One call, start to finish.
CallSniper transcribes and scores recorded calls received through the API or uploaded from your phone service. Follow Dana Whitlock’s 52 second call for Ferncrest Plumbing and Drain: a caller reports a water heater leak, and Dana moves on without reading the callback number back. The same recording carries through the transcript, scorecard and alert rule, then into Dana’s weekly trend.
Calls arrive through the API or a phone service upload.
Recordings arrive through the API or are uploaded from your phone service. Each call moves through transcription and scoring after it ends.
This recording belongs to Ferncrest Plumbing and Drain. Dana Whitlock handled the 52 second call about a water heater leak. Score it to see the missed callback confirmation that the next stages follow.
0of 1 scored
- 2026-09-15-1241-4414.wavPendingComplete67%never read the callback number back
Every recording is waiting on the scorecard. Scoring runs after the call ends.
The recordings here are samples. An evaluation runs the same way on a batch of your own calls, with transfer, access and retention agreed in writing first.
The transcript shows the moment the callback number went unconfirmed.
Every line carries a speaker label and a timestamp, so a supervisor can jump to the caller giving the number and see the agent move on without reading it back.
Each flagged moment says in plain words what happened and lands on the line that produced it, which is where the coaching conversation starts.
67%Call score
4 of 6 checks passed
3 moments flagged on this call
Number not read back
The caller gave a callback number, and the agent moved on without repeating it.
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.
The scorecard shows what that miss cost the call.
The scorecard is built from the team's own standards, written as the checks a call has to pass. This call passed four of its six, which is a score of 67%.
Reading the callback number back is one of the two it missed. Selecting that check says what happened and highlights the line where it happened.
67%Call score
4 of 6 checks passed
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.
What the scorecard listened for
The caller gave a callback number, and the agent moved on without repeating it.
Sample call. The checks come from your own scorecard.
An alert rule sends the flagged call where someone will act on it.
Conditions on the score, a client tag, the account, or the call length move matching calls into a smart folder and tell a supervisor by email or in a channel.
The rule runs on every scored call, so the next missed number takes the same path.
When a call scores below 70%, file it in the Coaching folder and email the supervisor.
1 of 1 call would be filed and flagged.
- Dana Whitlock, 67%, never read the callback number back.
Sample call. Rules use your own scorecard and your own folders.
The agent's trend shows whether the missed step is a pattern.
Twelve weeks of Dana Whitlock's scored calls sit against the team average. Her last three weeks slipped from 82% to 71%.
Not reading callback numbers back is her most common miss, so the coaching session has a place to start.
Pick an agent
This agentTeam average
Dana’s scores slipped for three weeks running, from 82% to 71%.
Her most common miss: not reading callback numbers back.
Sample data. Trends come from every scored call, not a sample of them.
Each stage has its own page.
Each page covers one part of the workflow in more detail.
- Call transcriptionEvery line carries a speaker label, a timestamp, and a confidence score.
- ScorecardsEvery check on the scorecard comes from the team's own standards.
- AutomationsConditions route scored calls into smart folders and alerts.
- ReportingAgent and client dashboards export to CSV and PDF.
- Coaching notesPlayback, summary, notes, and highlights sit on one screen.
Bring one of your own calls.
Connect recordings through the API or upload them from your phone service. With your team’s standards in place, follow one call through the same five stages.