Loading customer history...
Snapcom CallIQ
See the Story Behind Every Call
Secure Access
Enter your credentials to view Snapcom CallIQ.
See the Story Behind Every Call
Enter your credentials to view Snapcom CallIQ.
See the Story Behind Every Call
Average sentiment ?
Loading activity heatmap...
Loading peak times...
Loading competitor data...
Loading keyword trends...
Loading sales leaderboard...
Loading promotion data...
Loading upsell data...
Loading blocker data...
Loading compliance data...
Loading compliance gaps...
Loading required mentions data...
Loading at-risk customers...
Loading retention data...
Loading frustration data...
Loading alternatives data...
Last synced just now
| Started | Direction | Scores | Insights | Caller | Callee | Duration | Actions |
|---|---|---|---|---|---|---|---|
| Thread Name | Company | Status | Phone | Calls | Quote Amount | Last Updated | Actions |
|---|---|---|---|---|---|---|---|
| Loading threads… | |||||||
Welcome to Snapcom CallIQ! This guide will help you get started with the call analytics platform.
CallIQ supports multiple authentication methods:
When you first log in, you'll see the Dashboard with:
The default date range is "Last 7 Days". Use the date selector to adjust the time period for all analytics.
What you can see depends on your assigned role:
| Role | Access Level |
|---|---|
| Admin | All calls across all domains |
| Reseller Admin | All calls within your reseller's domains |
| Supervisor | Calls from assigned agents only |
| User | Your own calls only |
Full system access with the ability to:
Multi-tenant oversight for partner organizations:
Team management capabilities:
Personal access level:
The Dashboard provides a comprehensive view of call analytics through interactive KPI cards and panels.
Switch between different analysis perspectives using the view tabs at the top of the dashboard:
| View | Focus | Key Metrics |
|---|---|---|
| Performance | Overall call metrics | Call volume, quality scores, agent stats |
| Sales | Revenue opportunities | Booking rates, promotions, upsells |
| Compliance | Process adherence | CC collection, follow-ups, compliance scores |
| Retention | Customer retention | Churn risk, cancel requests, save rates |
See the Focus Modes section for detailed information about each view.
Located at the top, these clickable cards show key metrics:
| Card | Shows | Click Action |
|---|---|---|
| Total Calls | Count of all calls | Resets all filters |
| Recorded | Calls with recordings | Filters to recorded calls |
| Follow-ups | Calls needing action | Filters to follow-ups |
| Avg Duration | Mean talk time | Shows calls with duration |
| Sentiment | Customer sentiment breakdown | N/A |
Donut chart showing inbound vs outbound call breakdown. Click segments to filter.
Histogram of quality scores with color-coded bands:
Compare agent metrics including calls handled, quality scores, and resolution rates. Click column headers to sort.
Two tabs: Trends shows call volume over time, Heatmap shows activity by hour and day.
Track discussion topics across calls including billing, support, sales, and more.
Click the gear icon to customize your dashboard. Drag panels to reorder, toggle visibility, or resize them.
The Calls view shows all calls matching your current filters.
Each call displays:
Click any call to see detailed information:
| Tab | Content |
|---|---|
| Transcription | Full transcript with speaker labels and timestamps |
| Summary | AI-generated summary, key points, action items |
| Quality | Score breakdown by component with specific feedback |
| Coaching | Improvement recommendations and focus areas |
| Follow-ups | Identified action items with priorities |
Listen to call audio with playback controls, speed adjustment (0.5x-2x), and download option.
Monitor and compare agent performance across your team.
Each agent shows:
Click an agent to see their detailed performance:
Agents are sorted by coaching priority by default. Those needing the most attention appear first.
Use natural language to explore your call data and get insights.
Ctrl+/ (Cmd+/ on Mac)| Option | Description |
|---|---|
| Today | Current calendar day |
| Yesterday | Previous calendar day |
| Last 7 Days | Rolling 7-day window |
| Last 30 Days | Rolling 30-day window |
| This Month | Current calendar month |
| Custom Range | Select specific dates |
Set minimum and maximum values to filter by quality score (1-10) or call duration (minutes).
The search box searches across:
Save frequently used filter combinations:
| Band | Score | Description |
|---|---|---|
| Excellent | 8.0 - 10.0 | Outstanding performance |
| Good | 6.0 - 7.9 | Meets expectations |
| Fair | 4.0 - 5.9 | Needs improvement |
| Poor | 0.0 - 3.9 | Requires attention |
Each call is evaluated on multiple dimensions:
| Component | Weight | Evaluates |
|---|---|---|
| Greeting | 15% | Professional greeting, name identification |
| Issue Identification | 20% | Active listening, clarifying questions |
| Resolution | 25% | Solution effectiveness, knowledge |
| Professionalism | 20% | Tone, patience, empathy |
| Call Closure | 20% | Summary, next steps, sign-off |
Coaching is recommended when:
AI quality analysis takes 5-30 minutes after call completion. Calls will show "Quality Pending" until processed.
Focus Modes provide specialized dashboards and analytics tailored to different business priorities. Switch between modes using the tabs at the top of the Dashboard.
Every call is automatically classified into one of these types:
Track revenue-generating activities and conversion opportunities:
| Metric | Description |
|---|---|
| Booking Rate | Percentage of calls that converted to bookings |
| Promotion Acceptance | Rate at which offered promotions were accepted |
| Upsell Success | Rate of successful add-on or upgrade sales |
| Revenue Score | Average revenue opportunity score (1-10) |
| Sales Leaderboard | Top agents ranked by booking conversion |
| Booking Blockers | Common reasons why bookings didn't happen |
Monitor adherence to procedures and script requirements:
| Metric | Description |
|---|---|
| Compliance Score | Average adherence to required procedures (0-100%) |
| CC Collection Rate | Percentage of booking calls with credit card captured |
| Follow-up Rate | Calls where required follow-ups were scheduled |
| Procedure Adherence | Rate of proper procedure following |
| Compliance Gaps | Most common procedural gaps identified |
| Required Mentions | Tracking of mandatory script elements |
Identify at-risk customers and track save attempts:
| Metric | Description |
|---|---|
| Cancel Requests | Number of calls with cancellation intent |
| Save Rate | Percentage of at-risk customers retained |
| Churn Risk Score | Average risk level of customers (1-10) |
| At-Risk Customers | List of high churn-risk interactions |
| Frustration Levels | Distribution of customer frustration (none/mild/moderate/high) |
| Alternatives Offered | Retention options presented to customers |
Regardless of which view you're using, critical alerts appear at the top when detected:
Admins can enable/disable focus areas and customize detection settings in Admin → AI Configuration. You can also set custom promotions and services to track.
This section is for Admin and Reseller Admin roles only.
/admin.htmlCreate and manage users:
Map supervisors to their agents:
Configure transcription settings:
Configure how calls are analyzed for Sales, Compliance, and Retention insights:
These settings apply per domain, allowing different business units to have different analysis priorities.
Monitor system status at /health.html:
Causes: Date range empty, filters too restrictive, permission restrictions
Solutions:
Explanation: AI analysis takes 5-30 minutes after call ends
Solutions:
Causes: No recording, call too short, API issue, poor audio
Solutions:
Causes: Large date range, many filters, network issues
Solutions:
Each panel shows "Updated X min ago". Click refresh for immediate update.
Filters to save:
Are you sure you want to delete ?
Warning: This will unlink all 0 call(s) from this thread. The calls themselves will not be deleted.
This action cannot be undone.
Important: Calls in this system are analyzed automatically using AI technology.
The following information is AI-generated and may contain inaccuracies:
Please review and verify all information before making business decisions based on this data.
Your AI-powered call intelligence platform
View call volume, quality scores, and trends at a glance
AI-generated transcripts with speaker identification and insights
Ask questions about your calls in natural language
Filter calls by date, quality, frustration level, and more
Group related calls together for better context tracking
Automatic agent performance and call outcome scoring
Description goes here
I can help you explore your call data. Ask me about calls, agents, or metrics.