Every Call. Scored.
Searchable. Coachable.
Manual QA teams review 2–5% of calls and call it coverage. Call Coach IQ scores every single one — against your rubric, in your voice — and makes the results searchable in plain English. From call end to scored result in minutes.
Automated Scoring on Every Call
Custom rubrics — Sales, Support, Retention, Compliance, and more — are applied to every call within your plan's monthly call allowance automatically. No sampling. No reviewer subjectivity. Results in minutes.
Full Searchable Transcript
Every call is fully transcribed with speaker labels — agent and customer turns clearly separated. Read, search, and skim any call without listening end-to-end.
How speaker diarization works →Plain-Language AI Search
Type what you're looking for — "calls where the customer asked about cancellation" or "calls where the agent missed the closing question" — and get matching results by meaning, not just keywords. Each match shows the passage that matched, with a play button that opens the call at that moment.
Score Breakdown by Category
Every scored call shows exactly which rubric criteria were met and which were missed, with the specific call moment the AI used to make the determination.
Sentiment Timeline
A chart across the call's duration shows how the customer's emotional tone shifted — from warm to frustrated, from hesitant to committed. Spot the turning points instantly.
Filters That Actually Work
Filter by status (including Needs Manual Review, Disputed and AI Handled), agent, rubric, date range, phone number, tag, commitments, first-call resolution, missed opportunities, compliance — including failures charged to another agent — conversation dynamics, and call direction. The 200 most recent calls load instantly; Date Range unlocks your full history.
Inside the Call Detail View
Click any call to open its full detail page. Everything you need to understand what happened — and what to do about it.
Click any transcript line to jump to that moment in the recording. No more scrubbing.
See exactly which criteria passed, which failed, and the call evidence used for each determination.
AI-written summary of what the agent did well and what to work on — specific to this call.
For calls with at-risk signals, a confidence indicator and the detected reasons appear inline.
Agents can dispute a score with a written note. Managers are notified, resolve it with a note the agent sees, and can correct the score — and every correction feeds the scoring calibration report your admins use to tune how strictly the AI grades.
A banner warns when the transcript itself may be unreliable — a problem with the recording or transcription, not the agent. A notice explains when a critical compliance failure has capped the overall score, and a badge shows when the call was processed on a fallback model because the configured one was out of capacity.
On the Enterprise voice agent, calls the AI handled itself appear with the status AI Handled — transcribed, summarised and given a sentiment timeline, but never scored against a rubric written for people.
Re-queue any call for a fresh analysis attempt. Useful after rubric changes or audio file corrections.
Who Benefits from Call Analytics
For the Customer
Your call is scored automatically, rather than depending on the roughly 5% a manual QA sample would catch — so a real quality problem on your interaction has a genuine chance of being seen and fixed.
For the Agent
You see exactly how your calls scored, the specific evidence behind each rubric determination, and what to improve — before your next shift, not at a review weeks later.
For the Business
Every call is scored automatically in minutes and searchable in plain English, replacing a 3-5% manual sample with full coverage and no reviewer subjectivity.
Related
What Call Analytics Looks Like in Practice
See It on a Real Call — Yours
Upload a call and get a scored QA report in minutes. No account required.
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Coverage applies to calls within your plan's monthly call allowance — 40 calls per agent per month on Coaching IQ, 100 on Insights IQ and 250 on Compliance IQ; Enterprise call processing is unlimited. Calls beyond the allowance are not processed that month rather than billed as overage. See plan allowances.