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CX Dashboard

Note

Dashboard looks best on bigger screens.

Review Calls

Listen in on the most relevant calls for the week to get a pulse on your operations.

Frustrated Customers at Risk

Highest frustration scores with summaries for QA follow-up.

Nina T.
›
Resolved
No response from financing after multiple emails; created ticket and provided callback window.

Call ID

C-1297

Duration

335s

Sentiment

86.0/100

Recommended action

Set SLA for financing responses; add status auto-replies.

Call Recording
Omar E.
›
Escalated
Assessment page crashes on submit; captured error and escalated to engineering.

Call ID

C-1308

Duration

298s

Sentiment

83.0/100

Recommended action

Hotfix assessment submission; add fallback form.

Call Recording
Jade W.
›
Escalated
Payment posted, but dashboard entitlement stuck on Trial; transferred to billing.

Call ID

C-1272

Duration

276s

Sentiment

81.0/100

Recommended action

Add webhook retry for failed entitlement syncs.

Call Recording
Tom C.
›
Resolved
Conflicting program durations across documents; clarified correct value and filed doc fix.

Call ID

C-1269

Duration

262s

Sentiment

79.0/100

Recommended action

Unify program duration across docs; add content owner.

Call Recording

Confused Callers

Improve documentation around these topics.

Alex R.
›
Escalated
2025-08-03T14:22:10Z

Applied last week; cannot find the assessment link.

Call ID

C-1301

Duration

312s

Sentiment

n/a

Transcript excerpt

“I applied last week but can't find the assessment link.”

Call Recording
Priya S.
›
Escalated
2025-08-05T08:05:44Z

Enrolled in DS but onboarding email says Frontend; needs correction.

Call ID

C-1294

Duration

284s

Sentiment

n/a

Transcript excerpt

“I signed up for DS but the email says Frontend.”

Call Recording
Chen L.
›
Resolved
2025-08-02T18:10:47Z

Needs location to upload project for review.

Call ID

C-1267

Duration

238s

Sentiment

n/a

Transcript excerpt

“Where do I upload my project for review?”

Call Recording
Sara K.
›
Escalated
2025-08-03T11:40:13Z

Cannot log in due to missing 2FA code delivery.

Call ID

C-1279

Duration

229s

Sentiment

n/a

Transcript excerpt

“I can't log in; it keeps asking for a code I never get.”

Call Recording

Missed Upsell Opportunities

Calls where we could have pushed premium offerings.

Victor R.
›
Abandoned
Premium upgrade

Customer asked for discounted annual plan; agent never offered loyalty tier.

Call ID

C-2210

Duration

n/a

Sentiment

n/a

Next step

Prep discount scripts for premium plan upsell.

Call Recording
Lena W.
›
Abandoned
Add-on analytics

Interested in analytics add-on but agent only sent generic FAQ.

Call ID

C-2214

Duration

n/a

Sentiment

n/a

Next step

Send tailored ROI deck and follow up tomorrow.

Call Recording

Missed Negotiation Cues

Prioritize for retention coaching.

Omar T.
›
Abandoned
Retention credit

Caller mentioned competitor pricing; agent escalated instead of offering credit.

Call ID

C-2218

Duration

n/a

Sentiment

n/a

Next step

Coach agent on negotiation threshold.

Call Recording
Rachel K.
›
Abandoned
Bulk account

Corporate trial wanted volume pricing but call ended without counter offer.

Call ID

C-2221

Duration

n/a

Sentiment

n/a

Next step

Schedule negotiation review; send tailored quote.

Call Recording

Lowest Sentiment Calls

Flagged for immediate coaching review.

Stacy P.
›
Escalated
Refund loop · 2025-08-06 14:18

Caller threatened to cancel after being kept on hold and re-routed twice.

Call ID

C-2189

Duration

08:44

Sentiment

42/100

Call Recording
Andre L.
›
Escalated
Shipping delay · 2025-08-06 16:02

Agent escalated but never followed up; customer asked for supervisor.

Call ID

C-2193

Duration

05:22

Sentiment

48/100

Call Recording
Dana S.
›
Escalated
Account lockout · 2025-08-07 10:41

Multiple authentication failures triggered frustration; needs coaching.

Call ID

C-2201

Duration

07:05

Sentiment

50/100

Call Recording

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