Score Every Agent
on Only Their Part of the Call.
Warm transfers, conference calls, and multi-agent interactions all involve more than one voice. Call Coach IQ works out which agent said what, tells a quick consult from a real hand-off, gives the agent who took over their own scored record, and resolves names to real user accounts — so every agent owns exactly their portion, nothing more.
Without Multi Agent Detection
- ✗The entire transferred call is scored as a single block — mixing IVR hold time, the first agent's segment, and the transferred-in agent's segment into one score.
- ✗The transferred-in agent's performance is diluted by — or credited to — work they had nothing to do with.
- ✗Speaker labels in the transcript are anonymous (Speaker 1, Speaker 2). Managers have no idea which segment belongs to which agent without listening back.
- ✗A supervisor who joins for thirty seconds turns the whole call into a "transfer", and the agent who kept the customer is graded on criteria their call never contained.
With Call Coach IQ
- ✓A real hand-off creates a separate child call record for the agent who took over, carrying only that agent's part of the transcript and its own score.
- ✓Each agent is scored exclusively on their own segment. Their scorecard, trend line, and coaching history reflect only what they said and did.
- ✓Speakers are re-labelled after transcription, and agent names are resolved to real user accounts. Managers see names, not speaker numbers.
- ✓A consult — the original agent speaks last and keeps the customer — stays one call on its usual rubric. Only a real hand-off is split, and the call page says which it was.
How It Works
Speaker Re-Attribution After Transcription
Phone recordings usually separate only "agent side" and "caller side", so a second agent joining on the agent side can be mislabelled as the caller. On calls that show transfer markers, an AI pass re-reads the transcript and rewrites the speaker labels, so downstream scoring knows which agent said what.
Warm-Transfer Agent Name Resolution
Each agent heard on the call is matched to a user account in your organization — an exact full-name match, or a first name only when it is unique on your roster. No guessing: a wrong match would send one agent’s coaching to another.
Consult or Hand-Off, Decided From the Transcript
If the original agent speaks after everyone else, they kept the customer: that is a consult, it stays one call, and other agents' lines are left out of their feedback. A real hand-off gives the agent who took over their own child call record, linked to the parent and scored only on their part.
Agent-Visible Scorecards on the Parent Call
Agents can see their own scorecard directly on the parent call review page. They see their segment score, rubric breakdown, and any coaching or dispute filed against their portion — without seeing scores for other speakers.
Told When a Speaker Isn’t on Your Roster
A second voice that is not a registered user — a vendor, another department — gets no record and no score. Admins and managers are notified instead, so a new hire who is missing from the roster can be added and the call reprocessed.
Per-Segment Coaching, Dispute & Compliance Attribution
Coaching entries, agent disputes, and compliance findings belong to the agent whose part of the call they came from. A compliance failure caused by a different agent is not charged to this one — and a "Charged to another agent" filter in Call Analytics finds every one of them, so none disappears from view.
See Multispeaker Transcription in Action
Who Benefits from Multi Agent Detection
For the Customer
When your call gets warm-transferred, each agent you spoke with is scored and coached only on the part of the conversation they actually handled — so the person who resolved your issue gets recognized for it.
For the Agent
Your scorecard reflects exactly your segment of a warm-transferred call — never diluted by, or credited for, a colleague's portion of the conversation.
For the Business
Per-agent child records for hand-offs, consults kept whole, and automatic name resolution keep one agent’s transfer from contaminating another’s score, so scorecards and coaching data stay accurate across every team.
Fair Scores for Every Agent on Every Call
Upload a real call and see per-agent scoring, warm-transfer attribution, and AI coaching in action — no account needed.
No account needed. Results in minutes.