Signals

134 signals.
Every one grounded
in evidence.

A signal is a specific, observable pattern in a conversation.

Each signal is defined
against real conversations.

Not a guess. Not a sentiment score. A pattern mapped to language and behavior that happened.

Checked automatically, on
every conversation.

No sampling. Every conversation is evaluated against the full signal library, the same way.

Evidence appears in the
speaker's own words.

Each signal links back to the exact line that triggered it, not a paraphrase, not a summary.

Browse the signal library

See these signals on your own conversations.

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All Signals
Agent Performance
Customer Experience
Process Adherence
Resolution Quality
Risk & Compliance
Sales & Retention
Process Adherence

Academic Advising Discussed

Academic advising topics, such as major or minor selection, course planning, or a degree audit, were discussed.

Process Adherence

Academic Progress Inquiry

The student or parent asked about grades, academic standing, GPA, transcripts, or overall academic performance.

Process Adherence

Account Balance or Status Inquiry

The customer inquired about their account balance, account status, available funds, or transaction history.

Process Adherence

Account Change Protocol Explained

An account change or update process, including what changed, why, and what to expect, was explained to the customer.

Process Adherence

Account Closure Requested

The customer requested to close an account, terminate a product, or end their banking relationship.

Process Adherence

Account Opening Discussed

Opening a new account, adding a product, or starting a new banking relationship was discussed.

Agent Performance

Active Listening Demonstrated

The agent repeated key details, avoided unnecessary interruptions, and responded directly to what the customer said.

Agent Performance

Additional Help Offered

Before ending the call, the agent offered further assistance or asked if anything else was needed.

Sales & Retention

Additional Service Recommended

Additional services or repairs were recommended to the customer, proactively suggested by the agent beyond the original request.

Agent Performance

Agent Introduced Self

Near the start of the call, the agent gave their name, role, or department so the customer knew who was helping them.

Process Adherence

Appeal Process Explained

The appeals process for a denial or adverse determination was explained to the customer.

Process Adherence

Appointment Follow-Up Discussed

The interaction involved following up on a previously scheduled appointment, such as confirming attendance or rescheduling.

Process Adherence

Appointment Scheduled

An appointment was successfully scheduled with a concrete date, time, and purpose agreed upon.

Process Adherence

Assignment or Course Material Inquiry

The student inquired about assignments, homework, course materials, syllabi, or deadlines.

Risk & Compliance

Authentication Secret Handling Coached

The agent instructed the customer not to speak authentication secrets aloud and redirected them to a secure entry method.

Process Adherence

Autopay Discussed or Offered

Autopay or recurring payment setup was discussed or offered as a solution to payment management challenges.

Customer Experience

Billing Dispute Raised

A billing dispute, credit request, or adjustment request was raised by the customer.

Customer Experience

Booking or Reservation Made

A travel booking or reservation was successfully completed, including confirmed dates, payment, and traveler details.

Agent Performance

Brand Greeting Stated

The required brand greeting or opening script was stated at the beginning of the interaction.

Agent Performance

Brand or Company Introduced

The company or brand name was stated in the opening of the interaction.

Process Adherence

Call Closing Stated

The required closing script or wrap-up was stated at the end of the interaction.

Process Adherence

Call Flow Expectations Set

The agent set expectations for the call flow, explaining what would happen next, the steps involved, and how the process would work.

Risk & Compliance

Cease Contact Requested

The customer requested to stop contact or cease communications, a legal instruction with compliance implications.

Customer Experience

Churn Intent Expressed

The customer expressed intent to cancel service, close their account, or switch to a competitor.

Process Adherence

Claim Denial Discussed

A claim denial, rejection, or adverse determination came up in the conversation.

Process Adherence

Claim Status Discussed

The agent walked the customer through claim status, progress, or timeline.

Process Adherence

Client Onboarding Discussed

New client onboarding activities, kickoff discussions, or initial engagement setup were discussed.

Risk & Compliance

Clinical Advice Given

Clinical or medical advice was provided during the interaction, exceeding the agent's scope of practice.

Process Adherence

Clinical Urgency Expressed

The patient expressed urgent clinical need or showed crisis indicators.

Process Adherence

Collections Outreach Made

The interaction was collections-related outreach about past-due payments, delinquent accounts, or payment arrangements.

Agent Performance

Communication Clarity Likely

Information was communicated clearly, and the customer's understanding was confirmed.

Risk & Compliance

Compliance Disclosure Made

The agent made a required regulatory or compliance disclosure, such as a privacy notice, terms and conditions, or a fee disclosure.

Risk & Compliance

Compliance Gap Detected

A required compliance step, such as a disclosure or identity verification, was missing from the interaction.

Resolution Quality

Confusion Unresolved

Customer confusion was expressed but never resolved by the end of the interaction.

Process Adherence

Coverage Verification Discussed

Coverage, benefits, or eligibility verification was discussed or performed.

Customer Experience

Customer Friction Likely

Friction or difficulty appeared to affect the customer during the interaction.

Resolution Quality

Customer Needs Fully Addressed

The agent addressed all stated customer needs, including secondary questions, rather than narrowly answering only the first request.

Agent Performance

Customer Needs Restated

The customer's request or need was restated or summarized to confirm understanding.

Agent Performance

Customer Questions Answered

The interaction ended with confirmation that the customer's questions were answered, or that no further questions remained.

Risk & Compliance

Debt Disputed

The debt's validity, amount, or ownership was disputed by the customer.

Risk & Compliance

Delinquency Discussed

An account's delinquent status, past-due balance, missed payments, or related consequences were explicitly discussed.

Process Adherence

Deliverable Feedback Provided

Feedback on a deliverable, work product, or project output was provided by the client.

Customer Experience

Delivery Issue Reported

The customer reported a delivery problem, such as a missing package or a damaged shipment.

Agent Performance

Discovery Questions Asked

The agent asked clarifying or discovery questions to gather the key details needed to solve the request.

Customer Experience

Dissatisfaction Likely

Indicators in the interaction suggested the customer was dissatisfied.

Process Adherence

Documentation or Disposition Completed

The agent documented the interaction with notes, a disposition, or case/ticket updates where documentation was expected.

Process Adherence

Documentation or Disposition Mentioned

The agent referenced documenting the interaction, adding notes, or selecting a disposition.

Agent Performance

Empathy or Acknowledgement Expressed

The agent acknowledged the customer's situation, or expressed empathy in response to a problem or inconvenience.

Agent Performance

Empathy or Professionalism Expressed

The agent responded to customer need, frustration, or confusion with empathy or professionalism.

Process Adherence

Engagement Budget Discussed

Project budget, billing, invoices, cost overruns, or additional charges were discussed.

Process Adherence

Engagement Renewal Discussed

Contract renewal, engagement extension, or continuing the professional relationship was discussed.

Process Adherence

Enrollment or Registration Inquiry

The student or parent inquired about course enrollment, class registration, or waitlist status.

Customer Experience

Escalation Intent Expressed

The customer signaled intent to escalate by requesting a supervisor, threatening to leave, or mentioning external channels.

Process Adherence

Escalation Option Offered When Needed

The agent offered an escalation path or warm transfer when the customer showed elevated dissatisfaction or intent to escalate.

Process Adherence

Estimate Provided

A price estimate or quote was provided to the customer, including specific dollar amounts or cost ranges.

Process Adherence

Evaluation Confidence Low

Transcript quality or evidence was insufficient for a reliable evaluation.

Customer Experience

Exchange Requested

An exchange was requested for a different size, color, or variant of a product.

Process Adherence

Fee or Cost Discussed

The agent and customer discussed fees, costs, or charges during the interaction.

Risk & Compliance

Financial Advice Risk

Financial advice or a specific financial recommendation was given by an agent.

Resolution Quality

Follow-Up Required

The interaction ended without resolution and required proactive follow-up.

Process Adherence

Fraud Reported

The customer reported suspected fraud, identity theft, unauthorized account access, or a compromised account.

Resolution Quality

Fulfillment Pending After Resolution

The agent completed a corrective action during the call but stated that downstream fulfillment or confirmation would occur later.

Process Adherence

Graduation or Credential Inquiry

The student inquired about graduation requirements, degree completion status, a diploma, or credential issuance.

Risk & Compliance

Guarantee or Assurance Risk

An agent made a guarantee or assurance about an outcome they cannot fully control or predict.

Resolution Quality

Handoff Without Resolution

A transfer or handoff occurred, but the customer's issue remained unresolved.

Customer Experience

Hardship Expressed

Financial hardship or an inability to pay was expressed by the customer.

Process Adherence

Hold Occurred

A hold or extended wait occurred during the interaction, whether announced by the agent or unexpected silence.

Process Adherence

Hold Procedure Followed

Proper hold procedure was followed: an explanation was given, and permission was obtained before placing the customer on hold.

Process Adherence

Identity Verification Completed

Required identity verification was completed before account-specific actions or sensitive discussion took place.

Resolution Quality

Issue Unresolved

The customer's issue remained unresolved at the end of the interaction.

Process Adherence

Learning Platform Issue Reported

The student reported a technical issue with the learning management system, online portal, or course access.

Process Adherence

Loan Terms Discussed

Loan terms, such as interest rate, APR, payment amount, or loan duration, were discussed.

Sales & Retention

Loyalty or Rewards Inquiry

The customer inquired about loyalty program status, points balance, miles, or rewards redemption.

Risk & Compliance

Mini Miranda Stated

The required federal disclosure was stated during the interaction. Not whether the agent had the script, but whether it was spoken.

Customer Experience

Misrouted or Out of Scope

The interaction was routed to the wrong queue, or the request fell outside the agent's scope.

Resolution Quality

Next Steps Confirmed

The agent confirmed clear next steps and ensured the customer understood the plan before the interaction ended.

Resolution Quality

Next Steps Stated

Explicit next steps were stated, covering what would happen next, by whom, and when.

Resolution Quality

Next Steps Unclear

The interaction ended without clear next steps being communicated to the customer.

Sales & Retention

Objection Handling Effective

A customer objection, such as price, timing, or perceived need, was acknowledged, addressed, and effectively reframed by the advisor.

Process Adherence

Opening Expectations Set

The agent set call expectations early: what would happen next, what was needed, and what the customer could expect.

Customer Experience

Order Cancellation Requested

The customer asked to cancel the order before it shipped or was fulfilled.

Customer Experience

Order Status Inquiry

The customer inquired about order status, shipping status, or an expected delivery date.

Resolution Quality

Org Commitment Pending

The organization committed to a future action: a callback, sending information, or an internal follow-up.

Process Adherence

Out of Network Discussed

Out-of-network providers, costs, or balance billing implications were discussed.

Process Adherence

Overdraft or NSF Discussed

Overdraft fees, NSF charges, overdraft protection, or a negative balance issue came up in the conversation.

Agent Performance

Ownership Taken

The agent clearly stated what they would do to move the issue forward, with a specific commitment, not a general offer to help.

Risk & Compliance

Payment Arrangement Discussed

A payment plan, settlement offer, or payment arrangement was discussed.

Process Adherence

Payment Options Presented

The agent presented available payment options, channels, methods, or plan types, relevant to the customer's situation.

Process Adherence

Plan Change Discussed

A service plan change, such as an upgrade, downgrade, or feature change, was discussed.

Process Adherence

Policy Modification Requested

The customer requested a change to their insurance policy: coverage, beneficiaries, address, or similar details.

Agent Performance

Positive Framing or Solution Orientation

The agent leaned on positive framing and solution-oriented language rather than dwelling on limitations.

Process Adherence

Premium or Cost Sharing Discussed

Premium amounts, deductibles, copays, coinsurance, or other cost-sharing details were discussed.

Customer Experience

Price Adjustment Requested

The customer asked for a price match or adjustment, or complained about a price drop after purchase.

Process Adherence

Prior Authorization Discussed

The agent discussed prior authorization requirements, status, or process with the customer.

Agent Performance

Probing Questions Asked

Relevant probing questions were asked to clarify the customer's situation before the agent acted.

Process Adherence

Process Adherence Likely

The agent followed the expected internal process flow for the interaction type, with required steps executed in the right order.

Customer Experience

Product Defect Reported

A product defect, quality issue, or item not as described was reported.

Sales & Retention

Product Inquiry Made

Questions about product details, features, specifications, or availability were asked by the customer.

Agent Performance

Product Knowledge Demonstrated

The agent demonstrated enough product or policy knowledge to guide the customer correctly, without speculation or contradictions.

Agent Performance

Professional Tone Maintained

Professional language was maintained throughout, with no rude, dismissive, or inappropriate phrasing.

Agent Performance

Active Listening Demonstrated

The agent repeated key details, avoided unnecessary interruptions, and responded directly to what the customer said.

Agent Performance

Additional Help Offered

Before ending the call, the agent offered further assistance or asked if anything else was needed.

Agent Performance

Agent Introduced Self

Near the start of the call, the agent gave their name, role, or department so the customer knew who was helping them.

Agent Performance

Brand Greeting Stated

The required brand greeting or opening script was stated at the beginning of the interaction.

Agent Performance

Brand or Company Introduced

The company or brand name was stated in the opening of the interaction.

Agent Performance

Communication Clarity Likely

Information was communicated clearly, and the customer's understanding was confirmed.

Agent Performance

Customer Needs Restated

The customer's request or need was restated or summarized to confirm understanding.

Agent Performance

Customer Questions Answered

The interaction ended with confirmation that the customer's questions were answered, or that no further questions remained.

Agent Performance

Discovery Questions Asked

The agent asked clarifying or discovery questions to gather the key details needed to solve the request.

Agent Performance

Empathy or Acknowledgement Expressed

The agent acknowledged the customer's situation, or expressed empathy in response to a problem or inconvenience.

Agent Performance

Empathy or Professionalism Expressed

The agent responded to customer need, frustration, or confusion with empathy or professionalism.

Agent Performance

Ownership Taken

The agent clearly stated what they would do to move the issue forward, with a specific commitment, not a general offer to help.

Agent Performance

Positive Framing or Solution Orientation

The agent leaned on positive framing and solution-oriented language rather than dwelling on limitations.

Agent Performance

Probing Questions Asked

Relevant probing questions were asked to clarify the customer's situation before the agent acted.

Agent Performance

Product Knowledge Demonstrated

The agent demonstrated enough product or policy knowledge to guide the customer correctly, without speculation or contradictions.

Agent Performance

Professional Tone Maintained

Professional language was maintained throughout, with no rude, dismissive, or inappropriate phrasing.

Agent Performance

Solution Options Presented

One or more solution options, or paths, were presented for the customer to choose from.

Agent Performance

Warm Transfer Offered or Completed

When a transfer was needed, the agent briefed the receiving party and set expectations for the customer before the handoff.

Customer Experience

Billing Dispute Raised

A billing dispute, credit request, or adjustment request was raised by the customer.

Customer Experience

Booking or Reservation Made

A travel booking or reservation was successfully completed, including confirmed dates, payment, and traveler details.

Customer Experience

Churn Intent Expressed

The customer expressed intent to cancel service, close their account, or switch to a competitor.

Customer Experience

Customer Friction Likely

Friction or difficulty appeared to affect the customer during the interaction.

Customer Experience

Delivery Issue Reported

The customer reported a delivery problem, such as a missing package or a damaged shipment.

Customer Experience

Dissatisfaction Likely

Indicators in the interaction suggested the customer was dissatisfied.

Customer Experience

Escalation Intent Expressed

The customer signaled intent to escalate by requesting a supervisor, threatening to leave, or mentioning external channels.

Customer Experience

Exchange Requested

An exchange was requested for a different size, color, or variant of a product.

Customer Experience

Hardship Expressed

Financial hardship or an inability to pay was expressed by the customer.

Customer Experience

Misrouted or Out of Scope

The interaction was routed to the wrong queue, or the request fell outside the agent's scope.

Customer Experience

Order Cancellation Requested

The customer asked to cancel the order before it shipped or was fulfilled.

Customer Experience

Order Status Inquiry

The customer inquired about order status, shipping status, or an expected delivery date.

Customer Experience

Price Adjustment Requested

The customer asked for a price match or adjustment, or complained about a price drop after purchase.

Customer Experience

Product Defect Reported

A product defect, quality issue, or item not as described was reported.

Customer Experience

Promotion Issue Raised

An issue with a promotion, coupon, discount code, or sale price that hadn't applied correctly was raised.

Customer Experience

Rebooking or Change Requested

A change, modification, or rebooking of the travel itinerary was requested.

Customer Experience

Reservation Status Inquiry

The customer inquired about the status of an existing reservation, booking confirmation, or itinerary details.

Customer Experience

Return or Refund Requested

A return, refund, or store credit was requested for a purchase, whether an initial request or refund inquiry.

Customer Experience

Scheduling Barrier Encountered

The customer ran into a scheduling barrier: no availability, an insurance issue, or a required referral.

Customer Experience

Service Recovery Requested

Compensation, an upgrade, a voucher, or another form of service recovery was requested after a service failure.

Customer Experience

Supervisor Escalation Occurred

Elevated customer dissatisfaction or escalation intent was present, and a transfer or handoff actually occurred.

Customer Experience

Technical Issue Reported

The customer reported a technical issue, a service outage, or a connectivity problem.

Customer Experience

Travel Cancellation Requested

The customer asked to cancel a travel booking, reservation, or itinerary.

Customer Experience

Travel Disruption Reported

The customer reported a travel disruption, such as a flight delay, cancellation, missed connection, or overbooking.

Customer Experience

Travel Insurance Discussed

Travel insurance coverage, a protection plan claim, or trip cancellation insurance came up in the conversation.

Process Adherence

Academic Advising Discussed

Academic advising topics, such as major or minor selection, course planning, or a degree audit, were discussed.

Process Adherence

Academic Progress Inquiry

The student or parent asked about grades, academic standing, GPA, transcripts, or overall academic performance.

Process Adherence

Account Balance or Status Inquiry

The customer inquired about their account balance, account status, available funds, or transaction history.

Process Adherence

Account Change Protocol Explained

An account change or update process, including what changed, why, and what to expect, was explained to the customer.

Process Adherence

Account Closure Requested

The customer requested to close an account, terminate a product, or end their banking relationship.

Process Adherence

Account Opening Discussed

Opening a new account, adding a product, or starting a new banking relationship was discussed.

Process Adherence

Appeal Process Explained

The appeals process for a denial or adverse determination was explained to the customer.

Process Adherence

Appointment Follow-Up Discussed

The interaction involved following up on a previously scheduled appointment, such as confirming attendance or rescheduling.

Process Adherence

Appointment Scheduled

An appointment was successfully scheduled with a concrete date, time, and purpose agreed upon.

Process Adherence

Assignment or Course Material Inquiry

The student inquired about assignments, homework, course materials, syllabi, or deadlines.

Process Adherence

Autopay Discussed or Offered

Autopay or recurring payment setup was discussed or offered as a solution to payment management challenges.

Process Adherence

Call Closing Stated

The required closing script or wrap-up was stated at the end of the interaction.

Process Adherence

Call Flow Expectations Set

The agent set expectations for the call flow, explaining what would happen next, the steps involved, and how the process would work.

Process Adherence

Claim Denial Discussed

A claim denial, rejection, or adverse determination came up in the conversation.

Process Adherence

Claim Status Discussed

The agent walked the customer through claim status, progress, or timeline.

Process Adherence

Client Onboarding Discussed

New client onboarding activities, kickoff discussions, or initial engagement setup were discussed.

Process Adherence

Clinical Urgency Expressed

The patient expressed urgent clinical need or showed crisis indicators.

Process Adherence

Collections Outreach Made

The interaction was collections-related outreach about past-due payments, delinquent accounts, or payment arrangements.

Process Adherence

Coverage Verification Discussed

Coverage, benefits, or eligibility verification was discussed or performed.

Process Adherence

Deliverable Feedback Provided

Feedback on a deliverable, work product, or project output was provided by the client.

Process Adherence

Documentation or Disposition Completed

The agent documented the interaction with notes, a disposition, or case/ticket updates where documentation was expected.

Process Adherence

Documentation or Disposition Mentioned

The agent referenced documenting the interaction, adding notes, or selecting a disposition.

Process Adherence

Engagement Budget Discussed

Project budget, billing, invoices, cost overruns, or additional charges were discussed.

Process Adherence

Engagement Renewal Discussed

Contract renewal, engagement extension, or continuing the professional relationship was discussed.

Process Adherence

Enrollment or Registration Inquiry

The student or parent inquired about course enrollment, class registration, or waitlist status.

Process Adherence

Escalation Option Offered When Needed

The agent offered an escalation path or warm transfer when the customer showed elevated dissatisfaction or intent to escalate.

Process Adherence

Estimate Provided

A price estimate or quote was provided to the customer, including specific dollar amounts or cost ranges.

Process Adherence

Evaluation Confidence Low

Transcript quality or evidence was insufficient for a reliable evaluation.

Process Adherence

Fee or Cost Discussed

The agent and customer discussed fees, costs, or charges during the interaction.

Process Adherence

Fraud Reported

The customer reported suspected fraud, identity theft, unauthorized account access, or a compromised account.

Process Adherence

Graduation or Credential Inquiry

The student inquired about graduation requirements, degree completion status, a diploma, or credential issuance.

Process Adherence

Hold Occurred

A hold or extended wait occurred during the interaction, whether announced by the agent or unexpected silence.

Process Adherence

Hold Procedure Followed

Proper hold procedure was followed: an explanation was given, and permission was obtained before placing the customer on hold.

Process Adherence

Identity Verification Completed

Required identity verification was completed before account-specific actions or sensitive discussion took place.

Process Adherence

Learning Platform Issue Reported

The student reported a technical issue with the learning management system, online portal, or course access.

Process Adherence

Loan Terms Discussed

Loan terms, such as interest rate, APR, payment amount, or loan duration, were discussed.

Process Adherence

Opening Expectations Set

The agent set call expectations early: what would happen next, what was needed, and what the customer could expect.

Process Adherence

Out of Network Discussed

Out-of-network providers, costs, or balance billing implications were discussed.

Process Adherence

Overdraft or NSF Discussed

Overdraft fees, NSF charges, overdraft protection, or a negative balance issue came up in the conversation.

Process Adherence

Payment Options Presented

The agent presented available payment options, channels, methods, or plan types, relevant to the customer's situation.

Process Adherence

Plan Change Discussed

A service plan change, such as an upgrade, downgrade, or feature change, was discussed.

Process Adherence

Policy Modification Requested

The customer requested a change to their insurance policy: coverage, beneficiaries, address, or similar details.

Process Adherence

Premium or Cost Sharing Discussed

Premium amounts, deductibles, copays, coinsurance, or other cost-sharing details were discussed.

Process Adherence

Prior Authorization Discussed

The agent discussed prior authorization requirements, status, or process with the customer.

Process Adherence

Process Adherence Likely

The agent followed the expected internal process flow for the interaction type, with required steps executed in the right order.

Process Adherence

Project Status Inquiry

The client inquired about project progress, milestone status, or overall engagement status.

Process Adherence

Required Verification Completed

A program-required verification step, such as KBA or standard verification, was completed before the agent proceeded.

Process Adherence

Resource or Expertise Requested

The client requested additional resources, specific expertise, team changes, or staffing adjustments.

Process Adherence

Schedule or Course Change Requested

The student requested to add, drop, or change courses, switch sections, or resolve a scheduling conflict.

Process Adherence

Scope Change Requested

The client requested a change to project scope, requirements, deliverables, or engagement terms.

Process Adherence

Script Adherence Likely

The agent stated required script elements for the interaction type: the opening, disclosures, or campaign script components.

Process Adherence

Statement or Document Requested

The customer requested an account statement, tax document, verification letter, or other documentation.

Process Adherence

Timeline Concern Expressed

Concern about a project deadline, delivery timeline, or milestone date was expressed by the client.

Process Adherence

Transaction Dispute Raised

A transaction, an unauthorized charge, or a specific debit or credit was disputed by the customer.

Process Adherence

Tuition or Financial Aid Discussed

Tuition payments, financial aid applications, scholarships, grants, or education billing were discussed.

Process Adherence

Wire or Transfer Requested

The customer requested a wire transfer, ACH transfer, or other external money movement.

Resolution Quality

Confusion Unresolved

Customer confusion was expressed but never resolved by the end of the interaction.

Resolution Quality

Customer Needs Fully Addressed

The agent addressed all stated customer needs, including secondary questions, rather than narrowly answering only the first request.

Resolution Quality

Follow-Up Required

The interaction ended without resolution and required proactive follow-up.

Resolution Quality

Fulfillment Pending After Resolution

The agent completed a corrective action during the call but stated that downstream fulfillment or confirmation would occur later.

Resolution Quality

Handoff Without Resolution

A transfer or handoff occurred, but the customer's issue remained unresolved.

Resolution Quality

Issue Unresolved

The customer's issue remained unresolved at the end of the interaction.

Resolution Quality

Next Steps Confirmed

The agent confirmed clear next steps and ensured the customer understood the plan before the interaction ended.

Resolution Quality

Next Steps Stated

Explicit next steps were stated, covering what would happen next, by whom, and when.

Resolution Quality

Next Steps Unclear

The interaction ended without clear next steps being communicated to the customer.

Resolution Quality

Org Commitment Pending

The organization committed to a future action: a callback, sending information, or an internal follow-up.

Resolution Quality

Resolution Confirmed

Before closing, the agent explicitly confirmed the issue was resolved, or confirmed the expected resolution outcome.

Resolution Quality

Resolution Confirmed by Customer

The customer explicitly confirmed the issue was resolved, in their own words: ‘I’m in now,’ ‘that fixed it,’ ‘that works.’

Risk & Compliance

Authentication Secret Handling Coached

The agent instructed the customer not to speak authentication secrets aloud and redirected them to a secure entry method.

Risk & Compliance

Cease Contact Requested

The customer requested to stop contact or cease communications, a legal instruction with compliance implications.

Risk & Compliance

Clinical Advice Given

Clinical or medical advice was provided during the interaction, exceeding the agent's scope of practice.

Risk & Compliance

Compliance Disclosure Made

The agent made a required regulatory or compliance disclosure, such as a privacy notice, terms and conditions, or a fee disclosure.

Risk & Compliance

Compliance Gap Detected

A required compliance step, such as a disclosure or identity verification, was missing from the interaction.

Risk & Compliance

Debt Disputed

The debt's validity, amount, or ownership was disputed by the customer.

Risk & Compliance

Delinquency Discussed

An account's delinquent status, past-due balance, missed payments, or related consequences were explicitly discussed.

Risk & Compliance

Financial Advice Risk

Financial advice or a specific financial recommendation was given by an agent.

Risk & Compliance

Guarantee or Assurance Risk

An agent made a guarantee or assurance about an outcome they cannot fully control or predict.

Risk & Compliance

Mini Miranda Stated

The required federal disclosure was stated during the interaction. Not whether the agent had the script, but whether it was spoken.

Risk & Compliance

Payment Arrangement Discussed

A payment plan, settlement offer, or payment arrangement was discussed.

Risk & Compliance

Regulated Language Risk

Regulated financial advice, a guarantee, or a prohibited assurance was given during the interaction.

Risk & Compliance

Required Disclosures Stated

Program-required disclosures were stated during the interaction where regulations or policy require them.

Risk & Compliance

Sensitive Data Exposure Detected

Sensitive data, such as an authentication secret or payment card number, was spoken aloud.

Sales & Retention

Additional Service Recommended

Additional services or repairs were recommended to the customer, proactively suggested by the agent beyond the original request.

Sales & Retention

Loyalty or Rewards Inquiry

The customer inquired about loyalty program status, points balance, miles, or rewards redemption.

Sales & Retention

Objection Handling Effective

A customer objection, such as price, timing, or perceived need, was acknowledged, addressed, and effectively reframed by the advisor.

Sales & Retention

Product Inquiry Made

Questions about product details, features, specifications, or availability were asked by the customer.

Sales & Retention

Purchase Intent Expressed

The customer expressed intent or readiness to purchase, buy, order, or sign up for a product or service.

Sales & Retention

Retention Save Attempt

The agent actively attempted to retain or save a customer who had expressed churn intent.

Sales & Retention

Sales Upsell Attempted

The agent proactively attempted to sell additional products, services, upgrades, or add-ons to the customer.

Sales & Retention

Service Activation Discussed

New service activation, setup, installation scheduling, or initial provisioning was discussed.

Sales & Retention

Value Positioning Over Price

The advisor positioned products or services as high-value investments through differentiation and benefit-led framing.

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