Caller mood
4/5
Professionalism
5/5
Resolution
5/5
no repeat call within 7 days
Sensitive data masked
no sensitive data detected in this call
Summary
A customer called to negotiate the price for a toilet installation at a rental property after receiving a lower quote from a competitor. The agent explained the hidden costs of the competitor's offer, negotiated a discounted price with an added complimentary service, and successfully booked the appo
QA scorecard
5/5 passed
Greeting
Identification
Empathy
—
Hold etiquette
Resolution confirmed
Closing
Coaching: The agent handled a price-sensitive negotiation exceptionally well by immediately addressing the hidden costs in the competitor's quote. This proactive approach allowed for a natural concession that satisfied the customer without compromising the core service value. Excellent use of local colloquialisms ('dunny', 'ute') helped build rapport and trust with the caller.
Tone of voice (AI listened)
mostly calm
Positivity
51%
Energy
66%
calm
43%
happy
22%
surprised
10%
Full tone mix
calm
43%
happy
22%
surprised
10%
Conversation metrics
Lily 66%
0412392523 34%
0
talking over
0s
silence
12s
longest monologue
153
Lily pace (wpm)
178
caller pace (wpm)
—
avg response time
Vocal delivery
Lily
≈ animated
Pitch movement
4.94 st
Volume swing
5.9 dB
0412392523
≈ animated
Pitch movement
4.89 st
Volume swing
5.8 dB
0:00 / 0:00
looping selection — clear
Enterprise · word-accurate
Lily
0412392523
mood — green good, red heated
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