Conversation Intelligence & Call Quality Scoring
Apex Home Services • Last 90 Days
North-Star Metric
22.7%
↑ 3.7pp
Qualified-Call-to-Pipeline Rate
Avg Quality Score
71.4
+4.2%
Sentiment Reversal Rate
34%
+8%
First-Call Resolution
58%
-2%
Competitor Mention Rate
18%
+3%
Script Adherence
74%
+6%
Pricing Objections
29%
+5%
Conversation Quality Score Trend by Source Channel
Talk-to-Listen Ratio by Rep
Objection Density by Traffic Source
Intent Keyword Velocity by Quarter
Pricing Keyword Trigger Rate by Week
Rep Performance Quadrant: Handle Time vs. Quality Score
Script Adherence & Outcome Correlation Table
Rep Name
Quality Score
Adherence %
Calls/Week
Booked %
Avg Handle Time
Sentiment Rev %
Competitor Mention Rate Over Time
Sentiment Reversal Rate by Source
Weekly Call Quality Heatmap by Rep × Week
W1
W2
W3
W4
W5
W6
W7
W8
W9
W10
W11
W12
Marcus
82
84
86
83
85
87
84
88
86
85
87
84
Sarah
78
76
80
81
79
82
77
80
81
78
80
79
Javier
74
72
75
76
73
77
75
78
76
74
77
75
Nina
68
70
69
72
71
73
70
74
72
71
73
70
Dylan
66
64
67
65
68
66
69
67
70
68
71
69
Tyler
58
56
60
59
57
51
49
47
54
56
58
60
Dashboard Generated for Apex Home Services • Data as of Week 12, 2024 • Powered by Gong + CallRail + Salesforce