Analysis & scores
Once a call is transcribed, VOIX reads the entire conversation and produces a structured assessment of it. This assessment is typically the first output reviewed.
Title and summary
Every call receives a short title, describing what the call was about, and a summary of one to three sentences conveying what was discussed and decided. Both describe the substance of the call, the material conversation, rather than the small talk, hold music, or sign-offs surrounding it.
The six scores
VOIX rates the substance of the conversation on six dimensions, each from 0 to 100, where a higher value is better. Every score is accompanied by a written explanation documenting the reasoning behind it.
| Score | What it measures |
|---|---|
| Efficiency | How directly the call reached its purpose without unnecessary back-and-forth. |
| Agreeableness | How cooperative and constructive the exchange was between both sides. |
| Balance | How evenly the conversation was shared, rather than dominated by one side. |
| Motivation | The degree of drive and intent to move forward that was conveyed. |
| Sentiment | The overall positivity of the conversation. |
| Understanding | How well each side grasped what the other was saying. |
Success
In addition to the scores, each call carries a success flag: a yes/no assessment of whether the call achieved its objective. As with the scores, the flag is left empty when there is no substantive conversation to evaluate.
Topics and advice
VOIX also extracts the topics raised during the call, which support grouping and filtering, and, where appropriate, a short piece of advice: one concrete suggestion for handling a similar call more effectively.
Direction
If the call’s direction (inbound or outbound) was not provided at submission, VOIX infers it from the conversation; for example, a “thank you for calling” greeting indicates an inbound call. A direction supplied at submission always takes precedence over the inferred value.
Written in the language of the call
As with the transcript, all free-text output (title, summary, advice, explanations, and topics) is written in the language of the call. See Transcripts.