Call Intelligence
Supervisor
Yesterday · 312 calls

Market Signals

Yesterday · 312 calls analysed
Call Volume
312
Calls yesterday
↑ 18 vs prev. period
Top Call Topic
312calls
Tires
#2 Engine Oil 198
#3 VIN Queries 164
Top Demand Signal
47calls
Michelin Pilot Sport 4
Out of stock — 225/45R17
↑ 12 vs prev. period
#2 Castrol EDGE 5W-30 38
Fastest Growing Topic
+34%
VIN Queries
164 calls · was 122 prev. period
↑ Accelerating
Top Keyword
312×
"tire"
— stable vs prev. period
#2 "oil" 248×
#3 "VIN" 196×
Customer Sentiment
7.2/10
Avg. sentiment score
VIN calls dragging — 4.1/10
↓ 0.3 vs prev. period

Demand Intelligence

From call transcripts — unavailable in any other system
⚠ Out of Stock — Demand Continues
+ Never Carried — Customers Asking
↑ Seasonal Surge — Increase Stock
Call Topics — Volume vs Prior Period
Selected period
Prior period
Most Frequent Keywords in Calls
Selected period
Prior period

Operational Metrics

Yesterday · 312 calls
Total Calls
312
↑ 18 vs prev. period
Language Empathy
8.3/10
Avg. empathy score
— stable
Talk Ratio
51%
Operator speaking time
— balanced
Escalation Rate
18%
↑ 3pp vs prev. period
Script Adherence
76%
↓ 2pp vs prev. period
First Call Resolution
69%
↓ 4pp vs prev. period
Operator Comparison
Operator CallsTotal inbound calls handled by this operator in the selected period. ScoreComposite quality score (0–100%) combining script adherence, resolution rate, empathy, and call outcome. Graded A / B / C. FCRFirst Call Resolution — share of calls fully resolved without a callback. EmpathyLanguage Empathy Score (0–10): AI detects empathy signals in operator word choice — acknowledgment phrases, validating language, adaptive tone markers, and absence of dismissive closures. Based on transcript text, not voice. Sent.Average customer sentiment (0–10) at end of calls. Higher = more positive outcome.
Team Skill Gap % failing threshold
Repeated Friction Points
Top Critical Flags
High Friction Topics
❓ FAQ Tracking
All
Script update needed
🏆 Hall of Fame
Score ≥ 95% · Sentiment ≥ 8/10 · Click any call to review
Call #Unique call recording ID. Click to open a player with the full audio and transcript for that call. Topic ScoreComposite quality score for this individual call (0–100%): script adherence, resolution, empathy, customer sentiment. Sent.Customer sentiment (0–10) detected at end of this call by AI transcript analysis.
Operator Alignment by Topic
Score spread across operators — min 3 calls per topic
Topic CallsNumber of calls on this topic in the selected period. AvgAverage quality score across all operators for this topic. Low average = systemic knowledge gap. SpreadThe gap between the lowest and highest individual call scores on this topic. A wide spread means some operators handle it well while others don't — inconsistent training. A tight spread means the team is aligned, for better or worse.