Solve it on the first call
Escalations and repeat calls usually trace back to a skipped troubleshooting step. Call Trace scores every call against your resolution script, so you see the gaps CSAT surveys never show.
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CSAT surveys tell you too little, too late
Only unhappy customers fill out surveys — most experience stays invisible.
Every call is scored for resolution and empathy stages, not just the vocal minority.
Escalations happen because agents skip troubleshooting steps.
See which resolution stages get missed before tickets reach tier 2.
Coach empathy and resolution together
Resolution script tracking
Verify troubleshooting and fix-confirmation stages on every call.
Empathy phrase scoring
Flag rushed greetings and missing acknowledgment language.
Escalation readiness
See when agents skip de-escalation before transferring.
Queue-level trends
Compare script compliance across product lines and shifts.
Raise first contact resolution with data
Run a pilot on your own recordings. 300 minutes of analysis free — no credit card.
No credit card · Pilot on your data