Call Quality Scoring

SalesLens scores call recordings against defined quality criteria. A Beam agent reads a completed call's transcript and score, applies your approved thresholds, and updates the agent's record or flags the call for coaching. Calls that pass cleanly are logged and closed. Calls that fall below your threshold, or that touch compliance-sensitive moments you flagged, are routed to a supervisor to review before any action lands on the agent. The agent notifies the team lead when a pattern of low scores appears, so coaching reaches the right person quickly.

Agent Performance Tracking

SalesLens tracks quality trends for each call center agent over time. The agent reads performance records on a schedule, compares them against your targets, and updates dashboards or tags agents who drift outside expected ranges. It notifies the responsible manager when a trend needs attention. Sudden drops, unusual patterns, or figures that conflict with other sources are handed to a person to interpret rather than acted on their own. The agent records what it reviewed and when, so managers can trace how each performance judgment was reached.

Conversation Analytics

SalesLens analyzes call content for themes, sentiment, and adherence. The agent reads the analyzed output, applies your rules for what counts as a flag, and routes matching calls to the right queue for coaching or follow-up. Clear cases are tagged and filed. Calls with ambiguous sentiment, mixed signals, or sensitive subject matter are set aside for a person to judge. The agent notifies the assigned reviewer and logs why each call was flagged, keeping the quality process transparent for both agents and their managers as trends develop over the week.