Analytics
Numbers you can check, or none at all
Every call is recorded as a transcript, searchable, and scored against criteria you write. Where there is no data, the dashboard says so rather than showing a zero.
Search by what was said
Find every call where somebody asked about refunds, not just the ones you remember.
You define what success means
Write the criteria for your business. Each is judged independently, because one prompt scoring five things makes the answers drift together.
Resolution rate counts only scored calls
Dividing by every call lets an unanalysed backlog read as failure. With nothing scored, the answer is “no data” rather than a number nobody measured.
An audit record that cannot be quietly amended
For the conversation that starts “your agent told my customer they would get a refund”. There is no edit for a single entry.