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.
What It Looks Like on a Real Call
What Gets Captured Per Commitment
Every agent commitment is extracted with the context a manager needs to follow up.
Plain-English summary of what was promised — e.g. "Agent will send a quote by Friday" or "Agent will waive the late fee."
Whether the commitment was made by the agent or the customer, so managers can focus on agent-side follow-through.
If a date or timeframe was stated on the call, it is resolved to an absolute date (e.g. 2026-07-04) so nothing slips to "sometime soon."
The verbatim transcript line the AI used to identify the commitment — so reviewers can verify without re-listening to the full call.
Who Benefits from Conversation Analytics
For the Customer
The promise an agent made you gets tracked automatically, and if your issue wasn't actually resolved, that shows up in the data — instead of the call just being logged as closed.
For the Agent
You get visibility into your own talk ratio, silence patterns, and question depth — the behavioral signals behind a score, not just the pass/fail number.
For the Business
Missed upsells, unresolved issues, and broken commitments surface automatically from the transcript on every call — signals a rubric score alone would miss.
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.