Automatic Quality Control for Every Call, Not Just a Sample
Manually reviewing call center conversations only covers a fraction of daily volume, so problems like rude tone, offensive language, or long customer holds are often caught late — if at all. This dashboard analyzes voice and text automatically, flags problem calls in real time, and tracks every operator's performance.
CONNECTED MODULES
How the Modules Connect
Call archives, operator records, and center-wide analytics all feed the same live dashboard, so nothing gets reviewed — or reported — in isolation.
See a Flagged Call Live
Pick a call below to see how the system detects tone, offensive phrases, and long holds automatically.
مشتری: چرا انقدر دیر جواب میدید؟ اپراتور: خب معلومه چون شما بلد نیستین درست توضیح بدین...
Center-Wide Analytics Overview
The same indicators supervisors watch on the live performance dashboard.
What Each Module Covers
The full path from raw recordings to operator accountability and center-wide reporting.
Archive & Live Monitoring
Full searchable call archive with date filters, live monitoring of ongoing calls, automatic flagging of problem calls, per-call key-point summaries, and a bookmarks section for quick access.
Operator Management
Operator roster with score, join date, and live status (online, on leave, busy, offline); add or edit operators; per-operator call history and performance reports.
Analytics & KPIs
Total call volume and monthly trend, service level, average call and hold time, online operators, queue length, average response score, satisfaction breakdown, unanswered/missed rate, recording rate, and infrastructure (GPU) status.
Start a Strategic Partnership
Contact Hiwa's experts to assess your organization's needs and design the right path for digital transformation, artificial intelligence, and data integration.
NDAs Standardized
Strictly confidential cryptographic review process.
Systematic Assessment
Complimentary architecture diagnostic blueprint.