Conversation Intelligence

Good evening.

Today
Calls Handled
98
▲ 14% vs yesterday
Closed Positive
72%
ended neutral or better
Avg Duration
02:41
▼ 18s vs yesterday
Tickets Generated
23
14 resolved · 9 open
Agents
8/8
All 8 live
Overall Sentiment98 calls today · closing sentiment
+0.4 avg score
Positive4647%
Neutral3334%
Negative1919%
Sentiment Shiftopen → close
The voice AI turned around 34 of 41 calls that opened negative, closing neutral or better.
NegativeNeutral21
NegativePositive13
NeutralPositive18
NegativeNegative7
Flagstone & conduct
Harsh tone4▲2
Escalation risk3—
Soft close5▼1
Confusion9▲3
Praise for service6▲2
Top Intentswk / wk
Billing question31▲9
Service complaint23▲4
Account update18▼2
Product information15▲5
Cancellation request11—
Records

Conversations

Answered
+92 345 3889884
Today, 7:48 PM
03:39 RecordingTranscriptSummary
Answered
+92 301 9990608
Today, 7:46 PM
04:07 RecordingTranscriptSummary
Answered
+92 305 1973060
Today, 7:45 PM
00:32 RecordingTranscriptSummary
Answered
+92 343 1629072
Today, 7:42 PM
00:31 RecordingTranscriptSummary
Answered
+92 306 8015764
Today, 7:41 PM
00:15 RecordingTranscriptSummary
Answered
+92 303 2521911
Today, 7:41 PM
03:58 RecordingTranscriptSummary
Answered
+92 346 1991709
Today, 7:38 PM
00:15 RecordingTranscriptSummary
Answered
+92 341 4745328
Today, 7:38 PM
00:05 RecordingTranscriptSummary
Answered
+92 340 7655194
Today, 7:37 PM
00:55 RecordingTranscriptSummary
Answered
+92 303 1781527
Today, 7:37 PM
00:15 RecordingTranscriptSummary
Answered
+92 342 5858837
Today, 7:35 PM
02:46 RecordingTranscriptSummary
Answered
+92 332 2976225
Today, 7:34 PM
00:20 RecordingTranscriptSummary
Answered
+92 344 4032085
Today, 7:31 PM
00:31 RecordingTranscriptSummary
Answered
Follow-ups

Tickets

All statuses
TKT-1042
Card unblock — identity mismatch, escalated to live agent
+92 345 3889884 · Created today, 7:52 PM · From call · Assigned: Contact Center
Escalated
TKT-1041
Debit card not received — 12 days since dispatch
+92 301 9990608 · Created today, 7:47 PM · From call · Assigned: Cards Team
Escalated
TKT-1040
Duplicate charge on POS transaction — reversal requested
+92 305 1973060 · Created today, 7:45 PM · From call · Assigned: Disputes
In progress
TKT-1039
International transaction declined — travel flag missing
+92 343 1629072 · Created today, 7:40 PM · From call · Assigned: Cards Team
In progress
TKT-1038
Raast transfer pending — beneficiary not credited
+92 322 8815530 · Created today, 7:33 PM · From call · Assigned: Payments
In progress
TKT-1037
Account opening — joint account guardian documents
+92 315 4402917 · Created today, 7:28 PM · From call · Assigned: Branch Ops
Open
TKT-1036
Locker availability inquiry — main branch waitlist
+92 333 7218465 · Created today, 7:21 PM · From call · Assigned: Branch Ops
Open
TKT-1035
Car financing quote — markup schedule requested
+92 302 5591174 · Created today, 7:14 PM · From call · Assigned: Consumer Finance
Open
TKT-1034
SMS alerts not received after SIM change
+92 345 8830219 · Created today, 7:06 PM · From call · Assigned: Digital Support
Open
TKT-1033
Mobile app login blocked after password reset
+92 336 4419820 · Created today, 6:58 PM · From call · Assigned: Digital Support
Resolved
TKT-1032
Cheque book request — delivery address update
+92 321 7702651 · Created today, 6:52 PM · From call · Assigned: Branch Ops
Resolved
TKT-1031
Statement request for visa processing — last 6 months
+92 308 1145093 · Created today, 6:47 PM · From call · Assigned: Operations
Resolved
TKT-1030
ATM cash retention — amount auto-reversed
+92 314 6620748 · Created today, 6:39 PM · From call · Assigned: ATM Ops
Resolved
TKT-1029
Zakat deduction exemption form submitted
+92 300 9284416 · Created today, 6:31 PM · From call · Assigned: Operations
Resolved
TKT-1028
Credit card annual fee waiver — loyalty applied
+92 342 5518307 · Created today, 6:24 PM · From call · Assigned: Cards Team
Resolved
TKT-1027
IBAN confirmation letter emailed
+92 331 8804172 · Created today, 6:17 PM · From call · Assigned: Operations
Resolved
TKT-1026
Dormant account reactivation completed
+92 307 2296035 · Created today, 6:09 PM · From call · Assigned: Branch Ops
Resolved
TKT-1025
Standing instruction set up — monthly rent transfer
+92 346 1130592 · Created today, 6:02 PM · From call · Assigned: Payments
Resolved
TKT-1024
Card PIN reset via helpline verified
+92 323 9947261 · Created today, 5:55 PM · From call · Assigned: Contact Center
Resolved
TKT-1023
Profit rate inquiry — term deposit tiers shared
+92 312 3308814 · Created today, 5:48 PM · From call · Assigned: Contact Center
Resolved
TKT-1022
Address update — utility bill verified
+92 335 6672940 · Created today, 5:41 PM · From call · Assigned: Branch Ops
Resolved
TKT-1021
Funds transfer limit enhancement approved
+92 304 8851623 · Created today, 5:33 PM · From call · Assigned: Digital Support
Resolved
TKT-1020
Balance certificate issued for embassy
+92 340 2217485 · Created today, 5:26 PM · From call · Assigned: Operations
Resolved
Analysis

Sentiment

Per call
Trajectory
Evidencemoments that moved the call
Analysis

Flags

Needs review
Harsh4 Escalation risk3 Soft close5 Confusion9 Praise6
Flagged callswith the moment that triggered the flag
!
Customer tone turned harsh at 01:42 Harsh
"This is the third time I'm calling about the same issue"
+92 309 4151952
Review
!
Threatened to leave for a competitor at 02:10 Escalation risk
"agar aaj hal nahi hua to main account band kar dunga"
+92 321 2053424
Review
!
Customer agreed but sounded unconvinced at close Soft close
"theek hai... dekh lete hain" — hesitation detected in final minute
+92 340 4455413
Review
!
Repeated the same question three times Confusion
customer did not follow the explanation of the new plan
+92 338 8173808
Review
✓
Unprompted praise at end of call Praise
"bohat asaan tha, shukriya — pehle se kaafi behtar service hai"
+92 327 8603172