Caller mood
4/5
Professionalism
5/5
Resolution
5/5
no repeat call within 7 days
Sensitive data masked
Street addresses ×2
audio bleeped
Summary
A caller reported a burst pipe in their kitchen late at night; the agent immediately guided them to shut off the water main, confirmed the emergency plumber was dispatched, and provided clear next steps, resulting in a highly satisfied customer.
QA scorecard
4/4 passed
Greeting
—
Identification
Empathy
—
Hold etiquette
Resolution confirmed
Closing
Coaching: The agent handled a high-pressure emergency call with exceptional composure and efficiency. By quickly guiding the caller to stop the leak before dispatching a plumber, the agent demonstrated excellent problem-solving skills and reduced the caller's anxiety significantly. The clear explanation of pricing options and the warm, reassuring closing left the customer feeling well-supported.
Tone of voice (AI listened)
mostly calm
Positivity
47%
Energy
65%
calm
47%
happy
32%
strained
5%
Full tone mix
calm
47%
happy
32%
Anger
0/5
Stress
1/5
Conversation metrics
Lily 65%
0440461162 35%
0
talking over
0s
silence
11s
longest monologue
166
Lily pace (wpm)
182
caller pace (wpm)
—
avg response time
Vocal delivery
Lily
≈ animated
Pitch movement
4.72 st
Volume swing
5.2 dB
0440461162
≈ animated
Pitch movement
4.8 st
Volume swing
6.0 dB
Tone didn't match the words — how it was said diverged from what was said
calm words, frustrated tone — “Right, done. The hissing in the wall has stopped.”
positive words, negative tone — “No, the wall's soaked. I want it looked at tonight.”
0:00 / 0:00
looping selection — clear
Enterprise · word-accurate
Lily
0440461162
mood — green good, red heated
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