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.
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.
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.
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.
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.
1. Open Ask Genie from the header or the Intelligence menu.
2. Confirm the panel is set to your location.
3. Use a suggested prompt or type your own question about the time period you selected.
These controls stay with you as you move through Franchise Genie.
|
Control |
What it does |
|
Franchise Genie logo |
Takes you back to Locations Overview |
|
Sidebar toggle |
Collapses the left menu to icons |
|
Day / Week / Month |
Changes the reporting window on analytics pages |
|
Date range (calendar) |
Narrows the period you are viewing |
|
Jump to latest |
On some analytics pages, jumps the range to your newest data |
|
Credits (coin) |
Shows your remaining credits and account type |
|
Bell |
Shows unread alerts by location. Select View all alerts to open the Alerts page |
|
Save Snapshot |
Saves your current view right away |
|
Ask Genie |
Opens the Ask Genie panel |
|
Theme control |
Switches between light and dark mode |
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.
The location menu expands under the location's name, with these pages:
Locations still takes you back to the overview.
Colors mean the same thing across Franchise Genie:
Your home page. It lists every location you can access, with call metrics
rolled up for the period you select.
Enter a name in Search by location name and select
Search to jump to the location you want.
Each row is one location, and every metric below reflects the time period you have selected.
|
Column |
Meaning |
|
Location |
Customer name |
|
Total Calls |
All calls |
|
Answered Calls |
Answered inbound calls |
|
Outbound Calls |
Total outbound calls |
|
Internal Calls |
Extension to extension calls |
|
Spam Calls |
Inbound calls labeled as spam |
|
Missed Calls |
Unanswered inbound calls |
|
Customer Sentiment |
AI analyzed calls based on customer's positive sentiment |
|
Call Score |
Overall call quality score based on scorecards configured |
|
Estimated CSAT |
Estimated Customer Satisfaction score derived from AI call analysis |
|
Actions |
Select to open that Location and enter the Genie Dashboard |
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.
Recommended next steps drawn from yesterday's calls, each with a specific action you can take to lift quality, resolution, and customer experience.
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.
A breakdown of what customers talked about most,
grouped into praises, criticisms, suggestions, and barriers so you can spot
patterns worth acting on.
A scorecard for your location showing key metrics like
sentiment, call handle quality, resolution rate, and call volume against team
average and best.
Your highest-scoring agents from yesterday, ranked by
call score, sentiment, calls handled, and resolution, so you know who to
recognize.
The agents with the most room to grow, ranked by the
same metrics so you can direct coaching where it will help most.
The Alerts page is your full queue of notifications
for the location, with the evidence behind each one.
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.
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.
The Detail view gives you the alert name and severity,
a timestamp, and quick chips for the tag, evidence matches, and recipients.
If a location has no alerts yet, you will see a No
Alerts Yet message.
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.
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.
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.
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.
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.
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.
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.
Set the window you want to look at, either the last 7
days or the last 24 hours.
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.
See your answered, spam, missed, outbound, internal,
and total calls, along with your miss rate.
Volume and share for why calls happened, such as New
Opportunity, Existing Opportunity, Service, and Other.
Three gauges give you the headline numbers: Customer
Sentiment and Call Score as percentages, and Estimated CSAT on a 1 to 10 scale.
A chart of calls by weekday, colored by intent type.
Ranked performance metrics for the agents at your
location, including your top performers and anyone who may need coaching.
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.
Both groups show cards with the agent's rank, name,
call score, sentiment, resolution rate, estimated CSAT, calls, and average
duration.
Search by name, or sort the full table by any column.
A searchable list of every conversation at your
location.
Narrow the list by source, call type, direction, or
department. You can also show only processed conversations and hide spam.
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.
The full picture of a single conversation: scores,
summary, scorecard, recording, transcript, and past calls with the same
contact.
You can reach Call Details from several places:
Use the Back control to return where you came from.
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.
The default tab opens with three gauges: Customer Sentiment, Call Score, and Estimated CSAT. Below them you will find:
Play the call with the audio player and follow along
in the timestamped transcript, labeled by speaker.
See previous conversations with the same contact or
account, using the same columns as the Conversation List.
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.
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.
1. Set your location, dates, and filters on a dashboard page.
2. Select Save Snapshot in the header.
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.
Your account information and security settings. Open it from the menu next to your email in the sidebar.
Select Back to return to where you were.