See how conversations felt
IdentityCall classifies emotion for each segment of a call from the audio itself, so you can catch frustration early, coach on tone, and understand the calls behind the numbers.
A transcript tells you what was said. It does not tell you that the customer was already frustrated by the second sentence, or that the agent stayed calm under pressure. Tone carries the signal that text alone misses.
IdentityCall analyzes emotion acoustically, per dialogue segment, so every turn in a conversation carries an emotional reading. Those readings roll up into sentiment trends you can track by agent, team, and category, turning feel into something you can measure and act on.
Why text sentiment is not enough
Tone lives in the audio
The same words can be neutral or hostile depending on delivery. Analyzing text alone throws away the acoustic cues that actually predict escalation.
Averages hide the moment
A single sentiment score for a whole call hides where it went wrong. You need to see the turn where frustration appeared.
Churn signals get missed
Frustration and resignation often show in voice well before they show in a survey or a cancellation. Without listening at scale, you find out too late.
How emotion analytics works in IdentityCall
Emotion per dialogue segment
IdentityCall reads emotion from the audio for each segment of the conversation, so you can see exactly where tone shifted, not just an overall label.
Acoustic, not just text
Readings come from how things were said, capturing the signal that text-based sentiment misses.
Trends by agent and team
Sentiment rolls up into trends across agents, teams, and call categories, so patterns and outliers are easy to spot.
Tied into QA and routing
Emotion feeds your QA scores and can help surface at-risk calls, so the signal drives coaching and action rather than sitting in a dashboard.
What you get
Emotion read for each segment of every call- Acoustic analysis that captures tone, not just words
- Sentiment trends by agent, team, and category
- Early warning on frustration and churn risk
- Concrete coaching moments tied to the exact turn
- Emotion signal connected to QA and prioritization
Frequently asked questions
Is this text sentiment or voice emotion?
IdentityCall reads emotion acoustically, from the audio of the call, per dialogue segment. That captures tone and delivery, which text-only sentiment cannot.
How granular is it?
Emotion is classified for each dialogue segment, meaning each turn in the conversation, so you can pinpoint exactly where tone changed rather than seeing one score for the whole call.
Can I track emotion across a team?
Yes. Per-segment readings roll up into sentiment trends by agent, team, and call category.
Does emotion affect QA scoring?
Emotion analytics complements QA: it can inform scores and help surface at-risk calls for review and coaching.
Related
Measure how calls actually felt
See how IdentityCall reads emotion per segment and turns tone into trends you can act on.
