Caller mood
4/5
Professionalism
5/5
Resolution
5/5
Sensitive data masked
no sensitive data detected in this call
Summary
A customer called to request a quote for replacing an aging hot water system before winter; the agent provided detailed options, clarified the rebate process, and confirmed that written quotes would be emailed to the customer.
QA scorecard
5/5 passed
Greeting
Identification
Empathy
—
Hold etiquette
Resolution confirmed
Closing
Coaching: The agent handled this inquiry with excellent rapport, successfully balancing professional expertise with a conversational tone that matched the customer's colloquial style. The proactive explanation of the rebate process and the clear contingency plan for a potential breakdown demonstrated strong problem-solving skills and customer care.
Tone of voice (AI listened)
mostly calm
Positivity
56%
Energy
71%
calm
46%
happy
16%
strained
23%
Full tone mix
calm
46%
sad
21%
happy
16%
Conversation metrics
Marcus 67%
Golden Grove Bakeh 33%
0
talking over
0s
silence
12s
longest monologue
162
Marcus pace (wpm)
183
caller pace (wpm)
—
avg response time
Vocal delivery
Marcus
≈ animated
Pitch movement
4.64 st
Volume swing
5.4 dB
Golden Grove Bakeh
≈ animated
Pitch movement
4.45 st
Volume swing
6.8 dB
0:00 / 0:00
looping selection — clear
Enterprise · word-accurate
Marcus
Golden Grove Bakeh
mood — green good, red heated
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