Caller mood
5/5
Professionalism
5/5
Resolution
5/5
Sensitive data masked
Street addresses ×2
audio bleeped
Summary
A customer called to report a strong gas smell near their meter; the agent treated it as an emergency, guided the caller to shut off the gas safely, dispatched a priority fitter, and confirmed the issue was being addressed.
QA scorecard
5/5 passed
Greeting
Identification
Empathy
—
Hold etiquette
Resolution confirmed
Closing
Coaching: The agent handled this emergency call with exceptional composure and clarity. Their immediate assessment of the caller's health and clear, step-by-step safety instructions effectively de-escalated the situation. The friendly yet professional tone throughout ensured the caller felt supported while receiving critical safety advice.
Tone of voice (AI listened)
mostly happy
Positivity
57%
Energy
69%
calm
33%
happy
66%
Full tone mix
happy
66%
calm
33%
Conversation metrics
Lily 69%
0880811097 31%
0
talking over
0s
silence
12s
longest monologue
154
Lily pace (wpm)
180
caller pace (wpm)
—
avg response time
Vocal delivery
Lily
≈ animated
Pitch movement
5.2 st
Volume swing
5.3 dB
0880811097
≈ animated
Pitch movement
6.26 st
Volume swing
6.3 dB
0:00 / 0:00
looping selection — clear
Enterprise · word-accurate
Lily
0880811097
mood — green good, red heated
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