Metricsense

Metricsense reads 100% of your customer conversations, scores both the customer and the agent, and links every finding to the exact moment in the transcript that caused it. Every call your team takes is evidence. What the customer asked for, what the agent said, what the agent should have said and did not. Most teams review a handful of conversations a week and hope the rest were fine. Metricsense reads all of them. How it works 1. Connect your conversations. AWS Connect for calls, a CSV of transcripts, or the ingest API. Anything with an API can be connected. 2. Describe what a good conversation looks like, in plain English. "Did the agent explain the cancellation terms?" "Did the customer raise a complaint that was not acknowledged?" "Was a next step agreed before the call ended?" You write the check the way you would brief a new reviewer. Metricsense turns it into a concept that runs across every conversation, not a sample. 3. Open the evidence. Every conversation is scored on both sides, every score is ranked, and every score opens at the moment in the transcript that produced it. You never have to trust a summary. What makes it different - 100% coverage. Every conversation is read, not the ones a reviewer had time to pick. - Both sides scored. What the customer said and how the agent handled it, on the same conversation. - No tagging, no training. A concept is a sentence, not a taxonomy project or a data science job. - Every score is quoted. Click through to the transcript moment, every time. - Your data stays yours. Runs in your own cloud and region. Personal information is stripped before any transcript reaches a model. Avesta Labs, who build Metricsense, hold a SOC 2 Type I attestation, with the Type II observation period under way. - Ships to where the work happens. Export findings to Jira, GitHub and Slack. What you can expect Review queues ranked by risk, so the conversation that matters is the first one a human reads. Coaching built on what was actually said, per agent, with the moment attached. Recurring issues surfaced across the whole corpus, not the sample. The same QA team whatever your call volume does. Who uses it Teams that sell and serve by phone. Licensed financial services firms, where what is said on a call is the regulated act, run Metricsense on every sales and service call. It fits any business where the conversation is the transaction. What it does not do It does not decide anything for you. A flag is a candidate issue with the evidence attached; a person reads the transcript and makes the call. Getting started Metricsense runs on your conversations, in your cloud, and starts with a pilot: a sample of your calls, your own quality checklist turned into concepts, and a readout inside a week. Priced on conversation volume.