Every call analyzed, not a sample of them
Quality teams listen to a handful of calls a week and hope they were representative. Vocalis analyzes all of them when they end, across thirteen sections, and links every finding to the seconds of audio it came from.
What comes back from a call
Analysis runs when the call ends rather than in a nightly batch, so a missed promise or a safety flag is in front of someone while it can still be acted on.
“I’ve booked a callback with our appeals team for Thursday at two.”
Every finding carries its evidence
A finding is not a label. It arrives with the lines that produced it, the start and end timestamp of those lines, and a confidence score. Press play and you are at that second, not at the top of a four minute recording.
That is what makes the analysis usable rather than merely present. Disagreeing with it takes about as long as reading it, which is the difference between a team that trusts the output and a team that ignores it.
Appeals team will call the member back Thursday at 2 PM.
“I’ve booked a callback with our appeals team for Thursday at two.”
Human, voicemail, or a phone tree
On outbound work the first question is whether anyone actually answered. The analysis distinguishes a live human from a voicemail greeting and records whether a message was left, so a campaign’s reach number means what it says.
If the call landed in somebody else’s phone menu, that is captured too: the path taken, whether it reached the right destination, and whether it got stuck. Which turns a stack of failed calls into a fixable routing problem.
Objectives are yours, not ours
Objectives are defined per campaign, in your words, and the analysis reports each one as met, not met, or unknown, with the reasoning and the evidence behind the call. Sub-objectives break a compound goal into the parts that actually failed.
Ask the record a question
Reports are not a fixed set of dashboards you file a ticket to change. Ask in plain language, get the chart, then share the link, export it, or have it arrive on a schedule.
The questions worth asking are the operational ones. Which reasons drove the most repeat calls last month. Where resolution time is going. Which line is generating callbacks nobody is making.
Trends, not just totals
The same data behind the per-call view drives the trend views: resolution time by agent, objectives met by campaign, sentiment by line. Because every call is analyzed rather than sampled, a trend is a trend and not an artefact of which calls somebody happened to pull.
Getting it out
Reports can be shared as a read-only link for people who should not have an account, exported to CSV or Excel, or scheduled so the weekly numbers arrive without anyone opening the product. The same data is on the API if it belongs in a warehouse.