Tone signals
Beyond the words, VOIX listens to how a call sounded. As the transcript is produced, each stretch of speech is read for its emotional character, giving you a picture of the mood of the conversation that text alone cannot capture.
Three dimensions
Tone is described along three independent dimensions, each on a simple low-to-high scale:
| Dimension | Low ↔ High |
|---|---|
| Energy | Calm, flat ↔ animated, intense |
| Control | Tentative, yielding ↔ assertive, in command |
| Positivity | Negative, displeased ↔ warm, pleased |
These are reported per speaker, so you can see, for instance, that one side stayed calm while the other grew more intense.
How the mood moved
Just as useful as the averages is the trend: VOIX compares the first half of each speaker’s contribution to the second half and tells you whether their energy, control, and positivity rose, fell, or held steady. A call where the customer’s positivity climbs from start to finish reads very differently from one where it drops, even if the averages look similar.
One signal among many
Tone is a clue, not a verdict. A calm complaint still reads as low energy, and sarcasm can flip positivity. VOIX combines tone with what was actually said when it scores a call, and you should read it the same way: alongside the transcript and the analysis, not on its own.
This is exactly 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.