Franchise Genie: Basic User Guide

Franchise Genie: Basic User Guide

What is Franchise Genie?

Franchise Genie gives you a clear view of your own conversations, with the recording, transcript, summary, and scores for each call you handled.

This guide covers everything a Basic User can see and do.

Your access is focused on Conversations.  When you sign in, that is where you will start.


Header and Sidebar

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

Header controls

Control

What it does

Franchise Genie logo

Takes you back to your Conversations list

Day / Week / Month

Changes the reporting window for your conversations

Date range (calendar)

Narrows the period you are viewing

Save Snapshot

Saves your current view

Theme control

Switches between light and dark mode

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


Your menu has one page

  1.  Conversations: your own calls, and where you start

At the bottom of the sidebar you will find your signed-in email and a menu with Profile and Logout.


Color cues

Colors mean the same thing throughout 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.

Conversations

Your list of every conversation you handled. Use it to find a specific call or browse a filtered set.

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


Filters

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


What each row shows

Each row shows the call type, from and to numbers, timestamp, duration, an AI summary, whether it resolved, call score, customer sentiment, and estimated CSAT.
  1. Open the details from the Actions column to see the full conversation.

  2. Call types are color-coded, and Resolved shows a check or an X.

Call Details

The full picture of one of your conversations: scores, summary, scorecard, recording, transcript, and past calls with the same contact. This is where you review what happened on a call.


How to open it

From your Conversations list, select the details icon in the Actions column.

  1. Use the Back control to return to the list.

The top of the page shows the direction, call type, the caller and recipient with their numbers, the timestamp, the duration, and the department 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 rely on it.

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

  3. 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 your previous conversations with the same contact, using the same columns as your Conversations list.


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
  2. Password Management: select Change Password to get a reset link by email
  3. 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.