Clients

The Clients tab helps you track customer profiles and their interaction history in Voice QA.

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Overview

Understanding your customers is as important as understanding your agents. The Clients module:

• Maintains customer profiles
• Links calls to known customers
• Tracks interaction history
• Identifies relationship patterns

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Client Profiles

What a Profile Contains

Field	Description
Name	Customer or company name
Type	Individual or Company
Description	Notes and context
Phone Numbers	All associated numbers
Logo	Visual identifier (optional)

Creating a Client

1. Click Add Client
2. Fill in the form:

Field	Required	Description
Name	Yes	Customer/company name
Type	Yes	Individual or Company
Description	No	Relevant notes
Phone Number	No	Primary contact number
Label	No	Number type (Mobile, Office, etc.)

3. Click Save

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Phone Number Management

Customers often have multiple phone numbers. Voice QA tracks them all.

Adding Phone Numbers

1. Open the client profile
2. Go to Phone Numbers section
3. Click Add Number
4. Enter:
   • Phone number
   • Label (Mobile, Office, Home, etc.)
5. Click Save

Automatic Matching

When a call comes in from a known number:

1. Voice QA recognizes the number
2. Links the conversation to the client profile
3. Updates interaction history

Unknown Callers

For calls from unknown numbers:

1. Open the conversation
2. Click Assign Client
3. Search for existing client or create new
4. The number is added to their profile

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Client Analytics

Each client profile shows performance insights.

Interaction Metrics

Metric	Description
Total Conversations	All calls with this client
Total Minutes	Cumulative interaction time
Average Quality Score	How well calls are handled

Category Performance

See quality breakdown for this specific client:

• Which areas score well
• Which areas need attention
• Comparison to overall averages

Sentiment Trends

Track how interactions with this client feel over time:

• Positive, neutral, or negative
• Trend direction
• Satisfaction indicators

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Interaction History

Viewing History

1. Open the client profile
2. Scroll to Conversations section
3. See chronological list of all interactions

Each Entry Shows

• Date and time
• Duration
• Agent who handled the call
• Evaluation score
• Sentiment

Quick Access

Click any conversation to:

• Listen to the recording
• Read the transcript
• Review the evaluation

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Identifying At-Risk Relationships

Use client data to spot potential issues:

Warning Signs

Signal	Meaning
Declining scores	Quality slipping
Negative sentiment trend	Frustration building
Increased call frequency	Unresolved issues
Multiple agents	No consistent relationship

Proactive Actions

When you spot warning signs:

1. Review recent conversations
2. Identify root causes
3. Assign a dedicated agent if needed
4. Reach out proactively

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Managing Clients

Editing a Client

1. Open the client profile
2. Click Edit
3. Update information
4. Click Save

Merging Duplicates

If you have duplicate profiles:

1. Identify the primary profile
2. Note phone numbers from duplicate
3. Add numbers to primary profile
4. Delete the duplicate

Deleting a Client

1. Open the client profile
2. Click Delete
3. Confirm deletion

⚠️ Deleting a client removes the profile but preserves conversation history.

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Use Cases

Account Management

Track interactions with key accounts:

• Quality trends over time
• Which agents handle them best
• Common issues or requests

Customer Success

Identify customers needing attention:

• Low satisfaction scores
• Negative sentiment patterns
• High call volume

VIP Handling

Create profiles for important customers:

• Ensure quality standards are met
• Track every interaction
• Assign preferred agents

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Next Steps

• Conversations → — View all calls
• Staff → — Agent performance
• Integration → — Automatic client matching
• Voice QA Overview → — Return to main guide