Voice AI · Collections
Call history & QA
Every AI-led collections call, transcribed, scored and checked against RBI fair-practices guardrails.
Calls today
4,182
↑ 6.3% vs yesterday
Avg AI QA score
87.4
↑ 1.9 pts WoW
Full AI containment
79%
↑ 3 pts WoW
Escalated to human
6.2%
↓ 0.8 pt WoW
Call list
Filter by outcome and preferred language
| Time | Customer | Bucket | Lang | Duration | Outcome | Sentiment | QA |
|---|---|---|---|---|---|---|---|
| 09:14 IST | Rohit Sharma CL-88231 | 0-30 DPD | Hindi | 3m 12s | PTP taken | Positive | 92 |
| 10:02 IST | Lakshmi Narayanan CL-88214 | 31-60 DPD | Tamil | 4m 40s | Dispute raised | Negative | 78 |
| 11:20 IST | Sandeep Reddy CL-88190 | 61-90 DPD | Telugu | 2m 05s | No response | Neutral | 85 |
| 12:45 IST | Priya Deshmukh CL-88176 | 0-30 DPD | Marathi | 3m 58s | Paid on call | Positive | 96 |
| 14:10 IST | Arvind Menon CL-88155 | 90+ DPD | Hinglish | 5m 30s | Settlement discussed | Neutral | 81 |
Transcript viewer
Rohit Sharma · CL-88231 · Hindi
Namaste Rohit ji, main Fibe se bol raha hoon aapke loan account ke baare mein.
Haan bataiye, kya hua?
Aapki EMI ₹4,250 ki 6 din se pending hai. Kya aap aaj ya kal tak pay kar sakte hain?
Haan main kal shaam tak kar dunga.
Dhanyavaad, main is promise ko note kar raha hoon aur SMS confirmation bhej raha hoon.
Compliance checklist
- Agent identity disclosed
- Loan account & purpose confirmed
- No threatening language used
- Third-party details not disclosed
- Recording disclosure given
- Called within 08:00-19:00 window
Outcome mix
Share of closed calls this week
Sentiment trend
Positive vs negative call share · last 6 days