Overview
Call ID: #CR-20230615-0042
Call Summary
Duration
12:43
Date/Time
June 15, 2023 - 10:24 AM
Agent
John Smith
Customer
Sarah Johnson
Query Type
ComplaintResolution Status
EscalatedCall Playback
Transcript
AI Summary
AI GeneratedCustomer called regarding delayed order ABC123456. Expressed frustration about repeated issues. Agent struggled to locate order information and escalated to supervisor.
Customer Sentiment
Agent Sentiment
Highlighted Keywords:
Scoring Card
Flags & Alerts
- Escalation Flag
- Repeat Complaint
- Compliance Violation
Customer Analysis
Call ID: #CR-20230615-0042 | Customer: Sarah Johnson
Voice & Sentiment Insights
Emotion Trend Line
Key Emotional Phrases
Tone Shifts
Long Silence Detection
Customer Intent & Pain Point Detection
Detected Intent
ComplaintAI-highlighted Pain Points
Delay in Delivery
Primary issue - package over 7 days late despite express shipping.
Repeat Contact
Customer reports this is their 3rd contact about the same issue.
No Status Updates
Customer received no delivery status updates since purchase.
Customer Experience Score
AI GeneratedDerived from:
Compared to similar calls
-15 points below average
Keywords & Themes
Frequently Used Words
Theme Cloud
Compliance-Sensitive Words
"report to consumer protection"
10:27 - Medium severity
"false advertising"
11:13 - Low severity
Quick Actions
Agent Analysis
Call ID: #CR-20230615-0042 | Agent: John Smith
Agent Communication Metrics
Greeting Delivered
"Good morning, this is John..."
Verification Completed
Empathy Used
4/5 - Good use of empathy phrases
Interruptions
3 (Flagged)Occurred at 02:14, 05:32, 08:47
Dead Air
7 secondsLong pause after customer question
Politeness & Clarity
82%
Optional AI Enhancements
Speech Rate Score
145 wpmFiller Word Detection
High (15)Accent Clarity
High (92%)Process & Policy Adherence
| QA Checkpoint | AI Result | QA Override | Final Status | Notes |
|---|---|---|---|---|
| Greeting Script Followed | No | "Good morning, this is John..." | ||
| Customer Verification | Yes | Done manually | ||
| Refund Policy Explained | No | Agent skipped the process detail | ||
| Transfer/Escalation SOP | No | Transferred to Floor Manager | ||
| Resolution Summary Given | No | Call ended without closure |
Coachable Moments & Tagging
Tags
Time-stamped Quote Tagging
"I'm not sure, let me check"
"Let me transfer you to my manager"
Feedback & Coaching
Agent Scorecard
Compared to Team Average
62
72
78
88
+6 above team average
Quick Actions
Audit Trail
Call ID: #CR-20230615-0042 | Last Updated: June 16, 2023 - 2:45 PM
Action Timeline
QA Score Override
Jessica Chen changed score from 74 to 78
Feedback Created
Jessica Chen added coaching feedback
Compliance Status Updated
Jessica Chen updated verification status to "Done manually"
Call Review Started
Jessica Chen started review
AI Analysis Completed
System automatically analyzed call
Call Flagged for Review
System flagged as "Compliance Risk"
Call Recorded
Call with Sarah Johnson completed
AI vs QA Decision Deltas
Final QA Score
Customer Verification
Empathy Rating
Call Quality Grade
Overall Disagreement
ModerateCall History
Status
ReopenedFirst Review
June 15, 2023 - 3:30 PMBy: Mark Johnson (QA Team Lead)
Current Review
June 16, 2023 - 2:45 PMBy: Jessica Chen (QA Analyst)
Reopened Reason
Version Control
Smart Filters
Filtered Calls (4)
John Smith & Sarah Johnson
June 15, 2023 - 10:24 AM | 12:43
John Smith & Michael Brown
June 15, 2023 - 9:15 AM | 8:22
John Smith & David Lee
June 14, 2023 - 3:40 PM | 5:17
John Smith & Emily Wilson
June 14, 2023 - 2:10 PM | 15:33
Bulk Actions
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Bulk Tagging
Bulk Reassign for QA Review
Bulk Export
QA Productivity Dashboard
Calls Reviewed
42
+15% vs last week
Disagreements with AI
18%
+3% vs last week
Pending Reviews
7
-2 vs yesterday
Avg. Review Time
14:20
-2:15 vs last week
Top Tagged Issues
Weekly Review Volume
