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Speech analytics: every call scored against your script

Phonix pulls recordings from your PBX, transcribes the call by speaker and checks it against your checklist. Team leads see which items the team misses and which managers follow the script.

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Listen to a call review

Checklist items get their verdict the moment the relevant phrase is spoken. Click a quote to jump to that point in the recording.

Manager's call: Anna

inbound 00:00 / 01:16 Inbound call: kitchen sale

73 points out of 100 Script passed
Manager Client

Transcript by speaker

  1. 00:00 Manager

    Linia Kitchens, Anna speaking, hello!

    Студия кухонь «Линия», Анна, здравствуйте!

  2. 00:04 Client

    Hello. I left a request on your website yesterday, I wanted to ask about prices.

    Здравствуйте. Я вчера оставлял заявку на сайте, хотел узнать по ценам.

  3. 00:09 Manager

    Yes, I can see your request. What's your name?

    Да, вижу вашу заявку. Как я могу к вам обращаться?

  4. 00:13 Client

    Sergey.

    Сергей.

  5. 00:15 Manager

    Sergey, tell me about your kitchen: size and shape?

    Сергей, расскажите, какая у вас кухня: размеры, форма?

  6. 00:20 Client

    Straight, three metres. I'd like light fronts without handles.

    Прямая, три метра. Хочется светлые фасады, без ручек.

  7. 00:24 Manager

    Good choice, that's our most popular option. A straight three-metre kitchen with those fronts starts at 180 thousand roubles.

    Хороший выбор, такие сейчас берут чаще всего. Прямая кухня на три метра с такими фасадами стоит от 180 тысяч.

  8. 00:34 Client

    Wow. Another showroom quoted me 150.

    Ого. В другом салоне мне называли 150.

  9. 00:38 Manager

    I understand. We use Blum fittings with a ten-year warranty, and there's a 12-month instalment plan at no extra cost: that's 15 thousand a month.

    Понимаю. У нас фурнитура Blum с гарантией десять лет и рассрочка на год без переплаты: выходит 15 тысяч в месяц.

  10. 00:48 Client

    The instalment plan sounds interesting. How long does production take?

    Рассрочка интересно. А по срокам сколько делаете?

  11. 00:52 Manager

    Production takes 35 working days after the measurement.

    Изготовление 35 рабочих дней после замера.

  12. 00:56 Client

    That works, I need it by November.

    Нормально, мне к ноябрю надо.

  13. 00:58 Manager

    We'll make it. Shall I book a free measurement visit? There are slots on Wednesday or Thursday.

    Успеем. Давайте запишу вас на бесплатный замер? Есть время в среду или в четверг.

  14. 01:05 Client

    Can we do Thursday evening?

    В четверг вечером можно?

  15. 01:07 Manager

    Booked for Thursday at 7 pm. The measurer will call an hour before. See you, Sergey!

    Записала на четверг, на семь вечера. Замерщик позвонит за час. До встречи, Сергей!

  16. 01:14 Client

    Goodbye.

    До свидания.

Script checklist

  1. Greeting Introduced self and company Done

    Named the company and herself in the first sentence.

  2. Discovery Asked for the client's name Done

    Asked for the name and used it afterwards.

  3. Discovery Clarified kitchen size and shape Done

    Open question about size and shape; the client added front preferences himself.

  4. Discovery Asked about the budget Missed

    The price came before any budget question, so the client compared it with a competitor right away.

  5. Discovery Asked about the deadline Partly

    The client mentioned the deadline himself; the manager didn't ask.

  6. Pitch Linked benefits to the client's needs Partly

    Warranty and instalments were mentioned, but not tied to what the client asked for.

  7. Objections Handled the price objection Done

    The competitor comparison was handled with the warranty and the monthly payment.

  8. Closing Agreed on a dated next step Done

    The measurement visit is booked for a specific day and time.

  9. Wrap-up Summarised the call Partly

    The visit time was repeated, but the address and price were left out.

Appears when the call ends

Call summary

The client had left a request on the website and asked about the price of a straight 3 m kitchen. The manager quoted a price, handled the competitor comparison with the warranty and instalments, and booked a measurement visit for Thursday.

Measurement visit booked for Thursday, 7 pm

Objections

  • Another showroom quoted 150 thousand handled

Coaching tips

  1. Ask about the budget before quoting: it makes it easier to offer the right configuration.
  2. Ask when the kitchen is needed before talking about production time.
  3. Repeat the agreements at the end: visit date, address and who will call back.

Metrics

Manager 73%Client 27%
Turns
16
Longest pause
0.7 s

Example: Linia Kitchens, a made-up kitchen studio. The call is in Russian with an English translation; the voices are synthetic.

How a call gets into the report

  1. Recording

    Megafon PBX sends every call with a recording link, MTS PBX is synced every 5 minutes, Asterisk uploads the file after the call. The API accepts recordings from other systems.

  2. Transcript

    Speech becomes text with timestamps, split between the manager and the client.

  3. Scoring

    For each checklist item the model gives a verdict: done, partly, missed or not applicable, with a quote and a timestamp.

  4. Outcome

    A score based on item weights, a pass threshold, client objections and up to three coaching tips. A call.analyzed event goes to your CRM.

List of manager calls with score, outcome and source
Calls with score and outcome: filter by manager, direction and threshold.

How the score works

A done item gives its full weight, a partly done item half of it, a missed item zero. Items that do not apply are left out.

11 of 15 → 73 points

  • Introduced self and company weight 1
  • Asked for the client's name weight 1
  • Clarified kitchen size and shape weight 2
  • Asked about the budget weight 2
  • Asked about the deadline weight 1
  • Linked benefits to the client's needs weight 2
  • Handled the price objection weight 2
  • Agreed on a dated next step weight 3
  • Summarised the call weight 1
  • done
  • partly
  • missed
Script report: item completion across the team, client sentiment and score distribution
Script report: the items your team misses most, client sentiment and the manager ranking.
Call card with transcript and checklist
Call card: transcript by speaker and a verdict with a quote for every item.

More analytics features

Your own checklist
Items with a stage, description and weight, and a pass threshold in percent. You can keep several scripts.
Conversation metrics
Manager talk share, number of turns, interruptions and the longest pause.
Client sentiment
Positive, neutral or negative by the end of the call.
Only the calls you need
For each PBX you pick call directions and a minimum duration, short calls are skipped.
Re-scoring
After a checklist edit, a call is re-scored with one click.
Manager ranking
Average score and pass rate for every manager over the period.

Speech analytics FAQ

Which PBXs are supported?

Asterisk, Megafon PBX and MTS PBX. Recordings from other systems can be sent via the REST API with the client's number and the manager's extension.

Are all calls reviewed or only some?

For each PBX you choose inbound, outbound or both, and a minimum duration. Automatic review can be turned off and started manually.

How do I see why an item failed?

Every verdict has a comment, and done or partly done items have a quote with a timestamp. Clicking the quote seeks the recording to that point.

How are calls matched to managers?

By the extension or PBX login set in the employee's card. Calls are assigned automatically.