Conversations

Live and recent guest interactions across phone, SMS, and in-person.

Robert Kim

Rm 301

negative

phone · 6m 52s · over 56 years ago

AI summary

Disputed late-checkout fee. Asked to speak with manager. Sentiment: frustrated.

Transcript

agent · 00:00

Front desk, this is Maria, how may I help?

guest · 00:03

Hi, I'm in 204 — could we get two more pillows brought up?

agent · 00:07

Absolutely, I'll have housekeeping bring those within 10 minutes.

guest · 00:11

Perfect, thank you.

agent · 00:13

My pleasure. Anything else I can help with?

guest · 00:15

No that's all, thanks.

Conversation analytics

Total Conversations

384+8%

Avg Handle Time

4:12-0:23

First Call Resolution

87%+3%

Avg CSAT Score

4.2/5-0.1

SENTIMENT BREAKDOWN

Positive 62%

Neutral 26%

Negative 12%

CHANNEL DISTRIBUTION

📞Voice

214

Avg: 4:32CSAT: 4.2

✉️Email

Avg: —CSAT: 3.8

💬SMS

Avg: —CSAT: 4

🗨️Chat

Avg: 2:15CSAT: 4.5

HOURLY VOLUME

8 calls

22 calls

45 calls

62 calls

48 calls

10a

35 calls

11a

41 calls

12p

38 calls

30 calls

55 calls

42 calls

28 calls

Peak: 9a (62)Low: 6a (8)