Calls Analyzed
1,284
▲ 12% vs prior
Avg Satisfaction
81/100
▲ 3.1 pts
On-time Starts
79%
21% began late (avg 5.4 min)
At-Risk Accounts
3
low across all consultants
① Consultant Ranking
Composite score + the behavioral signal that most drags or lifts each consultant
② Customer Ranking & Functional Benchmarking
Client health + how each vertical performs vs the general consultancy baseline
Customer Health (click for why)
Functional Benchmarking — Specialized vs General (76)
Specialized General baseline
Cross-Reference Heatmap
Hover a cell for the read-out
0–55 56–70 71–84 85–100
How the linking works
Row anomaly → consultant green across the row but one red cell = that specific pairing (style/sector mismatch).
Column anomaly → a client red down the whole column = client-side factor; consultants are not penalised.
Difficulty weighting → headline scores are normalized by client difficulty, so hard accounts are rewarded.
Flagged pairings
The 4 engagement signals
Engagement = weighted blend of these — each is auditable down to the timestamp
⏱ Punctuality
Did the call start on time? Measures scheduled-vs-actual start and no-shows / reschedules.
src: call start timestamp
🎯 On-topic focus
Did the conversation stay on the agenda, or wander into unrelated tangents? % of speaking time on-agenda.
src: topic segmentation
🔄 Reciprocity
When the consultant asked a question, did the client engage and answer — or deflect / go silent?
src: Q→A pairing
💡 Responsiveness
When the client asked a question, could the consultant answer it — or did they defer / not know?
src: Q→A pairing
What else feeds the score
🙂 Tone & sentiment
Emotional arc across the call — frustration, enthusiasm, confusion — by speaker.
✅ Value-add
Did the call produce a decision, a target metric, or a committed next step?
📈 Implementation
Did the client act on advice before the next call? Tracked across the relationship.
⚖ Difficulty
How hard is this client? Used to fairly adjust the consultant's rank.