Metrics
Agent's Behaviour
Response Time
2.3s avg
Tone Shifts & Silences
Tone Changes
12 detected
Long Silences
3 (>3s)
Emotional Phrases
angry
frustrated
satisfied
Call Volume Trends
Sentiment Analysis
Transcript
Live Transcript History
01
Good morning, thank you for calling TechSupport. My name is Sarah. How may I assist you today?
02
Hi Sarah, I'm having trouble with my internet connection. It's been really slow since this morning.
03
I understand how frustrating that must be. Let me run a quick diagnostic on your line to see what's happening.
04
Please hold for just a moment while I check your connection status...
05
I can see there was a brief outage in your area this morning. Let me reset your connection from our end.
06
That would be great. How long will this take?
07
It should only take 2-3 minutes. I'm sending a refresh signal to your modem now.
08
Perfect, I can see your speeds are back to normal. You're all set!
Suggested Answer
"Thank you for your patience. I've successfully resolved the issue and your internet speeds should be back to normal. Is there anything else I can help you with today?"
Suggestions
Recommended Responses
"I understand your frustration. Let me resolve this immediately."
"Thank you for your patience. I'll have this fixed shortly."
Next Actions
- Escalate to technical team
- Schedule follow-up call
- Offer compensation
Performance Tips
Average Handle Time:
4.2 min (target: 3.5 min)
Customer Satisfaction:
92% - Excellent
Smart Suggestions
Based on customer tone:
Customer sounds frustrated. Offer immediate solution and apology.
Based on keywords:
Mentioned "billing issue" - transfer to billing department.
AI-Powered Insights
Sentiment Analysis
Customer sentiment: 85% positive after resolution
Response Quality
Your responses are 23% faster than team average
Training Recommendations
Dashboard Training
Text Analytics
Controls Overview
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