Is Your Operation Getting Better?
Read the Trend, Not the Number.
Outcomes shows whether your customers stop calling back, whether promises get kept, whether coaching moves scores and whether at-risk callers stay — priced with your own figures — alongside quality, compliance and satisfaction trends, a maturity score that names what would move it up, and, if you put an AI on the phone, what each of its calls amounted to and what a resolved call cost.
Team Outcomes, People and AI Together
Repeat contact within a window you choose, commitments kept by their deadline, how agents’ scores move in the 30 days after coaching, at-risk callers still a customer 30 days later — judged from NISC disconnect dates where connected — and field visits after a call. Months still settling are labelled, never headlined.
Priced With Your Own Figures
The Value tab turns those outcomes into money using numbers your admins enter — cost per handled call, monthly revenue per customer, cost per truck roll — with the arithmetic shown on every line. A figure nobody entered reads “not entered”, never $0.
Trend First, Number Second
Every metric leads with whether it is improving, flat or declining across up to twelve months, then shows the sparkline, then the latest value. A flat 41% and a climb from 22% to 41% are different stories — a single tile tells them the same way.
Quality and Compliance by Month
Mean call score and compliance rate month by month, graded against your own rubric and compliance rules. Calls your AI voice agent answers are deliberately left out of a rubric written for people.
Two CSAT Instruments, Never Blended
Survey CSAT is what customers told you. Inferred CSAT is the AI’s per-call read of how the conversation landed, across every scored call. Both are charted side by side, labelled, and never averaged together.
AI Operating Maturity Score
A 100-point score across five dimensions — outcomes, operating model, training, trust and business discipline — computed from what your system actually did, not from a questionnaire. Every point you have not earned comes with a sentence saying what would earn it.
What the AI Voice Agent Resolved
For teams running the AI voice agent: the share of calls it resolved end to end, the share that reached a person, whether the AI disclosure played, and estimated cost per resolved call — with every finished call stacked by outcome, month by month.
Handoff Quality
When the AI hands a caller over: median and 90th-percentile time to a person, how many people were rung, and whether the account context and call summary were ready before your agent picked up.
Numbers You Can Take Into a QBR
An outcome report is only useful if nobody has to footnote it later. These rules are built into how every figure on the page is computed.
Small months show a dash, not a percentage. Below ten counted calls in a month, rates are withheld. One escalation out of three calls is three calls, not a 33% escalation rate — and a trend built on that would be an artefact of volume.
Resolved means resolved, not deflected. Dropped calls and calls cut off at the duration limit count against the resolution rate, never toward it. The fastest way to improve the headline number is not to get worse at answering the phone.
Cost is per resolved call, and stated as a floor. Cost per call falls whenever an AI gives up faster, so we divide by calls it actually resolved. The figure is model spend only and is labelled as a lower bound — carrier minutes are not included.
The AI is not graded on your people’s rubric. A rubric written to develop a person says nothing true about an AI, so AI-answered calls are kept out of your quality averages. They are judged on what they resolved, what they handed over, and what they cost instead.
A measurement that could not be taken says so. Field visits stay “not measured” until your NISC tickets report truck rolls, and retention is labelled billing data, partly estimated or estimate depending on how it was judged — never a confident zero.
A partial month says it is partial. If a month was computed from an incomplete read, a notice names the month above every chart, instead of quietly showing a lower number.
Every team
Team outcomes, value, quality and maturity
The Team and Value tabs, call quality and compliance trends, survey and inferred CSAT, and the AI operating maturity score. None of it needs an AI on the phone — a fully human team gets the same questions answered, and the maturity score is most useful to the teams furthest from the top of it.
Teams running the AI voice agent
Plus containment, cost and handoffs
Once the voice agent takes calls, three more panels appear on their own: the headline resolution, escalation, disclosure and cost trends; where every call ended up; and handoff quality. The AI’s resolved calls also count toward the Value tab, priced at your own cost per handled call.
Who Benefits from AI Outcomes
For the Customer
Because handoffs are measured, a team can see — and fix — the calls where the person picking up after the AI did not yet have your account or a summary. Those are the calls where you get asked to explain everything twice.
For the Agent
Handoff quality is measured, not assumed. If escalated callers keep reaching you before their context does, it shows up on the page as a number someone is accountable for rather than as a complaint you have to make.
For the Business
A month-by-month answer to “is the AI program paying off” — resolution, cost per resolved call, quality and satisfaction — with a maturity score that names the next concrete step instead of handing you a grade.
Related
Know What Your AI Is Worth
Book a demo and we'll walk through the trends, the maturity score and the gaps it names, using your own call data.
Request a DemoAvailable on every plan to admins and managers. The voice-agent panels appear for Enterprise teams running the Live AI Voice Agent.