Caller mood
4/5
Professionalism
5/5
Resolution
5/5
Sensitive data masked
no sensitive data detected in this call
Summary
The caller dialed the wrong number, mistaking the plumbing service for a pizza place, but the agent handled the mix-up with humor and a friendly resolution before the caller hung up.
QA scorecard
5/5 passed
Greeting
Identification
Empathy
—
Hold etiquette
Resolution confirmed
Closing
Coaching: Your handling of the wrong number scenario was excellent; you used humor effectively to diffuse any potential awkwardness while maintaining professionalism. Continue this approach as it leaves a positive impression even when the call wasn't for your specific services.
Tone of voice (AI listened)
mostly calm
Positivity
40%
Energy
69%
calm
34%
angry
33%
surprised
33%
Full tone mix
calm
34%
surprised
33%
angry
33%
Anger
4/5
Stress
4/5
elevated vocal anger (99%)
Conversation metrics
Marcus 65%
Wayne Kasprzak 35%
0
talking over
0s
silence
5s
longest monologue
151
Marcus pace (wpm)
164
caller pace (wpm)
—
avg response time
Vocal delivery
Marcus
≈ animated
Pitch movement
6.26 st
Volume swing
6.8 dB
Wayne Kasprzak
≈ animated
Pitch movement
3.7 st
Volume swing
5.8 dB
0:00 / 0:00
looping selection — clear
Enterprise · word-accurate
Marcus
Wayne Kasprzak
mood — green good, red heated
drag to loop a section · scroll to zoom · space plays/pauses · ←/→ skip 5s