Support calls graded on whether the problem actually moved forward.
Telecom callers arrive with an outage, a bill and a question about their plan, often in the same call. VoiceLens ships a telecom-support rubric and flags the moments where the agent kept troubleshooting a problem the caller had already moved on from.
Free to start · Works with any call platform · Same rubric for bots and people
How VoiceLens helps
From transcript to a scorecard your team acts on.
A support rubric for your queue
The built-in telecom template covers identification, the troubleshooting path and the resolution confirmation; branch it per product line with cases.
Pivots and repetition caught automatically
Missed pivot and question-repetition faults surface the exact turn where the conversation stopped making progress.
Latency you can put a threshold on
Per-turn agent latency is reported as median, P95 and maximum and graded against your own threshold, and drops in health can trigger alerts and webhooks.
Fault detection
What VoiceLens catches on these calls
Every fault is timestamped and pinned to the transcript turn it came from, for AI and human agents alike.
Missed pivot
The caller changes topic or intent and the agent does not follow.
Question repetition
The agent asks for something the caller already gave.
Agent latency
Slow replies after the caller finishes speaking, measured per turn.
Sentiment drop
Caller sentiment falls sharply mid-call, with the turn it happened on.
VoiceLens ships a ready-made rubric for telecom and ISP support: the slots to capture, the questions to ask and the phrases to say are pre-filled, so your first graded call is minutes away.
How rubric templates work- Rubric templatesDefine what a good call looks like: slots, questions, required and forbidden phrases, case branching, thresholds, detector toggles, scoring weights, versions and AI drafts.
- Fault codesThe fourteen faults VoiceLens detects, what triggers each one, its severity, the evidence attached, and which ones you can switch off per rubric.
- Alerts and weekly digestGet notified when average health drops, danger or failure rates rise, or call volume changes, and receive a weekly summary for every workspace.
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Create a workspace, drop in a recording or a transcript, and read the first scorecard in minutes.