Insights
Drill into performance one interface at a time, then down to a category.
Voice by category
Every category configured for this interface
| Category | Volume | Performance | |
|---|---|---|---|
| Order issues | 228 calls | AHT 6m 40s | Drill down |
| Billing | 184 calls | AHT 8m 02s | Drill down |
| Technical | 141 calls | AHT 9m 18s | Drill down |
| Account management | 98 calls | AHT 5m 30s | Drill down |
| Other | 70 calls | AHT 4m 12s | Drill down |
Voice volume over time
Conversations per day for the selected period
MonToday
Sentiment across voice
Aggregate of the per-conversation sentiment analysis
Positive 58% Neutral 24% Negative 18%
- Typical journey
- Calls typically open neutral, dip when the problem is described, and recover during resolution.
- Turning points
- 412 of 721 calls had at least one sentiment turn; 96 ended lower than they started.
Ended positive vs ended negative
Side-by-side comparison of the two groups on voice
| What differs | Ended positive | Ended negative |
|---|---|---|
| Volume | 418 calls (58%) | 130 calls (18%) |
| Avg handle time | 6m 21s | 11m 04s |
| Holds / transfers per call | 0.4 | 1.9 |
| Resolved on first contact | 88% | 41% |
| Assist suggestion accepted | 74% | 38% |
| Avg quality score | 89% | 71% |
| Most common category | Account management | Billing — refund status |
| Typical turning point | Replacement or refund offered in first 2 min | Repeat explanation after 5 min |
Sentiment by category
Share of voice conversations ending positive, per category
SafeMind activity
1,772 redactions across 721 calls — PII, PHI and payment data handled by policy
| Policy | Redactions | How it was handled |
|---|---|---|
| Payment card (PCI) | 412 | Redacted in transcript + recording |
| SSN / national ID | 96 | Hashed |
| Password / OTP / API key | 38 | Blocked from transcript |
| Health info (PHI) | 22 | Masked |
| Email / phone / address (PII) | 1,204 | Masked in exports |
Voice security — bot detection
Synthetic and automated callers flagged by SafeMind
Bot
17
BlockedLikely bot
29
Review6% of volume
flagged total
ShareBot and likely-bot calls routed to review; none reached ACW submission.
Bot confidence also appears as a badge on each conversation in the list, the conversation detail and the agent's Assist view.
Extracted key fields
Fields Thunai pulled out of every voice conversation, from your field configuration
| Field | Filled | Top values | Confidence |
|---|---|---|---|
| Reason for contact | 98% | Damaged item 22% · Refund status 17% | High |
| Product / order ID | 84% | Captured on 1,046 conversations | High |
| Resolution offered | 91% | Replacement 34% · Refund 26% | High |
| Promise made | 46% | Callback 18% · Refund in 5 days 12% | Medium |
| Churn risk mentioned | 12% | Cancellation threat 9% | Medium |
| Competitor mentioned | 6% | 3 competitors named | Low |