Caller mood
5/5
Professionalism
5/5
Resolution
5/5
no repeat call within 7 days
Sensitive data masked
Credit-card numbers
Card security codes (CVV)
audio bleeped
Summary
The caller contacted the business to pay an invoice for a hot water valve repair and successfully completed the transaction via card. The call ended positively with the caller praising the technician's work.
QA scorecard
4/4 passed
Greeting
Identification
—
Empathy
—
Hold etiquette
Resolution confirmed
Closing
Coaching: This was an excellent, efficient transaction. The agent handled the payment processing smoothly and effectively captured the positive feedback from the caller regarding the technician. No improvements are needed for this interaction.
Tone of voice (AI listened)
mostly calm
Positivity
59%
Energy
57%
calm
69%
happy
12%
strained
18%
Full tone mix
calm
69%
sad
18%
happy
12%
Conversation metrics
Marcus 55%
0438109266 45%
0
talking over
0s
silence
10s
longest monologue
123
Marcus pace (wpm)
130
caller pace (wpm)
—
avg response time
Vocal delivery
Marcus
≈ animated
Pitch movement
6.19 st
Volume swing
6.8 dB
0438109266
≈ animated
Pitch movement
4.17 st
Volume swing
5.0 dB
0:00 / 0:00
looping selection — clear
Enterprise · word-accurate
Marcus
0438109266
mood — green good, red heated
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