Summary
Caller reported a water heater leak and left a number the agent never read back.
Three sentences a supervisor reads before deciding whether to open the call.
CallSniper / Coaching notes
Keep the coaching close to the call.
CallSniper marks the turns a supervisor should hear and keeps each one attached to the transcript. Opening a flagged moment lands on the line that produced it and says in plain words what happened, so the coaching starts from the evidence. The agent opens the same moment and hears it.
Inbound call, 0:52Ferncrest Plumbing and DrainAgent Dana Whitlock
67%Call score
4 of 6 checks passed
3 moments flagged on this call
No name given
The greeting named the company, and the agent never said who she was.
Call transcript
Thank you for calling Ferncrest Plumbing and Drain, how can I help?
My water heater is leaking all over the garage floor.
That sounds stressful. Let me get a technician out to you.
Please. It has been going for twenty minutes.
Is the water spreading toward anything electrical?
Not yet. This is Marcus Bell, and my number is 555-0147.
Got it. I am sending this to the on call technician now.
Sample call. The flagged moments come from your own scorecard.
What sits on the reviewer’s screen.
The desk sits beside the recording. A summary says whether the call is worth opening, the sentiment reading shows how the agent and the caller came across, and the tags say which queue the call belongs in.
Sentiment
Caller: negativeAgent: neutral
One reading for each speaker on the sample call.
Where sentiment analysis runs on a call, the reviewer sees a reading for the caller and one for the agent before reading a word.
Tags and highlights
callbackdispatchescalation
00:51 CallerIt is 555-0147. That is my cell.
Tags sort the call into the right queue, and a highlight keeps the exact words for the coaching session.
What a coaching note needs.
A note that changes the next call has three parts, and the desk asks for each one.
| Part | What goes there |
|---|---|
| What happened | The observed behavior in one sentence: the agent closed the call without repeating the callback number. |
| Where | The timestamp and the line: 00:56, “Got it.” |
| Next action | What the agent does on the next call: read the number back, then close. |
A note written this way holds up a week later, because the agent can open the moment and hear it.
Bring a call you disagreed about.
The pilot starts with a call two people scored differently. Both listen to the same moment in the desk, write the note there, and settle the disagreement on the recording.
Three things to have on the call.
- The call two reviewers scored differently, with both scores.
- The note the supervisor wishes had been written at the time.
- The example the whole team should hear at the next huddle.
Those three calls become the first notes, the first team example, and the first coaching thread in the workspace.
Schedule a demoTwo questions on review.
The questions a QA lead asks before the first note goes on a call.
Can a moment be saved for later?
Yes. Highlights and notes stay on the call and appear in the team examples list, so a strong moment is one click away in the next coaching session.
Who can see a coaching note?
Agree who may access recordings and notes with the team before an evaluation, then record those access requirements in the evaluation agreement.
Coach from the line in the transcript.
Bring a call the team argued about and pin the note to the line that started the argument.