+ How do I login to Sherlock?


  1. Go to http://app.prosodica.com/
  2. Enter your email
  3. Enter your password
  4. Select Submit

+ How do I login to Speech Analytics?

When you select the listen to call button within your evaluation you will be brough to the Speech Analytics login. Once you login you will be brought directly to the call.

If selecting the listen to call button doesn't take you to the call then follow these steps:

  1. Go back to Sherlock
  2. Click the listen to call button again

+ Why can't I Login to Sherlock?

There are a few reasons you may not be able to login:

  1. The login is case sensitive so double check that your email address is typed in all lowercase.

  2. Sherlock is only accessible through Internet Explorer so make sure that’s the browser you’re using.

  3. Try refreshing your page. Sometimes when we make updates the cache needs to be cleared in order for the updates to work.

If you’re still not able to login send an email to support@prosodica.com with the following information:

  1. Subject line should say "Can't Login"
  2. Include your full name in the email
  3. Include your SSO in the email

+ What if I forget my Sherlock password or username?


If you’re still not able to login send an email to support@prosodica.com with the following information:

  1. Subject line should say "Forgot Sherlock Password/Username"
  2. Include your full name in the email
  3. Include your SSO in the email

+ What if I forget my Speech Analytics password or username?

If you’re not able to login send an email to support@prosodica.com with the following information:

  1. Subject line should say "Forgot Speech Analytics Password/Username"
  2. Include your full name in the email
  3. Include your SSO in the email

+ Why does Speech Analytics keep logging me out?

Call Miner signs users out after 30 minutes of inactivity as a security measure. We are working on creating a system that will not require you to constantly sign in to speech analytics

+ What do all these features in speech analytics do?

The only features that you need to interact with for speech analytics are listed below. The rest of the features (scorecards, etc.) can be ignored.

  1. Play button - play audio
  2. Pause button - pause audio
  3. Skip button - skip through audio
  4. Grey bar on audio wave - dead air
  5. Select tagged CQMTs - takes you to that moment in the call
  6. Transcript - text version of the call

+ Why don’t the transcripts match the audio?

The current Speech Analytics software may have accuracy issues around phoneme sequences, but should still provide you with enough reference points to help you find what you’re looking for. We are working on improving the accuracy of speech analytics.

+ How can I hide the left hand navigation panel in Sherlock?

If you’d like more screen room you can hide the navigation panel by selecting the menu button (the 3 horizontal lines icon) next to the Prosodica name in the blue bar.

Call Selection Page

+ How do I know which agents I have to rate?

Sherlock receives it's data from your alignment sheets, so all the agents you see on your call selection page are the agents you are required to evaluate for that month.

+ How do I know how many evaluations I’ve completed per agent?

On the Call Selection page you will see your progress bar for each agent.

Green bars equal the number of evaluations that you’ve completed.
Grey bars equal the number of evaluations you have left to complete.
The total number of bars represents your monthly allotment for that agent.

+ What does the date on the agent ticket found on the Call Selection page mean?

That date on the right hand side of the agent's ticket is the date of your last submitted evaluation for that agent.

Selecting a Call

+ How do I select a call?

Navigate to the Call Selection page by selecting “home” in the left hand navigation panel. Click on the agents name who you’d like to evaluation. Sherlock will automatically select a call for you.

+ How do I know if an agent has an available call?

If you are able to click on an agent then they have available calls. If you go to click on an agent who doesn’t have an available call then you will see a popup notification alerting you that there are no calls.

+ What’s the criteria the system uses to select a call?

When you select an agent to rate, the system will find a usable call based on call length, access to the audio, and call age.

Filling out the Evaluation

+ Why can’t I type in the agent, date or form name field on the evaluation?

These fields are automatically filled in by the system so you won't need to worry about finding this information.

+ How do I leave comments?

To leave a comment, hover over the question and select the dialog icon with the three horizontal lines. A text box will appear under the question. After you save the comment you should notice the icon is now blue to indicate you've successfully left a comment.

If you need to edit a comment, click the comment icon to reopen the comment box.

+ How do I leave a final remarks/Summary?

Scroll to the bottom of the evaluation until you see the Final Remarks text box. You may leave your summary there.

+ How do I get the screen recording?

If you require a screen recording to complete your evaluation, scroll to the bottom of the evaluation and select the "View Screen Capture" button. Follow the directions to get the screen recording

+ How do I submit an evaluation?

When you're ready to submit an evaluation, select the "Submit" button on the floating navigation bar. Once you submit an evaluation you will not be able to re-open the evaluation.

+ Why is my evaluation submission failing?

If you get an error while submitting an evaluation double check that all required fields are filled out. If you're still having issues email support@prosodica.com with the following information:

  1. Subject line should say "Failed Evaluation Submission"
  2. If possible include a screen shot of the evaluation
  3. Include sthe teps to recreate the error

+ How do I know if I’ve completed evaluating a call?

When you submit an evaluation you will know it was successful if you see the progress bar for that agent turn green. You will also receive an email of the completed evaluation with the score.

Listening to a Call/Speech Analytics

+ How do I listen to a call?

You can listen to the call by selecting the "Listen to Call" button on the floating navigation bar. This will take you to the call audio with speech analytics. Here you can play, pause, and skip through the call.

+ How do I find CQMT's in the call player?

In the right hand panel of the speech analytics you will see all the tagged CQMTs. If you select any of those tags you will be taken to that section of the call audio.

+ How do I choose a different call?

If Sherlock feeds you a call that you are unable to evaluate, you can skip a call by selecting the “skip call” button on the floating navigation bar. This will bring up a dialogue box that asks for your reason the call was unusable. Your response will help us continue to tune the system. Once you submit your reason, Sherlock will automatically pull up a new call for the same agent.

Judging a Dispute

+ How do I review a dispute?

In your left hand navigation you will see "Disputes" listed under "Home". Selecting this will take you to all pending disputes. See the Judge FAQ section for more questions about judging a dispute.

+ What happens when I escalate a dispute?

If you decide to escalate your dispute, then that dispute will be sent to the Customer Experience Manager (CEM). Please note that if you've added comments into the thread those comments will not be passed along to the CEM.

+ What if I want to escalate to my manager?

Currently you cannot escalate a dispute to your manager. We are working on a solution within the system. For now email us at support@prosodica.com with the following informaion:

  1. Full Name
  2. Variable5 or the number at the end of the URL
  3. The Manager you'd like to escalate to

Other

+ How do I know what the score of an evaluation is?

You will not be able to see the score of the evaluation through Sherlock. However, once you submit an evaluation you will be sent an email of that evaluation with the score.

+ How do I get back to the call selection page?

You can get back to the call selection page by selecting “home” in the left hand navigation panel. If you select "home" before you submit an evaluation your work will not be saved.

+ How do I save an evaluation?

Currently there is no way to save an evaluation in Sherlock. We're hoping that our system will help you complete evaluations quicker than usual so that you will not require the need to save. If you need to step away from your computer while in the middle of rating a call, simply refrain from closing your browser if possible.

+ How does the QPA get my evaluations?

Currently the system will not be sending your evaluations to the QPA. We are working on a solution, but in the meantime please forward the emails of the evaluation to your QPA.

Agent Evaluations Section

+ What does an evaluation without an icon mean?

On the coaching homepage you will see an image that looks like a document under your agents names. The number of document images correlate with how many evaluations have been completed by a rater for that agent. If there is no icon at the bottom of the evaluation that indicates that you haven't reviewed the evaluation yet.

+ What does the gavel icon mean?

On the coaching homepage you may see a gavel icon in the Agent Evaluations section. This icon indicates that the evaluation has been disputed and judged. Hover over the icon to see the final score.

+ What does the check mark icon mean?

On the coaching homepage you may see a checkmark icon in the Agent Evaluations section. This icon indicates that the evaluation has been reviewed and coached by you.

+ What does the dialog icon mean?

On the coaching homepage you may see a dialog icon in the Agent Evaluations section. This icon indicates that the evaluation is currently in the dispute process.

+ How do I see the score of an evaluation?

You can see the evaluation score in a few ways:

  1. You can hover over the document icon in the Agent Evaluations section to see the score for each evaluations
  2. While you are reviewing an evaluation you can see the score in the upper right hand corner in an orange bubble
  3. You will have emails sent to you will the evaluation and score

+ How do I see final remarks from an evaluation?

You can see the final remarks in a few ways:

  1. You can hover over the document icon in the Agent Evaluations section to see the final remarks
  2. While you are reviewing an evaluation you can see the final remarks at the bottom of the evaluation
  3. You will have emails sent to you will the evaluation and final remarks

+ What is the date shown on the evaluation?

The date shown on the document icon in the Agent Evaluations section is the date the agent took the call.

Disputed Evaluations Section

+ Who’s represented by the phone icon in the disputed evaluations section?

The phone icon represents the agent of the evaluation.

+ Who’s represented in by the gavel icon in the disputed evaluations section?

The gavel icon represents the individual who judged the evaluation. Either the original rater, customer experience manager or rater's manager.

+ Is the score shown in the disputed evaluations section the final score?

If the evaluation is tagged as disputed then the score you see is the current score that was given by the rater. If the evaluation is tagged as judged then the score you see is the final score and you'll see a green checkmark to confirm that's the final score.

+ How do I know when a dispute has been judged?

There are a few ways to know if an evaluation has been judged:

  1. In the agent evaluations section you'll see a gavel icon
  2. In the disputed evaluations section you'll see a tag titled "Judged"
  3. You'll receive an email with the judged evaluation

+ How do I start a dispute?

You can dispute any coaching opportunity that will be highlighted with a red exclamation point icon. Any question that has lost points will result in a coachable opportunity.

  1. When you hover over the coaching opportunity you will notice it will become grey and icons will appear in the right hand corner.
  2. Select the icon with the two speech bubbles. Once you do so you’ll notice the red bar turns yellow and is now labeled Disputed.

+ How to cancel a dispute?

If you change your mind, select the dispute icon in the right hand corner and it’ll return to the previous state of Coachable Opportunity. Please Note, once you submit a dispute you will not be able to re-open the evaluation to make edits.

+ How do I know that I’ve successfully submitted a dispute?

There are a few ways to know if a dispute has been submitted successfully:

  1. In the agent evaluations section you'll see a dialogue icon
  2. In the disputed evaluations section you'll see the evaluation with a tag titled "Disputed"
  3. You'll receive an email with the disputed evaluation

+ How do I open a closed dispute?

Currently you will not be able to open an evaluation once it's been judged. We are working on adding that feature to Sherlock. If you need to see the results you'll have an email with all the information.

Coaching on an Evaluation

+ How do I open an evaluation to coach?

You can open and evaluation by selecting an evaluation underneath one of your agents that does not have an icon (gavel, discussion, checkmark).

Please note, once you submit an evaluation you will not be able to re-open the evaluation. We are working on adding this feature to Sherlock. For now, you will have an email with all the evaluation information you should need.

+ What do the red flags on the eval forms mean?

The red flags indicate coaching opportunities, which are any question that the agent missed. These flags make it easy for you to find what areas to train on.

+ How do I know how many questions the agent missed?

There will be a count visible on the red flags (i.e 1/2) that will indicate how many questions the agent missed.

+ How do I remove the red flags from the evaluation?

You are not required to remove the red flags before you can submit an evaluation.

+ Where do I see the rater’s comments?

Rater comments will appear in red text underneath the relevant question they are commenting on.

+ How do I add comments to an evaluation as a coach?

Currently coaches are unable to add comments to evaluations (besides dispute comments), but we are working on adding this feature to Sherlock.

+ How do I listen to a call?

In order to listen to a call you'll have to open an evaluation. Once you're on the evaluation page you'll be able to select the "Listen to Call" button on the floating navigation bar toward the bottom of the page.

Pending Disputes Section

+ What's the date on the Pending Disputes tickets?

This is the date the agent took the call, not the date of the dispute.

+ What does the clipboard icon in the Pending Disputes section mean?

This is the number of disputed questions on the evaluation.

+ What does the talking bubble icon in the Pending Disputes section mean?

This is an excerpt of the coach's dispute comment.

+ What does the tag icon in the Pending Disputes section mean?

This is the team that was assigned to rating the evaluation.

+ How do I open a disputed evaluation?

Select one of the tickets in the Pending Disputes section and you will be taken to the disputed evaluation.

Judged Evaluations Section

+ What does the phone icon in the Judged Evaluations section mean?

This represents the agent who's been judged.

+ What does the gavel icon in the Judge Evaluations section mean?

The gavel icon represents the individual who judged the evaluation. Either the original rater, customer experience manager or rater's manager.

+ Is the score shown in the Judged Evaluations section the final score?

All scores shown in this section is the final score and you'll see a green checkmark to confirm that's the final score.

+ Can I open a judged evaluation in the Judged Evaluations section?

Currently you will not be able to open an evaluation once it's been judged. We are working on adding that feature to Sherlock. If you need to see the results you'll have an email with all the information.

Judge a Dispute

+ How do I know how many disputed questions are on this evaluation?

There are a couple ways to know how many disputed questions you need to judge:

  1. The number of disputed questions can be found on the navigation bar at the bottom of the page (i.e. "You have 2 disputes to judge")
  2. On the comments thread you'll see the number of disputes in the top right corner (i.e. 1/2)

+ How do I find the rater's and coach's dispute comments?

The disputed question will have a comments thread. You will be able to see both parties comments and will be able to add your own to the thread.

+ How do I find the screen recording?

If you require a screen recording to complete your evaluation, scroll to the bottom of the evaluation and select the "View Screen Capture" button. Follow the directions to get the screen recording.

+ How do I listen to a call?

Once you've selected a dispute and you are on the evaluation page you'll be able to select the "Listen to Call" button on the floating navigation bar toward the bottom of the page.

+ How do I make a judgement on a disputed question?

When you're ready select the Judge button and you'll be able to adjust the response and score as well as add your judgement comment.

+ Why are the disputed response and deduction separate actions I have to make?

We've decoupled the response and score for specific edge cases. For example, if an agent did not handle the call appropriately due to not being trained you can leave the response to represent that they did not correctly handle the call but you can give them full points.

+ How do I submit a Judgement?

When you've judged all the disputed questions you can select the Submit button and the judgement will be finalized.

+ How do I know that I’ve successfully submitted a judgement?

There are a couple ways to know if a dispute has been submitted successfully:

  1. In the judged evaluations section you'll see the judged evaluation
  2. You'll receive an email with the judged evaluation

+ How do I open a closed dispute?

Currently you will not be able to open an evaluation once it's been judged. We are working on adding that feature to Sherlock. If you need to see the results you'll have an email with all the information.