Conversation Intelligence
Conversation Intelligence overview
See how your customer calls really went, with a score, a reason and the evidence for each skill.
Who does what
| Role | What they do |
|---|---|
| Admin | Everything a manager does, and manages the scorecard, the people and the workspace. |
| Manager | Follows teams and agents, handles reviews, asks questions about calls and creates training. |
| Client | Sees the dashboard and calls, and opens case studies shared with them. |
| Agent | Sees their own calls and performance, and can dispute a score. |
How a call gets its score
The call ends
It is turned into text.
AI scores it
Each skill in your scorecard gets a score from 1 to 5.
Evidence is attached
Each score links to the words in the call that led to it.
People act on it
Managers coach, and agents can dispute.
What you can do
- Read a scored call and see the evidence.
- Follow teams and agents from the dashboard.
- Handle disputes and blind reviews.
- Ask questions about your calls and build case studies.
- Create and assign training.