Workspace · Scale plan
Insights
Aggregate views built nightly from call transcripts and sentiment classifications. NPS surveys live here too.
Calls per day (14d)
Trailing two weeks; weekends in lighter shade.
Top intents
Shares of all classified intents this period.
Order status
42%Refund / store credit
18%Product question
14%Shipping change
9%Subscription pause
7%Other
10%Repeat callers
People who called more than 3 times this month.
| Caller | Calls | Satisfaction trend |
|---|---|---|
| Riley P. | 7 | high |
| Sara O. | 5 | low |
| Maya C. | 4 | mid |
Escalation funnel
Where calls go from received to human handoff.
Calls received
312Auth tier 2+
19863%Tools fired
16784%Resolved by agent
14285%Escalated to human
2518%