Caller mood
3/5
Professionalism
5/5
Resolution
5/5
no repeat call within 7 days
SwearingFrustrationAsked for a manager
Sensitive data masked
Street addresses
audio bleeped
Summary
A customer called during a plumbing emergency where a burst hose flooded their laundry; the agent quickly guided them to stop the flow, addressed the customer's fear of being stood up again by offering a free callout and a photo ID for the technician, and successfully resolved the issue.
QA scorecard
6/6 passed
Greeting
Identification
Empathy
Hold etiquette
Resolution confirmed
Closing
Coaching: The agent handled a high-stress emergency with excellent composure, effectively de-escalating the customer's anger by addressing the root cause of their fear (previous no-shows) rather than just the immediate leak. The proactive offer to waive the callout fee and the idea of sending a photo ID for the technician were brilliant moves that turned a potential churn risk into a loyal customer.
Tone of voice (AI listened)
mostly happy
Positivity
56%
Energy
74%
calm
18%
happy
48%
angry
11%
Full tone mix
happy
48%
calm
18%
angry
11%
Anger
1/5
Stress
1/5
elevated vocal anger (83%)
Conversation metrics
Lily 60%
0490776066 40%
0
talking over
0s
silence
14s
longest monologue
156
Lily pace (wpm)
204
caller pace (wpm)
—
avg response time
Vocal delivery
Lily
≈ animated
Pitch movement
5.81 st
Volume swing
6.1 dB
0490776066
≈ animated
Pitch movement
4.45 st
Volume swing
5.7 dB
0:00 / 0:00
looping selection — clear
Enterprise · word-accurate
Lily
0490776066
mood — green good, red heated
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