Call Quality & Conversation Intelligence

Pinnacle Home Comfort Solutions · Last Updated: 2 min ago

AI Call Quality Score
71.4
+4.2 vs prev
First-Call Resolution
78.6%
+2.1%
Sentiment Trajectory
+0.42
-0.08 trend
Avg Talk:Listen Ratio
42:58
OPTIMAL
Script Adherence
84.3%
+6.4%
Call→Opp Lag (hrs)
18.2
-3.6h faster

AI Quality Score & First-Call Resolution Trend (28 Days)

Script rollout dip visible Day 8-10 · Coaching event Week 3 (+8.2 avg lift)

Agent Performance Scorecard (Top 8 by Call Volume)

Agent AI Score Talk:Listen FCR % Close % Status
Priya S. 91 38:62 92.1% 34.2% TOP
Jordan K. 87 41:59 86.4% 29.8% TOP
Alicia M. 83 40:60 81.2% 26.1% GOOD
Carlos R. 78 45:55 77.3% 22.4% GOOD
Nina W. 71 48:52 74.1% 19.2% WATCH
Derek L. 64 53:47 68.8% 14.6% COACH
Tasha G. 58 59:41 64.2% 11.3% COACH
Marcus T. 44 67:33 61.0% 8.2% ALERT

Objection Frequency by Type

Sentiment Trajectory (Avg by Call Segment)

Opening = first 60s · Mid = 60s-3m · Objection = 3m-5m · Close = final 90s

Call Abandonment Point Distribution

Competitor Mentions by Source

Google PPC 24.3%
Organic Search 18.7%
Facebook Ads 14.2%
Direct/Referral 9.1%
Outbound 6.8%
Top mentioned competitors: CoolAir Pro (42%), HomeComfort Inc (31%)
Mock data · Pinnacle Home Comfort Solutions · 22 agents · 28-day window