Call Overview
A centralized dashboard for Quality Analysts to review, score, and act upon single recordings using AI-powered insights.
Call #2847365
✅ Call Summary
🔁 Call Playback with Transcript
Transcript
0:05 Hello, thank you for calling customer support. My name is Sarah. How can I help you today?
0:12 Hi Sarah, I'm calling about my latest bill. There's a charge I don't recognize.
0:18 I understand your concern. Could you please verify your account by providing your full name and the last four digits of your account number?
0:25 My name is Michael Brown and the last four digits are 5432.
0:30 Thank you, Mr. Brown. I'm looking at your account now. Can you tell me which charge you're concerned about?
0:38 There's a $49.99 charge for "Premium Services" that I never signed up for. This is ridiculous, you guys always mess up my bill!
0:47 I sincerely apologize for this frustration, Mr. Brown. Let me look into this premium service charge right away.
📈 AI Summary Section
Auto-generated Call Summary
Customer Michael Brown contacted support regarding an unrecognized "Premium Services" charge of $49.99 on his bill. Customer expressed frustration about recurring billing issues. Agent Sarah verified the account and escalated the call to a billing specialist.
Detected Issue
Sentiment Scores
Customer
Agent
Highlighted Keywords & Phrases
📊 Scoring Card Snapshot
Call Quality Grade
AI Confidence
🚨 Flag & Alert Indicators
Escalation Flag
Call escalated to billing department
Repeat Complaint
Third billing issue in last 60 days
Reopened Call
Not applicable
Compliance Violation
None detected
Agent Analysis
Detailed performance analysis of agent communication, process adherence, and coaching opportunities.
Agent Profile
Recent Performance
Compared to team average
🗣️ Agent Communication Metrics
Greeting Delivered
Verification Completed
Empathy Used
Interruptions
Dead Air
Politeness & Clarity
📚 Process & Policy Adherence
| QA Checkpoint | AI Result | QA Override | Final Status | Notes |
|---|---|---|---|---|
| Greeting Script Followed | ✅ | No | ✅ | "Hello, thank you for calling customer support. My name is Sarah..." |
| Customer Verification | ❌ | Yes | ✅ | Done manually at 0:25 |
| 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
"I'm not sure, let me check"
"That's our standard policy for all customers"
"I'll transfer you now to my manager"
📝 Feedback & Coaching Interface
🧮 Agent Scorecard
6 points below agent's average
Comparison to Team Average
📦 Additional QA Tools
🔐 Audit Trail
Empathy Rating: 3 → 4
Customer Verification: ❌ → ✅
First review by QA_Admin1
🗂️ Smart Filters
📊 QA Productivity Dashboard
Optional AI Enhancements
BETASpeed vs Pause Analyzer
Accent Clarity Heatmap
Filler Word Detection
QA Evaluation Module
Evaluate and rate customer calls based on predefined QA parameters.
Call Selection
| Date | Agent | Duration | Customer Name | Call Score |
|---|---|---|---|---|
| 2023-03-01 10:00:00 | John Doe | 10 minutes | Jane Smith | 4.5/5 |
Call Evaluation
Call #28476
AI-generated Transcription:
Customer inquired about product features and pricing.
AI Output Comparison
4/5
Confidence: 90%
4.5/5
Confidence: 85%
4/5
Confidence: 88%
4.2/5
Confidence: 92%
4.5/5
Confidence: 95%
Human QA Score: 4.3/5
AI Score: 4.2/5
Agreement Rate: 85%
Export & Reporting
Settings
Configure your speech analytics platform preferences and customize your workflow.
Settings Menu
Account Settings
Photo by Nikolay
Recommended: Square image, at least 300x300px
Personal Information
Account Security
Appearance Preferences
Theme
Font Size
Medium (Default)
Dashboard Layout
Color Accent
System Configuration
Audio Playback Settings
AI Analysis Preferences
Medium - Balance AI decisions with human oversight