Monitor every call live.
Catch issues before payout.
Real-time QA scoring on active calls, AI transcript flagging, a prioritized review queue, and a semantic transcripts library — all working together to protect compliance and coach agents automatically.
Live QA Monitor · medicare_compliance
LiveFrom live call to coach and resolve.
Monitor calls live
8.6% of active calls are sampled for real-time QA scoring. Waveform feeds, live QA score, and flag badges update as the conversation unfolds — supervisors see everything without interrupting.
AI flags issues
Script drift, long silence, profanity, missing CMS disclosures, DNC requests, pressure tactics — all detected mid-call by the AI transcript engine with risk spans tied to exact moments.
Review queue
Flagged calls sort by severity into Critical / Warn / Info buckets. Supervisors play back audio, review the full annotated transcript, and resolve in one click.
Coach & resolve
Per-agent score reports and weighted scorecard criteria drive targeted coaching. Every flag links to the exact transcript moment — no hunting through recordings.
Every moving part.
Live QA scoring
Real-time QA score (0–100) on every monitored call. Waveform animation, flag badge overlay, and listen / whisper controls for supervisors — all without muting the call.
AI transcript analysis
Script drift, long silence, profanity, missing disclosures, DNC requests, and sentiment issues detected mid-call. Risk spans highlight the exact line in the transcript.
Review queue
Auto-flagged calls sort into Critical / Warn / Info buckets with agent assignment, flag type chips, and batch actions: play, mark reviewed, or dismiss.
Transcripts library
Semantic search across 23k+ transcripts. Risk triage filters: litigator bait, DNC request, missing disclosure, refund risk, pressure tactics — with inline keyword highlights.
Caller intelligence
Per-number profiles with trust status (trusted / suspect / blocked), 30-day call stats, conversion rate, carrier location, and tags. Repeat patterns flagged automatically.
Scorecard builder
Weighted criteria per program — each criterion carries a point value, optional auto-fail flag, and a live score preview calculated as earned / applicable × 100.
Networks where compliance is the product.
Medicare compliance
CMS disclaimer detection flags any call where the required disclosure is missed. Auto-fail scorecard criteria prevent payouts on non-compliant calls without manual review.
Auto insurance scripting
Script drift detection catches agents who deviate from approved rate-disclosure language. Per-agent score breakdowns drive targeted coaching sessions backed by call clips.
Solar leads silence detection
Long-silence flags surface dead-air patterns from poor-quality traffic. The transcripts library filters for refund risk and pressure tactics from solar appointment setters.
Final expense risk triage
Litigator bait, DNC requests, and pressure tactics surface in the review queue before a dispute reaches your legal team — with the exact transcript moment attached.
What teams always ask.
A configurable sampling rate (default 8.6%) selects active calls for real-time monitoring. The AI transcript engine scores each call continuously — evaluating script adherence, disclosure completion, silence patterns, sentiment, and risk language — updating the QA score (0–100) as the conversation unfolds. Supervisors see the live score, waveform, and flag badges without interrupting the call.
The AI flags: script drift (deviation from approved language), long silence (default 6s threshold, configurable), profanity, missing CMS or required disclosures, DNC requests, refund risk language, pressure tactics, sentiment drops, and potential fraud signals. Each flag ties to the exact transcript moment with the risk type and confidence score.
The risk lexicon manager lets you define custom keyword lists and semantic patterns per flag type. Built-in patterns cover TCPA litigator phrases, DNC triggers, and CMS disclosure windows. Workspace-specific patterns layer on top — add product-specific compliance language to monitor for your program rules without overwriting the defaults.
The library supports full semantic search — type a concept or phrase and it finds calls where that meaning appeared, even if the exact words differ. Risk triage filters narrow results by type: litigator bait, DNC request, missing disclosure, refund risk, or pressure tactics. Results show snippet previews with inline highlights at the matched moment.
Build a scorecard per program by defining criteria — for example, “CMS disclaimer read” worth 25 points with auto-fail enabled. Each auto-fail criterion, when missed, scores the entire call as non-compliant regardless of other criteria. The live score preview updates as you configure: score = earned points / applicable points × 100.
Related Pulse capabilities.
Your next revenue conversation
is already ringing.
Spin up tracking, telephony and AI in a single platform — the way modern US revenue teams do it.
Cancel any time