AI Insights: Moments & Quality Evaluation

Beyond summaries, PCA evaluates how the call was handled.

This section focuses on emotions and quality standards.

Moments: Emotional Signals in the Call

AI detects emotional shifts during the conversation and classifies them as:

• Positive moments
• Neutral moments
• Negative moments

💡 Why this helps:

• Identify frustration points
• Spot successful engagement moments
• Understand emotional flow, not just outcomes

Quality Checklist: How Well Was the Call Handled?

Each call is evaluated against predefined quality parameters, scored from 0–100.

Common parameters include:

• Call Opening
• Appropriate Probing
• Query Resolution
• Objection Handling
• Empathy Shown
• Call Closing

How Teams Use This

• Scalable QA without manual scoring
• Objective coaching conversations
• Performance benchmarking across agents

📌 Important: AI insights support QA—they don’t replace human judgment.