Real-time AI analysis that reveals what makes great conversations great. Track quality, sentiment, and actionable insights across every call with intelligent automation.
Full conversation with sentiment analysis
Good afternoon, thank you for calling. This is Sanjay from Talkwisely Support. How may I help you today?
Hi Sanjay. I'm calling about our call analytics dashboard — the sentiment scores seem off since last week.
I understand. Let me pull up your account. I can see there was a model update on Thursday that may have affected scoring. Let me check the details.
That lines up — we noticed the change on Friday morning. Our team flagged several calls that were marked negative but sounded fine.
You're right. The update adjusted sensitivity thresholds. I've recalibrated your account to the previous settings and queued a re-analysis of last week's calls. You should see corrected scores within the hour.
That's exactly what we needed. Thanks for the quick fix, Sanjay!
Happy to help! I'll also set up an alert so you're notified automatically if scoring thresholds change in the future.
That would be great. Really appreciate the thorough support. Have a good day!
Detailed performance across key metrics
Mandatory call opening standards criteria met
Excellence rating
Key conversation insights at a glance
Call Type
INBOUND · ANSWERED
Total Duration
00:01:25
Interruptions
2 (Low)
Agent WPM
142
55% of total talk time
Customer WPM
118
45% of total talk time
Emotional tone throughout the conversation
Emotional tone over the call duration
Customer Peak
+3
Customer Low
-2
Agent Peak
+3
Agent Low
0
Essential details and conversation flow
Customer
Rahul Sharma
Agent
Neha Kapoor
Company
Zenith Solutions Pvt Ltd
Call Type
Inbound · Support
Resolution
Resolved on Call
Agent greets customer and verifies account details for Zenith Solutions
Customer inquires about upgrading their current subscription plan
Agent explains available plan options and pricing differences
Customer requests a walkthrough of premium features and billing cycle
Agent processes the plan upgrade and confirms new billing details
Call concludes with confirmation email sent and next steps outlined
AI-powered coaching opportunities and follow-up tasks
Customer was clearly articulate about the issue, reducing resolution time significantly
Agent demonstrated strong product knowledge when explaining plan options and pricing
Positive rapport established through active listening and use of customer's name
Call resolved in under 2 minutes — well below the 4-minute team average
No hold time recorded — agent had all required information readily available
Customer tone shifted from neutral to positive after agent explained the upgrade benefits
Agent used open-ended questions effectively to understand the customer's exact needs
Offer proactive plan comparisons when customers inquire about upgrades
Confirm billing changes verbally before processing to reduce disputes
Send follow-up summary emails within 30 minutes of call resolution
Use customer name at least twice during the conversation for rapport
Summarise key points before ending the call to ensure mutual understanding
Mention available self-service options for common account changes
Flag high-satisfaction calls for team training and best-practice sharing
Automated quality assurance checks
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