Dashboard
28 Apr – 28 May · 130 calls in view
Total calls
130
+67 vs prior
Avg sentiment
6.2 / 10
-0.07 vs prior
Avg handle time
6:47
+29s vs prior
Negative calls
23
+12 vs prior
Anomalies & signals
Detected in this window
Sentiment on billing calls dropped to 5.1
29 billing calls in the filtered window. Compare with workspace avg of 6.2.
'Long wait time' mentioned in 50 calls
Up from a typical 2–3 per week. Check queue staffing or after-hours routing.
Sentiment over time
Daily average across 130 calls
≥ 6.54.5–6.5< 4.5
Call volume
by day
What customers are talking about
Search to reshape the cloud · click a word to filter the dashboard
Sentiment breakdown
130 calls in view
Top themes
What customers are calling about
01
Payment plan request
16
02
Hot water system failure
14
03
Insurance claim coordination
13
04
Warranty enquiry
12
05
Job site cleanliness
12
Customer questions
What they're asking
01
How long is the warranty on the unit you installed?
23
02
Can you come out today or is it a next-day booking?
21
03
Do you offer a pensioner discount?
18
04
Why was the call-out fee added separately?
15
05
Can I get an itemised quote before you start?
12
Objections & pain points
What's pushing back
01
The quote came in higher than expected
18
02
Competitor offered same job cheaper
16
03
Too long until you can attend
14
04
Want to think it over before committing
11
05
Not sure the work is covered under warranty
9
Recent calls
Most recent in the filtered set
| Ravi Cohen | LO Lachlan O'Brien | 7.0 | Yesterday, 5:53 pm |
| Noah Taylor | LO Lachlan O'Brien | 4.0 | Yesterday, 4:08 pm |
| Grace Nguyen | SA Sophie Andersen | 7.6 | Yesterday, 3:27 pm |
| Rebecca Foster | OM Olivia Mason | 6.2 | Yesterday, 2:24 pm |
| Hayley Cohen | TH Tom Henderson | 4.6 | Yesterday, 12:40 pm |
| Grace Nguyen | BC Ben Carmichael | 5.8 | Yesterday, 12:34 pm |
Top performing agents
By average sentiment
01
JW
Jordan Walker
13 calls · 7:12 avg
02
PS
Priya Singh
10 calls · 5:06 avg
03
DN
Daniel Nguyen
5 calls · 9:42 avg
04
MW
Marcus Webb
3 calls · 4:30 avg
05
TH
Tom Henderson
13 calls · 7:22 avg