> ## Documentation Index
> Fetch the complete documentation index at: https://docs.reddy.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Using Live Assist

> Real-time guidance and QA tracking during customer calls

## During Your Call

* Desktop app runs in the background
* Transcript displays in real-time
* QA checklist tracks requirements
* AI assistance available on demand

## Product Verification

Reddy auto-detects the product based on queue name (95% accuracy) and displays the appropriate QA checklist.

**Verify product accuracy:** Check that the displayed product matches your call. If incorrect, manually select the correct product from the dropdown.

**Manual override:** The QA checklist and grading adjust when you change products.

<Warning>
  Product swaps are limited to products assigned to your agent profile. Keep your assigned products updated.
</Warning>

<Note>
  Completed QA items won't show as checked after product change, but post-call grading ensures your score reflects actual performance.
</Note>

## Post-Call Feedback

After each live call, review your personalized performance analysis.

**Feedback Panel:**
Click **"Feedback"** in the post-call pop-up to open deeper call insights with action-ready summaries.

**What You'll See:**

**Agent Areas of Improvement:**
Customizable summary highlighting key wins, compliance gaps, and next-best actions prioritized for quick follow-up.

**Agent Strengths:**
Recognition of what you did well—specific skills and behaviors you demonstrated effectively.

**Call Summary:**
Overview of the customer interaction, key discussion points, and resolution details.

**QA Item Breakdown:**

* **Missed QAs:** Requirements you didn't complete (shown in red)
* **What Went Well:** Requirements you completed successfully (shown in green)

## Core Features

<AccordionGroup>
  <Accordion title="Transcript Panel">
    The transcript shows everything said during the call in real-time. Review what the customer said if you missed it.

    **Auto Scroll:** Automatically follows the conversation to the latest verbiage.

    **Manual Control:**

    * Scroll up to reference earlier call moments
    * Auto scroll disables when you scroll up
    * Click **"Scroll to End"** to return to the current part and re-enable auto scrolling
  </Accordion>

  <Accordion title="QA Checklist">
    The QA checklist shows required steps for every call.

    * Follow checklist to ensure smooth call flow
    * **Hover over QA items** to see specific requirements
    * Collapse completed items to focus on what's next

    <Tip>
      QA items automatically collapse when completed. Collapse manually to keep your view focused.
    </Tip>
  </Accordion>

  <Accordion title="Toggle Between Checklist and Transcript">
    Click between QA checklist and transcript panel as needed during calls.

    * QA checklist: Track call requirements
    * Transcript panel: Review conversation details
  </Accordion>

  <Accordion title="Ask Reddy">
    When a customer asks a question you don't know, use Ask Reddy instead of putting them on hold.

    * Click the **"Ask Reddy"** button in your application interface
    * Reddy analyzes the recent transcript to infer the question
    * AI searches all company documents instantly
    * Get accurate answers in seconds

    <Tip>
      Ask Reddy pulls from your company's knowledge base. If answers seem incomplete, suggest your manager upload additional training materials.
    </Tip>

    [Ask Reddy overview →](/manual/ask-reddy)
  </Accordion>

  <Accordion title="Call Summary">
    Click the **Summary** button during a call to get key call details: caller name, email, phone, address, and brief summary.

    <Frame>
      <img src="https://mintcdn.com/reddy-376a6c19/WLhkCW92zpG7CsX0/manual/images/agent-call-summary.png?fit=max&auto=format&n=WLhkCW92zpG7CsX0&q=85&s=a527f0bbb42e13bb3068060be59ff1d9" alt="Call summary panel showing key customer details" width="548" height="608" data-path="manual/images/agent-call-summary.png" />
    </Frame>

    **Pro Tip:** Hover over any detail to reveal a copy icon. Click to copy, then paste into your internal tools.

    <Info>
      Summary details are customized for your company's needs. Need additional details summarized? Ask your manager.
    </Info>
  </Accordion>
</AccordionGroup>