How does it rate customer-service quality?

It analyzes each call end to end — sentiment and tone, whether the customer got frustrated and whether the agent recovered it, interruptions and silences — combined with what was actually said and how the call resolved. That produces a consistent quality score and a predicted satisfaction (CSAT) for every call, not just a sampled few.

Does it score every call or just a sample?

Every call. Traditional QA relies on a supervisor manually reviewing a small percentage of calls; Conversation Intelligence scores 100% of them against the same scorecard, so coaching and trends are based on the whole picture.

How accurate is the transcription and can we search it?

Calls are transcribed in real time with speaker labels and tagged with topics and intent. Transcripts stay searchable, so you can search across thousands of calls for a term — a product, a competitor, or the word “cancel” — and jump straight to that moment.

How does the manager escalation work?

When a call shows a real issue — cancelation risk, a repeated error, an SLA breach, or a missed compliance disclosure — it’s flagged and routed to the right manager with the transcript, sentiment, and the reason attached, so it can be addressed while it still matters.

Is call data kept private?

Yes. Conversation Intelligence runs within your intSignal UCaaS tenant with data isolation, and recording, transcription, and retention follow the policies you set during onboarding.

Overview

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UCaaS · Conversation Intelligence

Score every call — and know which ones need a manager

Conversation Intelligence listens to every customer call and rates the service quality from tone and content — not a 2% sample. It transcribes each call into searchable text, predicts how the customer felt, and automatically surfaces the conversations a manager should hear: an unhappy caller, a missed commitment, a compliance slip.

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CX score on every callCSAT predictionLive transcriptionSentiment & tone analysisAuto issue detectionManager escalation

JRJordan Rivera
Support · agent: Priya N. · 6:12ANALYZING

QA score / 100

CSAT 4.6 / 5

Sentiment78%

Empathy & tone88%

Resolution94%

Compliance97%

Quality scoring

A customer-service rating on 100% of calls

Every call is scored automatically against a consistent scorecard — greeting and identity checks, empathy and tone, whether the issue got resolved, compliance to script, hold and transfer handling, and follow-up. Instead of a supervisor spot-checking a handful of calls, the whole floor is measured the same way, every day.

✓Every call, scoredNo sampling — 100% of conversations get a quality score.

✓Consistent rubricThe same criteria applied to every agent and team.

✓Agent & team trendsSee who’s improving and where coaching will help most.

✓Custom scorecardsTune the categories and weights to how you actually serve customers.

Auto QA scorecard · every call

Greeting & ID verify100%

Empathy & tone88%

Issue resolution94%

Compliance script97%

Hold & transfer etiquette72%

Wrap-up & follow-up81%

score100% of calls scored — not the 2% a supervisor can spot-check by hand.

Tone & sentiment

Ratings built from how the call actually felt

The rating isn’t just keyword-matching. It reads sentiment and tone across the whole call — where the customer got frustrated, whether the agent recovered it, talk-over, and long silences — and combines that with what was said to predict satisfaction, so a polite-but-unresolved call doesn’t score the same as a genuinely happy one.

✓Sentiment timelineSee the exact moments a call turned — and whether it recovered.

✓CSAT predictionAn estimated satisfaction score without waiting on a survey.

✓Tone & talk-overDetects frustration, interruptions, and dead air.

✓Content-awareTone plus wording plus outcome — not one signal alone.

Tone & sentiment · call #4471

0:003:10 · dip6:12

Frustration ↗ 3:10Recovery 5:40Talk-over ×2Silence 0:22

rateA customer-service rating built from tone, wording, and how the call resolved.

Transcription

Every call transcribed and searchable

Calls are transcribed in real time with speaker labels, and the topics and intent are tagged — so you can search across thousands of conversations for a product, a competitor, a promised refund, or the word “cancel,” and jump straight to the moment it was said.

✓Real-time transcriptionAccurate, speaker-labeled transcripts as the call happens.

✓Topic & intent tagsBilling, cancelation risk, complaints — detected automatically.

✓Search across callsFind every conversation that mentioned a term, then jump to it.

✓Private & retained to policyRuns in your tenant with retention you control.

Transcript · searchable

Caller · 3:08This is the second time I’ve been charged twice — I’m about ready to cancel.

Agent · 3:19I’m sorry about that — I can see the duplicate and I’ll refund it today.

DetectedTopic: billing dispute · Intent: cancelation risk · Outcome: refund promised

transcribeSpeaker-labeled transcripts you can search across every call and channel.

Escalation

The calls that need a manager, surfaced automatically

When a call shows a real problem — a cancelation risk, a repeated error, an SLA breach, a missed disclosure — Conversation Intelligence flags it and routes it to the right manager with the transcript and the reason attached. Problems get a second look while there’s still time to fix them, instead of showing up in next month’s churn.

✓Automatic issue detectionCancelation risk, repeat contacts, unmet commitments, compliance gaps.

✓Routed to the right managerEscalations reach the team lead who can act on them.

✓Context attachedTranscript, sentiment, and the reason it was flagged — in one place.

✓Close the loopTrack follow-up so flagged calls actually get resolved.

Manager queue · needs attention

#4471 · Billing dispute
Cancelation risk · repeat errorReview

#4468 · Missed callback
SLA breach on promised timeReview

#4462 · Compliance
Disclosure not readReview

alertThe calls a manager needs to hear — surfaced automatically, not buried.

See your calls scored on a live example

Bring a recent call and we’ll show the quality score, the sentiment timeline, and the issues it surfaces for a manager.

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