Monitoring and quality
Your operation learns from every conversation, not from a sample.
Sentiment, classification, quality and Speech Analytics on 100% of interactions — in the same place where they happened.
- 100%
- of interactions evaluated against your criteria
- 1 year
- of metadata and transcripts available for audits
- 0
- exports to another tool
Quality
Evaluate everyone, not three calls a week.
Quality is no longer measured by sampling. Every interaction is evaluated against your operation's criteria, on the same conversation the agent handled — and the feedback arrives while it can still make a difference.
Quality Management
Automatic evaluations using the criteria your operation defines, on every interaction. No spreadsheets, no random call picks and no waiting until the end of the month to know how the week went.
Script and protocol adherence
Finds where the script was not followed and where the protocol was skipped, without anyone listening call by call. In regulated operations, this is what backs compliance with evidence, not sampling.
What happened on screen
Beyond voice and chat, what the agent did on screen goes into the evaluation. You can tell whether the path was right, not just whether the answer sounded good.
Goals the team can follow
The supervisor turns what the shift dashboard shows into a mission: they choose the metric, the target and the deadline, and follow each person as the shift runs. Agents see their own bar move during the day, and the achievement shows up for the team when the mission closes. Since every conversation is evaluated, the quality score acts as a safeguard: a mission only counts if the service stays good.
Conversations
What calls are saying, without anyone having to listen to all of them.
Every conversation becomes data: what was said, how it was said and what keeps coming up. The operation learns why customers are getting in touch before the reason turns into volume.
Sentiment read during the conversation
Text and voice analyzed while the conversation happens, so the agent can adjust their tone and the supervisor can prioritize customers about to give up. Afterwards, the same signal is consolidated by period and by reason.
Speech Analytics
Captures, transcribes and analyzes calls to identify patterns, sentiment, risks and opportunities. What used to depend on someone listening now shows up on a dashboard.
Recurring topics
A competitor mentioned, an objection, a reason for dissatisfaction: what shows up in many conversations is detected early — before it becomes a queue, and before it becomes a public complaint.
Wrap-up and classification
Wrap-up happens in the conversation itself, while it's still fresh, and it's what closes the session. Each interaction is classified by request type, without depending on the memory of whoever handled it — it's what puts numbers on the question "why are customers calling?".
Search inside calls
A transcribed call becomes searchable text. To find where someone mentioned a refund, just search for the word — without replaying hours of audio.
Management
The shift in view now, and the evidence kept for a year.
Supervisors don't find out about the peak in the next day's report: volume, time and service level show up while the shift is running. And what the analysis finds becomes a dashboard for decision-makers and a record for auditors.
Volume, time and service level now
A dashboard tracks the shift: how many conversations are in each channel's queue, how long they've been waiting and how much of the operation is within the service level.
Rebalance before it becomes a queue
With the shift in view, you can reinforce a channel that's piling up before the wait time blows up — not after, when the customer has already given up.
Dashboards and reports
Monitoring and visualization of interaction data, built the way your operation tracks it. Nobody needs to consolidate spreadsheets at the end of the day.
One year of history for audits
Date, time, identifier and transcript of every interaction, kept for one year. When the audit asks, the conversation is there — not scattered across recordings in different systems.
No exporting to another tool
The analysis runs on the same conversation the agent handled. No copy of the data goes to a separate tool, and there's no gap between what happened and what was measured.
Gamification in Dialogi.ai
Your team already plays. Now it levels up.
Dialogi turns your KPIs into clear progress, so performance is easy to see, measure and celebrate.
No add-on. Just Dialogi.
No extra module, no outside tool and no integration to maintain. Dialogi uses the metrics you already track, right where customer service happens.
The mechanic
From challenge to recognition in three steps.
Gamification is built into Dialogi, right next to every conversation. No extra system. No extra login.
01 · Missions
Challenges with clear goals
Create goals and challenges based on the metrics that matter to your team.
02 · Leaderboard
Visible progress
Use points, rankings and results to show how each person and the whole team are progressing.
03 · Achievements
Recognition that keeps people moving
Celebrate achievements with badges and rewards that reinforce great work and shared goals.
FAQ
What people usually ask.
Quality Management evaluates interactions against your criteria. Speech Analytics analyzes calls.
No. The analysis runs on the same conversation the agent handled, with dashboards and reports inside the platform.
The metadata of each interaction, including the transcript, is available for one year.
It is a probabilistic reading of text and voice, with a margin of error. It helps guide the response and prioritize cases, not replace the judgment of the person serving the customer.
On the same platform
The three modules run together, with nothing underneath.
Dialogi doesn't need another platform to work. Customer service, channels, automation and analytics read the same conversation.
See Dialogi in your operation.
