Call Intelligence
Supervisor
Yesterday · 312 calls

Bank Signals

Yesterday · 312 calls analysed
Call Volume
312
Calls yesterday
↑ 18 vs prev. period
Top Call Topic
98calls
Loan Enquiries
#2 App Support 84
#3 Card Issues 61
Top App-Solvable Call
84calls
App Navigation
Should resolve in-app — not via agent
↑ 11 vs prev. period
#2 Balance Check 67
Churn Risk Signals
+28%
Competitor mentions
29 calls · TBC, Liberty, Bogi
↑ Accelerating
Top Competitor Keyword
19×
"TBC"
— stable vs prev. period
#2 "Liberty" 7×
#3 "Bogi" 3×
Customer Sentiment
7.8/10
Avg. sentiment score
Compliance calls dragging — 5.2/10
↓ 0.2 vs prev. period

Digital Deflection Intelligence

From call transcripts — unavailable in any other system
📱 App-Solvable — Customers Still Calling
⚠ Churn Signals — Detected in Calls
💬 Product Interest — Detected in Calls
Regulatory Compliance Rate by Call Type
28% of calls show disclosure gaps — legal exposure
Sentiment by Product
Positive
Neutral
Negative
🔴 Churn Risk Phrases — Extracted from Calls
This data doesn't exist in your CRM — it only lives in your calls
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
8.1/10
Avg. empathy score
— stable
Avg Handle Time
4:38
Minutes per call
↑ 0:22 vs prev. period
Escalation Rate
14%
↑ 2pp vs prev. period
Compliance Rate
72%
↓ 3pp vs prev. period
First Call Resolution
74%
— stable
Agent Comparison
Agent CallsTotal inbound calls handled by this agent in the selected period. ScoreComposite quality score (0–100%) combining compliance, resolution rate, empathy, and call outcome. FCRFirst Call Resolution — share of calls fully resolved without a callback. EmpathyLanguage Empathy Score (0–10): AI detects empathy signals in agent word choice. Compliance% of calls where all required regulatory disclosures were made (APR, guarantee scheme, early repayment terms).
Team Skill Gap % failing threshold
Repeated Friction Points
Top Critical Flags
High Friction Topics
❓ FAQ Tracking
All
FAQ or App UX improvement 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.