Stop Listening to Every Call. Define What Matters.
Metricsense analyzes call transcripts from your call center and lets you define any insight in plain English. Unlike basic transcription tools, Metricsense analyzes both sides of the call: customer complaints, frustration, and recurring issues on one side; SOP compliance, resolution quality, and empathy scoring on the agent side. Every insight links to the exact moment in the transcript.
The problem
Calls Nobody Listens To
Your call center records hundreds of calls per day. Quality teams listen to maybe 2-3% of them. The other 97%, including the ones that reveal systemic issues, are never heard.
No Way to Find Patterns Across Calls
One customer mentions a billing issue. Another mentions the same billing issue in different words. Without analyzing all calls together, the team never realizes 200 customers called about the same problem.
Agent Performance Is Invisible
You know which agents resolve tickets fastest, but you don't know which agents actually listen, show empathy, follow SOPs, or make accurate promises. The metrics you track miss the quality that matters.
Insights from Calls Never Reach Product
Call center data is the richest source of customer feedback. Customers explain their frustrations in detail, with emotion. But this data sits in recordings nobody reviews. Product decisions are made without it.
How Metricsense solves it
Connect your call system
Metricsense ingests transcripts in real-time from AWS Connect or any call system that provides transcripts. Upload historical transcripts via CSV.
Define insights for both sides of the call
Customer-side: "What is the primary complaint?" "Rate frustration level: low, medium, high." Agent-side: "Did the agent follow SOP?" "Rate empathy: poor, adequate, strong." Metricsense applies each definition to every transcript and structures the results.
Act on evidence
Identify training gaps from actual conversations. Export findings to Jira. Compare agent performance across teams.
“A financial services company had thousands of support call recordings that nobody was systematically analyzing. Using Metricsense, they discovered that a specific policy explanation was consistently confusing to customers, mentioned across hundreds of calls in different words. The insight triggered a rewrite of their customer-facing documentation that reduced repeat calls on that topic.”
Frequently asked questions
Metricsense analyzes transcripts. It integrates with call systems like AWS Connect that provide transcripts. If your system provides audio only, you'll need a transcription service first.
Yes. This is a core differentiator. Metricsense analyzes customer-side feedback (complaints, frustration, escalation triggers) AND agent-side performance (SOP compliance, empathy, tone, clarity, resolution quality).
SOP compliance, follow-up quality, resolution patterns, empathy scoring, tone and clarity scoring, and training gap identification. All derived from actual conversations, not ticket metadata.
Yes. Metricsense provides per-agent scoring and team comparison views, so you can identify top performers and specific training needs.
Unlock the insights buried in your call recordings.
Upload your transcripts and define your first insight. Free, no credit card required.