Quality listens to every call, not to the five somebody had time for. It transcribes them with each speaker separated, checks the agreed script against the transcript point by point, and comes back with the moment the conversation turned and what to say to that agent about it. The score does not get better. It gets true.
The audio becomes turns, and once there are turns everything that depends on them can be measured: how long each side spoke, where the silences fell, who talked over whom. On those turns the agreed script gets checked point by point, against what was actually said and not against anybody's memory.
Somebody listens to a handful of calls per agent per month, fills in a form and assigns a score. The thousands of conversations nobody heard are not in that number — not because they did not matter, but because there are not enough hours in a month to hear them.
The same metrics, over the whole volume. The number can go up, go down or stay exactly where it was; what changes is that from here on it describes the operation instead of describing a selection.
Recordings rarely live somewhere convenient, and moving them is a project of its own. Quality takes the input as it comes, so nothing has to be migrated before the review can start.
The analysis runs on Cyntia Intelligence, which is why the script check reads meaning and not keywords: «I am recording this call» and «this call is being recorded» are the same point delivered.
Six pieces, and the first one is what makes the other five possible: until you know who said what, a call is a wall of text.
Audio becomes text, and the text knows who said it. A call is one person and another taking turns, and once the turns are separated the talk times, the silences and the interruptions can be measured.
The greeting, the disclosure that has to be read, the verification questions, the closing. Delivered, half delivered or skipped — on every call, checked against the transcript.
Tone, intent, the topics that came up and how each side behaved. It is the part that explains a bad call that ticked every box.
The industry standards, over 100% of the volume rather than over the calls a supervisor happened to pick.
What worked, what did not, and at which second. A score tells a supervisor which agents to worry about; this tells them what to play back.
The whole operation at a glance, and under it the strengths, the weak spots and the recommendations for one person — drawn from their own calls, not from a generic checklist.
Wherever they already live — the web service, the FTP, the bucket. We will come back with the score over all of them, and with the three moments nobody would have picked.
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