What Actually Happened
Inside Every Conversation.
Rubric scores tell you whether a call met your standards. Conversation Analytics tells you why — what the agent promised, whether the issue was resolved, which opportunities were passed up, and how the conversation was structured. All of it extracted automatically from the transcript, on every call.
Agent Commitment Tracking
Every promise an agent makes on a call — "I'll call you back tomorrow", "I'll waive the fee", "I'll send the paperwork today" — is detected, logged, and attributed to that agent. No commitment disappears into the void.
First Call Resolution Detection
AI determines whether the customer's issue was resolved on this interaction or is likely to generate a callback. FCR is tracked per agent, per call type, and over time — without requiring a post-call survey.
Missed Opportunity Detection
Calls where a natural upsell, save attempt, or resolution path was available but not taken are flagged automatically. Managers see the moment, the context, and which agent let it pass.
Talk Ratio Analysis
What percentage of each call did the agent speak vs. the customer? High agent talk ratio often signals information-dumping instead of discovery. Low ratio can mean the agent lost control of the conversation.
Dead Air & Silence Detection
Long pauses — beyond normal conversational gaps — are flagged with timestamps. Silence usually means an agent hunting for information, unsure of the next step, or avoiding a difficult response.
Question Depth Scoring
Did the agent ask discovery questions before jumping to solutions? How many questions did they ask, and were they open or closed? Question depth is one of the strongest predictors of call quality.
Interruption Patterns
Instances where the agent talks over the customer are counted and trended by agent. Chronic interrupters rarely score well on empathy rubrics — and this data makes the pattern visible before a manager notices it subjectively.
Commitment Follow-Through
When a customer references a commitment from a prior call ("you said someone would call me back"), that reference is flagged. Managers see which prior commitments are surfacing as unresolved on subsequent calls.
Why Rubric Scores Alone Miss Half the Story
A call can score 88% on your rubric and still contain an unfulfilled commitment, a missed upsell, and a 45-second silence while the agent searched for an answer. Rubric criteria measure whether specific behaviors happened — they don't measure the texture of how the conversation unfolded.
Conversation Analytics layers behavioral signals on top of rubric scores. A manager looking at a scored call sees not just the score, but also the talk ratio, the number of discovery questions, the commitments made, and the FCR outcome — in the same view. The combination is what makes the difference between knowing a call underperformed and knowing exactly where and why.
Commitment Tracking in Detail
Agent commitments are categorized by type so managers can see patterns, not just individual instances.
"I'll call you back by 5pm" — logged with the agent, call date, and promised timeframe. Unresolved callbacks surface on the customer's next inbound call.
"I'll waive that fee" or "I'll apply a credit" — high-value commitments that carry financial implications and must be followed through.
"I'll email you the contract" or "I'll send the documentation" — commitments to deliver something outside the call that can easily be forgotten.
"I'll get a manager to call you" or "I'll escalate this to the team" — commitments that require a third-party action and are at highest risk of being lost.
Who Uses Conversation Analytics
Go beyond rubric pass/fail. Use talk ratio, silence flags, and question depth data to understand whether low-scoring agents are rushing through calls, not listening, or simply not asking the right questions.
Track FCR rates by call type and agent. A team with a low FCR on billing calls is generating repeat contacts and inflating handle time — Conversation Analytics surfaces this before it shows in the queue numbers.
Pull the week's commitment log for your team. Any open commitments — callbacks, credits, escalations — that haven't been resolved show up here before the customer calls back frustrated.
Review missed opportunity flags on sales calls. See whether agents are identifying buying signals and acting on them — or letting moments pass that a better agent would have converted.
Related
See What Your Calls Actually Contain
Scores tell you the outcome. Conversation Analytics tells you the cause. Book a demo and see commitment tracking, FCR detection, and missed opportunity flags running on your actual calls.
Request a DemoAvailable on Growth and Professional plans.