Enhancing Post-Call Feedback System

This document outlines the modifications made to the post-call feedback system. The improvements focus on providing structured coaching feedback to care managers, highlighting strengths, opportunities for improvement, and relevant scores related to conversation quality.

Step 1

Observe the initial change in the post-call feedback as requested by Dana. When you navigate to the post-call feedback section, you will notice a slight modification in its layout.

Step 2

The conversational alliance gauge continues to function as before, displaying the conversational alliance metrics. However, the accompanying text at the bottom has been revised. It now serves as a coaching guide for the care manager, offering insights into the nature of the conversation.

Step 3

In the case of a post-hospital call aimed at supporting a member, any challenging interactions or difficult content will be documented here. The feedback will include commendations for the care manager's performance and constructive criticism to highlight areas for improvement.

Step 4

Concluding the feedback, supportive and encouraging remarks will be addressed to the care manager. The feedback might be formatted into small, structured paragraphs, ensuring clarity. This structured feedback will also be reflected in the inside dashboard, alongside scores related to empathy, tone, and style.

Step 5

The scores for empathy, tone, and style will continue to be accessible in the inside dashboard, maintaining the previous format.