Voice Analysis
Transcript, quality form, outcome code — all automatic.
01 · Who said what
The moment the conversation ends, the voices separate: customer, agent, another line. Every sentence is tied to a speaker, time-stamped. If a voice you know speaks again, its profile matches on its own.
02 · Quality form
Communication skills, process and knowledge handling, sales skills, critical errors — scored automatically in four categories. Spot a mistake, fix it in one click: the form updates instantly and the original value stays stored for comparison. Who corrected what and when — on the panel.
03 · Outcome code
Every conversation passes through a chain of main category, subcategory, outcome code. Checkpoints ('was a payment plan offered?') are marked Yes/No. Send it to the field, pull it into the panel, hand it to your team as a single line.
04 · Reports
Average call duration, satisfaction, topic mix — for every agent, every shift, every day. The weekly digest writes itself; if a rough edge isn't smoothing out, it flags the supervisor. Which agent struggles in which scenario — visible at a glance.
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