Tone signals

Beyond the words themselves, VOIX assesses how a call sounded. As the transcript is produced, each segment of speech is evaluated for its emotional character, providing a view of the mood of the conversation that text alone cannot capture.

Three dimensions

Tone is described along three independent dimensions, each on a low-to-high scale:

These dimensions are reported per speaker, so that you can observe, for example, that one side remained calm while the other grew more intense.

Trend over the call

As useful as the averages is the trend. VOIX compares the first half of each speaker’s contribution to the second half and reports whether their energy, control, and positivity rose, fell, or held steady. A call in which the customer’s positivity climbs from start to finish reads very differently from one in which it drops, even when the averages are similar.

One signal among many

Tone is an indicator, not a verdict. A calm complaint still reads as low energy, and sarcasm can invert positivity. VOIX combines tone with what was actually said when it scores a call, and it should be read the same way: alongside the transcript and the analysis, not on its own.

This is how tone feeds into scoring. The sentiment, agreeableness, and motivation scores weigh the sound of the call as one input among several, never as the whole story.