TrackAgent gives call centers a smarter way to run call monitoring one that reviews every conversation, not just a sample. Instead of manual spot-checks that catch a fraction of what's really happening on the phones, AI call monitoring listens to, transcribes, and scores 100% of customer interactions in real time. Support, sales, and compliance teams get consistent, bias-free evaluation on every call, instant visibility into risk and performance trends, and coaching insights that reach agents before small issues become costly ones. It's call center quality assurance built for teams that can no longer afford to miss what happens in the calls nobody reviews.
| Criteria | Manual QA | TrackAgent AI Call Monitoring |
|---|---|---|
| Call Coverage | Reviews a small sample, typically 5–10% of calls | Evaluates 100% of calls automatically |
| Evaluation Speed | Hours per batch, delayed by reviewer availability | Scored within minutes of call completion |
| Scoring Consistency | Varies by reviewer, subject to human bias | Consistent AI scoring applied uniformly across every call |
| Risk Detection | Issues often surface days or weeks after the call | Compliance and quality risks flagged as they happen |
| Cost Efficiency | High labor cost per call reviewed, scales poorly | Lower cost per call as volume grows, no added headcount |
TrackAgent turns every customer call into structured, actionable data automatically, from capture to coaching.
TrackAgent connects directly to your existing phone system, CRM, and telephony stack to record and capture every inbound and outbound call, no manual uploads, no missed interactions. Whether calls come through Five9, Genesys, or your current dialer, TrackAgent ingests audio and metadata automatically, creating a complete, searchable record of every conversation across your call center.
Once a call is captured, TrackAgent's AI transcribes the conversation and applies natural language processing to understand what was said, how it was said, and what it means. Sentiment, tone, talk-to-listen ratio, keyword usage, and compliance language are all analyzed automatically, giving supervisors a complete picture of call quality without listening to a single recording.
Every call is scored against your custom QA scorecards the moment analysis is complete. TrackAgent applies consistent, rules-based and AI-driven scoring across script adherence, empathy, resolution accuracy, and compliance, removing the bias and variability that comes with manual grading, and giving every agent a fair, uniform evaluation on every call.
Scored calls don't just sit in a dashboard, TrackAgent converts them into specific, transcript-backed coaching recommendations for each agent. Supervisors see exactly where a call went well or fell short, with timestamped examples and suggested phrasing, turning QA data into targeted coaching instead of vague, after-the-fact feedback.
Beyond post-call analysis, TrackAgent gives supervisors direct visibility into calls as they happen, so support doesn't have to wait until after the customer hangs up.
Supervisors can silently listen in on any live call to check quality in real time, whisper coaching cues directly to the agent without the customer hearing, or barge in to take over a difficult conversation when it's needed most. This live call monitoring gives managers a direct way to support agents in the moment, not just review them after the fact.
A live dashboard shows every active call across the floor, with sentiment scores, compliance flags, and escalation risks updating in real time. When a call trends negative or a compliance issue is detected, TrackAgent alerts supervisors instantly, so they can step in before a call ends badly instead of finding out during a QA review days later.
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TrackAgent's AI does the heavy lifting of call quality monitoring, scoring, analyzing, and surfacing coaching opportunities automatically, on every call.
Avg. Scorecard Result
Script adherence, resolution & compliance
Every call is evaluated against your custom scorecards automatically, with no manual grading required. TrackAgent applies consistent AI scoring across script adherence, resolution quality, and compliance criteria, giving supervisors accurate performance data across 100% of calls instead of a small reviewed sample.
TrackAgent analyzes tone, sentiment shifts, and conversation flow throughout each call, identifying moments of customer frustration, satisfaction, or hesitation, revealing how the customer felt at each point in the call, deeper insight than a transcript alone can offer.
As calls are scored, TrackAgent automatically flags specific coaching moments, a missed empathy cue, a skipped compliance disclosure, an unresolved objection, and surfaces them directly to supervisors and agents, built from real call data instead of general performance reviews.
TrackAgent brings together the core capabilities call centers need to run quality assurance at scale, configurable, compliant, and connected to the tools you already use.
Build scorecards tailored to your team's exact quality standards, script adherence, empathy, resolution accuracy, compliance language, or any criteria that matter to your business. TrackAgent applies your custom scorecards automatically across every call, so scoring reflects your standards, not a generic template.
Call centers switch to TrackAgent because it turns quality assurance from a manual bottleneck into a system that runs itself, faster coaching, lower risk, and better outcomes for both agents and customers.
less manual review time
With every call scored automatically, QA teams no longer spend hours manually reviewing a small sample of calls. Coaching moments are surfaced the moment they happen, so supervisors can spend their time actually coaching agents instead of hunting through recordings to find what needs attention.
of calls screened for risk
Automated compliance detection catches missed disclosures, script deviations, and risky language across every call, not just the ones a manager happens to review. Issues are flagged as they occur, giving teams the chance to correct course before a compliance risk turns into a real liability.
CSAT improvement
Consistent, fair scoring and faster, more specific coaching help agents improve without the frustration of vague or delayed feedback. As agent performance and confidence improve, customer satisfaction rises alongside it, and agents who feel supported and fairly evaluated are more likely to stay.
Call center call monitoring software records, analyzes, and evaluates customer calls to assess agent performance, compliance, and service quality. TrackAgent automates this process using AI, capturing every call, scoring it against custom QA criteria, and turning the results into actionable coaching insights for supervisors and agents.
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