What you can do
Searchable transcript and player
Search the transcript, move between matches and bookmark the parts that matter. Clicking a marker starts the audio from that exact moment.
Overall score and sub-scores
Each call is scored with an overall figure and a sub-score average. "What drives the score" spells out which strong point carried the result.
Speaker metrics
Talk ratio, interruptions, the longest monologue, empathy and the use of open-ended questions are measured separately for agent and customer.
Risk, opportunity and compliance
Risk analysis and a risk score list the critical moments and opportunity signals. The checklist shows whether required lines were actually said.
Coaching plan
A performance heatmap and team benchmark point to the growth area. Manager notes are added, the plan is saved and turned into tasks.
From analysis to action
While listening you create a task or an appointment and leave a coaching note on the critical moment. When done, mark the analysis as reviewed.
A REAL SCENARIO
A real working day
The flow that helps a team decide before a meeting
A new rep's first week
On Thursday the team lead opens three of the new rep's calls. Talk ratio and interruption counts show the problem at a glance, and a coaching note is left on the critical moment. Friday's one-to-one is built on the recording itself rather than on impressions.
Who is it for?
It suits teams with high call volume that do not want quality review to depend only on sample listening and want coaching conversations grounded in concrete records.
SETUP PLAN
How to start
Verify recording and access policy first.
Choose the first two conversation signals you want to inspect.
Confirm findings alongside a representative's review.
Content verified:
ANSWER CENTER
Frequently asked questions
Explore the questions teams ask before deciding, with short and direct answers.
Open a question to see the scope of the product and its practical boundaries.
What exactly does Call Analysis do?
Call Analysis turns accessible recordings into searchable conversation signals so teams can review recurring customer needs and follow-up points.
Who is Call Analysis for?
It suits teams with high call volume that do not want quality review to depend only on sample listening and want coaching conversations grounded in concrete records.
What can I do with Call Analysis?
Searchable transcript and player: Search the transcript, move between matches and bookmark the parts that matter. Clicking a marker starts the audio from that exact moment. Overall score and sub-scores: Each call is scored with an overall figure and a sub-score average. "What drives the score" spells out which strong point carried the result. Speaker metrics: Talk ratio, interruptions, the longest monologue, empathy and the use of open-ended questions are measured separately for agent and customer. Risk, opportunity and compliance: Risk analysis and a risk score list the critical moments and opportunity signals. The checklist shows whether required lines were actually said. Coaching plan: A performance heatmap and team benchmark point to the growth area. Manager notes are added, the plan is saved and turned into tasks. From analysis to action: While listening you create a task or an appointment and leave a coaching note on the critical moment. When done, mark the analysis as reviewed.
What does Call Analysis look like on a real working day?
A new rep's first week. On Thursday the team lead opens three of the new rep's calls. Talk ratio and interruption counts show the problem at a glance, and a coaching note is left on the critical moment. Friday's one-to-one is built on the recording itself rather than on impressions.
How should a team start with Call Analysis?
Verify recording and access policy first. Choose the first two conversation signals you want to inspect. Confirm findings alongside a representative's review.
What does Call Analysis not replace?
The tool does not replace recording consent, retention rules, or local law, and analysis does not claim to interpret every nuance of a conversation with certainty.
Which industry was Call Analysis verified for?
The verified industry scenario for Call Analysis is Auto Service. The industry page shows that end-to-end workflow.
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