Frequently Asked Questions¶
General¶
What is CallCoach?
CallCoach is an AI-powered call quality analysis platform by Icana.AI. It automatically analyses call recordings and chat transcripts, providing detailed performance reports and actionable insights for call centre managers, team leaders, and agents.
Who uses the CallCoach Dashboard?
Typically Call Centre Managers/Team Leaders (to oversee performance, manage agents, configure settings, and access reports), Administrators (to manage user access and organisation-level settings), and Agents (to receive reports and provide feedback).
Which browsers are supported?
Google Chrome (recommended), Mozilla Firefox, Microsoft Edge, and Safari. Internet Explorer is not supported.
What kind of files can I upload to CallCoach?
CallCoach supports .mp3, .wav, .mp4, and .opus formats. Maximum file size is 200MB per file. For .mp4 files, CallCoach extracts the audio for analysis.
How often is data updated in the dashboard?
Call processing may occur daily. Analytics and reports may be updated daily or on a different schedule depending on your setup. The Weekly Highlights reflect the past 7 days. Metrics are refreshed weekly, typically on Sundays.
What is the 7-day smoothing window?
Trend graphs use a 7-day smoothing window: each data point represents an average of that day's value plus 3 days before and 3 days after. This reduces daily fluctuations and helps spot genuine trends.
Account & Profile¶
How do I log in?
You'll log in using Single Sign-On (SSO) provided by Auth0. Your administrator provides credentials and the login URL. See Getting Started.
How do I change the dashboard language?
Go to your profile (click your username in the top-right corner → My Profile) and choose your preferred language (English, Spanish, or Portuguese). See Language Settings.
How do I change the theme (light/dark mode)?
Navigate to My Profile → Personalisation section and choose Light, Dark, or System. See Changing Theme.
Can I turn off feature update emails?
Yes. Go to My Profile → Email Preferences and toggle the switch. See Email Preferences.
How do I bookmark pages?
Click the bookmark icon in the navigation bar on any page. You can bookmark up to 3 pages. See Bookmarks.
How do I set a custom homepage?
Bookmark a page, then click the house icon next to it in your profile dropdown. See Setting a Custom Homepage.
Reporting¶
How often are reports generated?
Reports are generated automatically after each call recording is processed. Weekly snapshot reports refresh on Sunday nights and are available Monday mornings.
Can I export reports?
Individual reports can be saved as PDF using the Print/Save PDF button. Performance graphs can be downloaded as PNG images. Direct CSV/Excel bulk export is not currently available through the dashboard — contact support@icana.ai. See Exporting Data.
How far back can I view historical data?
Report Search supports up to 6 weeks of date range. Custom Performance Graphs support up to 6 months of historical data.
AI and Analysis¶
How accurate is the AI analysis?
AI accuracy improves over time with feedback. You can track accuracy on the Training Progress dashboard.
How can I improve the AI's accuracy?
Provide regular feedback on reports using the thumbs up/down system. Focus on reports where the AI was significantly incorrect and provide detailed explanations. See Providing Feedback.
Does CallCoach analyse chat conversations?
Yes, CallCoach can analyse both voice recordings and chat transcripts. Chat analysis is a premium add-on feature configured separately. See Chat Settings.
Access and Permissions¶
How do I reset my password?
Click the Forgot Password link on the login page and follow the instructions sent to your email.
How do I add new users?
Administrators can add new users from User Management.
What's the difference between an Agent and a User?
An Agent is a call centre agent whose calls are analysed (profile in Agent Management). A User is someone who can log into the dashboard (account in User Management). An agent can also be a user. See Agents vs Users.
Who should I contact for support?
For organisational issues (data, agent setup, user access), contact your internal CallCoach Administrator. For technical problems, contact Icana.AI Support at support@icana.ai or use the chat widget in the bottom-right corner of the dashboard.