User Guide
User Guide
Operations Manual
The comprehensive guide to managing your AI-powered voice operations, from team setup to case resolution.
1. Welcome & Access
The Unicall Client Portal is your mission control for AI-handled support. Our Internal AI Voice Agents handle your incoming 24/7, escalating only the complex cases that truly need your expertise.
Access Control
- Portal URL:
clients.unicall.ai - Secure OTP: Login requires a verification code sent to your registered email for security.
2. Management & Roles
Configure your organization and team access. These settings are primarily managed by Supervisors.
Roles: Operator vs Supervisor
Operator
Focuses on execution. Can resolve tickets, add notes, and triage calls. Restricted from global settings and user management.
Supervisor
Team leaders with full oversight. Can manage users, edit company info, assign tickets, and audit all platform activity.
Company Users Management
Located under Settings > Company Users. Use this to maintain your team's access.
- Name & Email: Basic identity and login identifier.
- Role: Choose between Operator or Supervisor permission sets.
- Tenant Mapping: Ensures users only see their assigned brands in multi-tenant setups.
Company Profile
Located under Settings > Company Profile. Defines your brand's operational identity.
Identity
Manage Legal Entity vs. Public Display Name (used by AI) and website URL.
Localization
Set Timezone and full Address to ensure accurate scheduling and proximity context.
Contact Points
Define specific emails for Billing Reps and Support Escalation leads.
3. Dashboard & KPIs
Your high-level health report. Monitor AI performance and team workload in real-time.
Mission-Critical Metrics
AI Resolution
The % of calls resolved entirely by AI. Target: >65%.
SLA Health
Active alerts for tickets approaching their resolution deadline.
Total Volume
Total call volume handled within your selected date range.
Analytics Charts
Trends Visualization:Toggle between Call Volume (total count) and Call Duration (average handling time) to identify peak hours and resource needs.
4. Call History & Triage
The record of every AI interaction. Use this view to ensure quality and tackle high-urgency cases using AI insights.
The Priority Filter
This is your most important filter. Calls marked Action Required indicate that the AI could not resolve the case and human intervention is mandatory.
AI Analysis Breakdown
Every call is automatically processed by our LLM to extract actionable data points:
A structured 3-point summary of the customer's request and the agent's attempts.
Visual indicators of the customer's mood and a 1-10 urgency score for rapid prioritization.
Viewing Options
Cards View
Rich visual info, including AI summaries and instant sentiment previews.
Table View
Spreadsheet layout. Optimized for scanning hundreds of calls with rapid scrolling.
Reference Data
Our table view includes a Reference column linking calls to business context:
Manual Ticket Creation
If the AI did not automatically create a ticket but you determine one is necessary (e.g., following a dropped call or complex inquiry), Supervisors and Admins can escalate the call manually.
Open any call in the Call History that doesn't already have a ticket. Click the green Create Ticket button in the top right. The system will pre-fill the customer's details and the AI Summary. You can add internal notes, assign an operator immediately, and the ticket will appear instantly in your Support Inbox.
5. Support Inbox
Where work gets done. Handle AI-escalated tasks and maintain your SLAs.
Lifecycle of a Ticket
Instant Order Access
In the ticket table view, you can now see the Order Number directly between the Customer and Date columns.
IMPACT Priority Scoring
Every ticket is automatically scored on a 0-100 scale measuring problem urgency. The IMPACT label helps your team treat the most critical cases first.
The score is computed from 3 factors:
Issue Type
Cancellations and modifications on unfulfilled orders score highest (time-sensitive). Shipped orders and general inquiries score lower.
AI Urgency
After each call, the AI rates urgency 1-10 based on customer frustration, tone, and issue severity.
Repeat Calls
Customers calling back 2+ times about the same issue get a score boost — a clear signal of unresolved frustration.
Two bonus signals can further increase the score:
- Transfer request (+10 pts): The customer explicitly asked to speak with a human and confirmed they want a support ticket.
- Critical issue detected (+10 pts): Missing items, damaged products, or incorrect orders detected in the description.
Ticket Details Drawer
When you click on a ticket, a side drawer opens with comprehensive context, strictly organized for fast reading:
- Ticket Summary: Always prominently visible at the top. This shows the exact manual instruction provided by a supervisor (if manually escalated), or the core reason for AI escalation.
- AI Conversation Summary: The detailed recap of the call's events, context, and customer sentiment.
- Protocol Steps: Actionable steps suggested by the AI to help you resolve the customer's request effectively.
6. Deep Analysis
Go beyond the surface. Use AI insights to resolve cases faster.
Click on any transcript timestamp (e.g., 0:42) to jump the audio player instantly to that moment.
Sentiment
Positive/Negative icons reflect the customer's mood.
Urgency
AI-generated 1-10 priority score for rapid triage.
AI Summary
A 3-sentence executive summary of the issue.
7. Billing & Invoices
Transparency on financials and payment history. Available to Supervisors.
Financial Overview
The billing page provides a real-time snapshot of your account's financial status:
Invoices
- Audit Trail: Every charge creates an itemized invoice.
- PDF Access: Download digital copies for your accounting department directly from the actions menu.