Calls & Coaching

// Calls · Real-time · Benchmarks

// Total in DB

8 432

+214 today

// Processed by AI

7 891

93.6% of base

// In queue

87

~3 sec/call

// Avg score

7.8

out of 10.0 · +0.3 this week

// FILTERS

DATE ↓	MANAGER	DEPT	DEAL	DURATION	SCORE	STATUS	ACTIONS

// Top-scored calls — serve as reference for the AI coach when building coaching cards

Analytics

// Reports · Teams · Behavior · Profiles · Unit Economics

// Total calls

—

30 days

☎

// Avg score

—

out of 10.0

↗

// Conversion

—

company avg

◔

// Revenue (contracts)

—

open + closed

◈

Manager ranking · 30 days

▌ Calls over 30 days

∼ Avg score (top-15)

∼ Score & conversion trend · 30 days

◎ Score distribution

0-4: —

4-6: —

6-8: —

8-10: —

Detailed manager ranking

RANK	MANAGER	DEPT	CALLS	AVG SCORE	MAX	CONVERSION	TREND

Department comparison

Activity by day of week

Conversion vs Quality · top managers

Client behavior model

// Client behavior pattern analysis based on 7,891 calls

// Deal conversion

23.4%

+2.1% this quarter

▲

// Avg deal cycle

14

days to close

◷

// Repeat contact

67%

targeted clients call back

↻

// Top objection

Price

312 mentions

⚠

Sales funnel

First contact

7,891 calls100%

7 891

-22% ↓

Needs discovery

6,155 conversations78%

6 155

-25% ↓

Presentation

4,182 presentations53%

4 182

-18% ↓

Objections

2,762 dialogues35%

2 762

-11.6% ↓

Close

1,847 deals23.4%

1 847

◷ Activity by hour

▮ Objection frequency

∼ Client retention

◊ Engagement patterns

Psychological profiles

// AI client classification by communication style

// Analyst

28%

2,209 clients

■

// Driver

22%

1,736 clients

■

// Expressive

18%

1,420 clients

■

// Amiable

32%

2,524 clients

■

🔬

Analyst

28% of clients · Conversion 31%

Rational type. Makes decisions based on data, facts and evidence. Asks many clarifying questions. Values accuracy and detail.

FactsROI ComparisonData

// Recommendation

Provide numbers, case studies with concrete results, ROI calculations. Don't rush the decision. Give time for analysis.

🚀

Driver

22% of clients · Conversion 28%

Results-oriented type. Values speed and specifics. Dislikes long conversations. Wants to quickly understand the offer and benefit.

ResultSpeed ClarityControl

// Recommendation

Short pitch focused on results. Respect the client's time. Offer fast solutions and a clear action plan.

🌟

Expressive

18% of clients · Conversion 19%

Emotional type. Inspired by vision and the big picture. Loves success stories. Makes decisions based on emotions and intuition.

VisionStories EmotionsInnovation

// Recommendation

Paint a picture of the future. Share success stories of other clients. Show enthusiasm. Highlight the innovation of the solution.

🤝

Amiable

32% of clients · Conversion 21%

Relationship-oriented type. Values trust, reliability and comfort. Avoids conflict. Needs support and security guarantees.

TrustGuarantees SupportComfort

// Recommendation

Build trust through empathy. Provide guarantees and support. Don't pressure. Show care for the client and long-term partnership.

◎ Profile distribution

◊ Manager effectiveness by profile type

Team & department profiles

// Manager archetypes · strong and weak zones by department

★

Expert

—

Deep product knowledge. High score, slower pace, lots of follow-up reminders.

⚡

Driver

—

Fast and assertive. High conversion, average score, short calls.

●

Facilitator

—

Builds trust and long-term relationships. High NPS, average conversion.

▣

Script follower

—

Strictly follows the script. Low improvisation, stable but average performance.

Unit economics

// Key financial metrics · Oct 2025 – Mar 2026

// LTV / CAC

7.8x

+0.6x this quarter

// LTV

258K

258,000

// CAC

33K

33,000

// ARPU

17.8K

17,800 / mo

↗

// Churn rate, %

3.2%

-2.0% in 6 months

↘

// Payback period, mo

1.9

months to payback

◷

// Clients

602

+88% in 6 months

▲

LTV vs CAC

ARPU trend

Churn rate, %

Cohort analysis

Monthly summary

MONTH	CLIENTS	REVENUE	ARPU	LTV	CAC	LTV/CAC	CLOSED

AI Recommendations

// Personalized recommendations based on analysis of 7,891 calls

CRITICAL

Brown T. — performance drop

Avg score dropped from 8.7 to 6.9 over 3 weeks. Key issues: skipping needs discovery stage, shorter call duration.

Impact: -12% dept conversion

WARNING

Presentation script is outdated

72% of managers deviate from the script during the presentation stage. Avg score for "Product presentation": 7.0/10 — below target.

Impact: -8% conversion

GROWTH

Nolan E. — best progress

Avg score grew from 7.1 to 8.4 over a month. Objection handling (+2.1) and deal closing (+1.8) improved most.

Use as example

INSIGHT

Optimal call time: 9–11 AM

Call conversion at 9:00–11:00 is 34% higher than afternoon. Recommended to redistribute manager workload.

+5% to overall conversion

WARNING

Support — long calls

Avg call duration in tech support is 40% above norm (7:12 vs 5:10). Reason: no knowledge base for common questions.

-15% productivity

GROWTH

Cross-selling: untapped potential

Only 8% of managers offer additional services. AI identified 1,240 calls with high upsell potential.

+22% to avg ticket

AI weekly summary

+2.1%

Conversion growth

+0.3

Avg score

-18sec

Processing time

4

Anomalies

Department

//

Team members

—

KPI — dept & managers

Scoring criteria & prompt

—

Settings

// Profile · Integrations · Automation · AI background processes · Scripts · Audit

Administrator & period

Escalation contacts and billing period parameters

Admin email Admin Telegram Name / position Period length Period start (day) Timezone

Scoring criteria

Configure call scoring criterion weights

Greeting 15%

Needs discovery 25%

Product presentation 20%

Objection handling 20%

Deal closing 10%

Script adherence 10%

Integrations

Connected services and data sources

☎

Telephony (Asterisk)

Connected

📊

CRM (Bitrix24)

Connected

💬

Telegram bot

Not connected

📧

Email notifications

Connected

Notifications

Manage notification rules

Low call score

Notify when score drops below 5.0

Behavior anomaly

Sudden change in manager metrics

Weekly report

Auto-generated every Monday

Processing queue

Notify when queue exceeds 50 calls

Departments, criteria & AI prompts

Manage company structure and call analysis parameters for each department

🔑 AI model key

OpenAI GPT-4o

Color

Criteria & weights Total: 0%

// When weights change, the final call score is recalculated for all department managers

Manager roster

Names, departments, archetypes · used in filters and comparisons

Name	Dept	Email	Archetype	Status

Roles & access

Permissions model · activated in enterprise release

demo mode

Admin

Full access, user management, audit

1 user

Department Head

Own managers, own KPIs, team coaching cards

0 · in development

Manager

Own inbox, own calls, own coaching

0 · in development

View only

Dashboard, reports, no editing

0 · in development

Incident scenarios

Launch an animated demo of agent orchestration

Manager conversion drop

Fact agent detects the drop, Risk escalates, Nudge sends a tip, Coach prepares a card

Marketing spike

Forecast improves prediction, Coach records a benchmark technique to the knowledge base

// Active rules

6

of 8 configured

// Fired today

14

+3 vs yesterday

// Emails sent

9

to managers

// SMS sent

5

clients with promo code

// TRIGGER RULES

RULE	CONDITION	ACTIONS	FIRED	LAST
Critical score // Bankruptcy Practice · All managers	Score < 2	✉ Email to manager ✏ SMS to client +promo ☐ Task to manager	23 times	28 min ago
Low score // All depts · All managers	Score < 5	✉ Email to manager ☐ Task to listen	87 times	1h 12m ago
Stop word // All depts · All managers	Stop word in call	✈ Telegram to manager ☐ Mark in call card	12 times	3h 44m ago
High score // Bankruptcy Practice · All managers	Score ≥ 9	▶ Move deal ☐ Tag «Benchmark»	61 times	Today, 10:14
Client conflict // All depts · All managers	Negative emotion > 70%	✉ Email to senior manager ▶ Auto callback +2h	8 times	Yesterday, 16:33
Script violation // Bankruptcy Practice · All managers	Script < 60%	☐ Task for training	34 times	Yesterday, 11:05
Repeat contact // Support · All managers	Client calls ≥ 3 times	▶ Escalate to expert ✏ SMS about transfer	—	Inactive
After-hours missed // All depts · All managers	Missed outside hours	✏ Apology SMS to client ☐ Task to call back	—	Inactive

// TRIGGER LOG — TODAY