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Customer Support & CSAT

For contact-center QA and product-feedback teams. Quantifies resolution, sentiment-per-minute, knowledge gaps, and recurring product issues with verbatim quotes.

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Insights per recording

Categories extracted

The insight schema

Every recording produces values for every key below, with verbatim evidence quotes and timestamps.

Issue

5 keys

· issue_category
· sub_category
· product_area
· root_cause
· first_reported_today

Resolution

6 keys

· resolution_status
· fcr_achieved
· workaround_offered
· ticket_escalated
· refund_credit_issued
· handoff_count

Sentiment

5 keys

· sentiment_at_open
· sentiment_at_close
· sentiment_low_point
· sentiment_high_point
· frustration_triggers

Agent Performance

6 keys

· empathy_demonstrated
· ownership_taken
· knowledge_gap_observed
· policy_misquote
· hold_time_sec
· talk_listen_ratio

Product Feedback

5 keys

· feature_request
· bug_repro_steps
· competing_product_mentioned
· documentation_gap
· ui_confusion_point

Risk

6 keys

· churn_risk
· cancel_threat
· escalation_to_supervisor
· social_media_threat
· legal_threat
· retention_offer_given

Compliance

4 keys

· pii_correctly_verified
· ndr_disclosure
· recording_disclosure
· authentication_method

Follow-up

4 keys

· callback_scheduled
· ticket_number_given
· email_summary_promised
· next_owner

Additional Observations

10 keys

· key_decision_made
· unexpected_revelation
· question_left_unanswered
· commitment_pending
· ambiguity_to_clarify
· action_item_owner
· action_item_due
· best_moment_quote
· worst_moment_quote
· overall_recommendation