiment, score, and how calls are spread across the week for the time period selected.

Calls breakdown

See your answered, spam, missed, outbound, internal, and total calls, along with your miss rate.

Caller Intent

Volume and share for why calls happened, such as New Opportunity, Existing Opportunity, Service, and Other.

Gauges

Three gauges give you the headline numbers: Customer Sentiment and Call Score as percentages, and Estimated CSAT on a 1 to 10 scale.

Call Distribution by Week

A chart of calls by weekday, colored by intent type.

Agent Performance

Ranked performance metrics for the agents at your location, including your top performers and anyone who may need coaching.

Filters

Set a Call Threshold to include only agents with a minimum number of calls, and a Duration Threshold to focus on calls of a minimum length.

1. These keep a few short or one-off calls from skewing the ranks.
   

Top 3 Performers and Top 3 Needing Improvement

Both groups show cards with the agent's rank, name, call score, sentiment, resolution rate, estimated CSAT, calls, and average duration.

1. Very short or very few calls can inflate or hide a score, so always select View Calls before you coach.
   

All Agent Metrics

Search by name, or sort the full table by any column.

1. Each agent has a checkbox, so you can deselect an agent to keep them out of the Top Performers and Bottom Performers lists.
   
   
2. Select View Calls to open that agent's conversations, then open a row for the full Call Details.
   

Conversation List

A searchable list of every conversation at your location.

1. Use it to find a specific call or browse a filtered set.
   

1. Search by name, phone, or summary using at least three characters.
   

Filters

Narrow the list by source, call type, direction, or department. You can also show only processed conversations and hide spam.

What each row shows

Each row shows the source, call type, from and to numbers, timestamp, duration, department, an AI summary, whether it resolved, call score, customer sentiment, and estimated CSAT.

Call Details

The full picture of a single conversation: scores, summary, scorecard, recording, transcript, and past calls with the same contact.

How to open it

You can reach Call Details from several places:

1. Conversation List: select the details icon in the Actions column

1. Conversation Topics: open a topic, then select View Call on an example

1. Alerts: open an alert, then select View Call Details

1. Agent Performance: select View Calls for an agent, then open a row

Use the Back control to return where you came from.

Header

The top of the page shows the direction, call type, the caller and recipient with their numbers, the timestamp, the duration, and the group or queue that handled the call.

Analysis

The default tab opens with three gauges: Customer Sentiment, Call Score, and Estimated CSAT. Below them you will find:

1. AI Call Summary: a short narrative of the call, with tags when they apply. Confirm it against the transcript before you quote it.

1. AI Scorecard: an overall script adherence score with numbered sections you can expand for pass or fail marks and the reasoning behind each.

1. Call Resolution and Next Steps: whether the call resolved, the issue as understood, the resolution, and any action items.
   
   

Transcript and Recording

Play the call with the audio player and follow along in the timestamped transcript, labeled by speaker.

Conversation History

See previous conversations with the same contact or account, using the same columns as the Conversation List.

Snapshots

A snapshot is a saved copy of a dashboard view, so you can return to the same filters and date range later without rebuilding them.

Open Snapshots from the sidebar, either from your home page or inside a location.

What you see

Each snapshot card shows a thumbnail of the saved view, its title, the date and time you saved it, the date range, and the location.

Save a snapshot

1.     Set your location, dates, and filters on a dashboard page.

2.     Select Save Snapshot in the header.

Submit Feedback

A quick form to share general feedback, request a feature, report a bug, or suggest an improvement.

Choose a feedback type and overall sentiment, add a subject, and write your feedback up to 2000 characters.

1. Select Submit Feedback to send it.
   
   

Profile

Your account information and security settings. Open it from the menu next to your email in the sidebar.

1. User Information: your name and email, shown for reference

1. Password Management: select Change Password to get a reset link by email

1. Two-Factor Authentication: select Enable 2FA to set up an authenticator app.  If the button still says Enable, 2FA is not on yet.

Select Back to return to where you were.

Location Admin Panel

Settings for who and what is included in analysis at your locations, plus optional webhook delivery. This panel is visible to Location Admins only.

Open it from Admin Panel in the sidebar.

The panel has these tabs:

1.     Location Management

2.     Agent Management

3.     Excluded Numbers

4.     Webhook, shown only when Clarity Voice has enabled it

Location Management

A read-only list of the locations you administer in your current organization.

1. Use it to confirm which locations you manage before you switch the Location dropdown on the other admin tabs.
   

1. Each row shows the location name, its domain (a short identifier), and its status, such as Active. There is no search or row action here.
   

Agent Management

Choose which agents at a location are included in call analysis. Select a location from the dropdown, and the agent list updates to match.

Excluded Agents

When anyone is excluded, an Excluded Agents box lists them.

1. Select the X on a name to put that agent back into analysis. The box is hidden when no one is excluded.
   

The Agent Table

Search by name to find an agent, or sort by total calls. Select Remove to exclude an agent, which moves them into Excluded Agents.

Use exclusion for routing objects, test lines, or people whose calls should not affect scorecards.

Excluded Numbers

Phone numbers whose calls, to or from, are skipped by AI Call Processing.

Add a number

Enter the number in a format such as (415) 867-5309 or +14158675309.

1. You can add an optional name and a note explaining why it is excluded.
   
2. Select Add to save it for the selected location.
   

The table

Each row shows the number, its optional name and note, the date you added it, and a Remove action.

Webhook

An optional integration that sends each completed call record to your own secure endpoint after the call is processed.

This tab is off by default.

1. Once it is on, each location has its own configuration, chosen from the Location dropdown.
   

Set up a webhook

1.     Enter your URL: add your endpoint's HTTPS URL and save. A signing secret is generated for you.

2.     Configure your endpoint: copy the signing secret into a header named X-Genie-Signing-Key. Your endpoint must accept POST, since a GET-only URL will reject the request.

3.     Send a test: select Test and verify to send a request with a hidden verification value.

4.     Confirm ownership: read that value in your endpoint's logs, paste it into the box, and select Confirm.

5.     Go live: once confirmed, the status becomes Active and call records begin arriving.

Replacing the URL or regenerating the secret resets the status to Unverified, so repeat the test and confirm steps.

Managing an existing webhook

You can see the status and last verified time, replace the URL, regenerate the signing secret (shown only when generated), send a new test, disable delivery without deleting the setup, or delete the webhook entirely.