[{"id": "cf4167eaf2b6410e88c41b4c3d787863", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Customer Support Team. My name is Balrajit.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Is there anything else I can assist you with right now?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi there. I received a phone call last night about my travel itinerary changing, so I just wanted to follow up with you guys.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Customer Support Team. My name is Balrajit. How may I assist you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"Okay, could you please confirm the name of both the passenger?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I will request my team which confirms the changes to give you a call back. Okay. they will give you a call back and confirm the changes.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I will request my team which confirms the changes to give you a call back.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"I will request my team which confirms the changes to give you a call back... they will give you a call back and confirm the changes. Oh, okay. Thank you so much.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"Okay, so I just checked and so what exactly we can do is to confirm the changes for the new timings which has been shared by the airline. I will request my team which confirms the changes to give you a call back.\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Okay, so just give me some time. Okay. Thank you. I will just check is it okay if I like work on this silently. I will not keep you on hold. I will just be working on this silently with my support team. Okay. That is completely fine.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi there. I received a phone call last night about my travel itinerary changing, so I just wanted to follow up with you guys.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Balrajit.\"}], \"metadata\": {\"master_call_id\": \"call-E3-1710683718.18326\", \"call_id\": \"call-E3-1710683718.18326-7\", \"start_time\": \"2024-03-17T13:55:18.000000Z\", \"EndTime\": \"2024-03-17T13:55:18Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bellerick\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1710683718.18326-7\"}"}, {"id": "fc3cb82074f741ba801511771a9c0856", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I -forward na lang kita sa customer service namin. And let them know.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"Bumili ba siya? sinuho sila?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, this is Rekawa from Ace of Tickets.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"May interest daw siya.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"Ah, in case of it's Cal. huwag mo muna i-cancel kinatanong ko pa lang Wait lang. Oh, meron naman po kayong travel insurance, ma'am. I mean, ticket protection po. Ah, ganito na lang, ma'am. I -forward na lang kita sa customer service namin. And let them know. hindi pa kinatanong ko pa lang, hindi pa sigurado gusto ko lang malaman kung anong consequences,\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Ah, meron naman po kayong travel insurance, ma'am. I mean, ticket protection po. Ah, ganito na lang, ma'am. I-forward na lang kita sa customer service namin. And let them know. hindi pa kinatanong ko pa lang, hindi pa sigurado gusto ko lang malaman kung anong consequences,\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"I cannot disclose any information about that po. Kasi, that's already out of my scope na po. So, si customer service na po yung mag-i-explain sa inyo dyan.\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"May interest daw siya.\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Nakapunta ka yung ano, no? Basta, ng-1000? Si Leo Felma Gutierrez Miranda, tama? Oo, oo. May March 21 yung flight ninyo. What happened po, ma'am? lang kasi yung stock ko na kasakit eh. Ako na, interest Ma'am, hindi po kita marinig, ma'am. May interest daw sa guling eh Okay, tapos?\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, this is Rekawa from Ace of Tickets. How can I help?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Eh, kailan nyo po siya gusto nyo? -cancel. Basta, it should be done before March 21, ma'am, ha? kahit the day before pwede\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Ah, in case of it's Cal. huwag mo muna i-cancel kinatanong ko pa lang Wait lang.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Ah, ganito na lang, ma'am. I-forward na lang kita sa customer service namin. And let them know.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"Ah, ganito na lang, ma'am. I-forward na lang kita sa customer service namin. And let them know.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Ah, hindi pa kinatanong ko pa lang, hindi pa sigurado gusto ko lang malaman kung anong consequences\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"Ah,  meron  naman  po  kayong  travel  insurance,  ma 'am.  I  mean,  ticket  protection  po.  Ah,  ganito  na  lang,  ma 'am.  I -forward  na  lang  kita  sa  customer  service  namin.  And  let  them  know.\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"Ma'am, hindi po kita marinig, ma'am. May interest daw sa guling eh.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"And let them know. hindi pa kinatanong ko pa lang, hindi pa sigurado gusto ko lang malaman kung anong consequences\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Wait lang, Bumili ba siya? sinuho sila? Ay, si Leo Salma Miranda. Miranda. Oo. Wait lang po, ma'am. I-search ko muna po yung record ninyo, ma'am. Sandali lang po. Miranda.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Wait lang. Bumili ba siya? sinuho sila? Ay, si Leo Salma Miranda.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Ah, okay. hindi pa kinatanong ko pa lang, hindi pa sigurado gusto ko lang malaman kung anong consequences, If you're gonna change the ticket, ma'am, like i-change nyo yung day, pwede naman po siya apparels allow po. And then, if may fare difference po, kayo na po yung babayad ng fare difference. Pero, if ika-cancel nyo po, eh kung ma'am, ika-cancel mo talaga the whole ticket is, I cannot disclose any information about that po. Kasi, that's already out of my scope na po. So, si customer service na po yung mag-i-explain sa inyo dyan.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, this is Rekawa from Ace of Tickets. How can I help? Ayun yan ako, this is Lea Miranda.\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710697400.53623\", \"call_id\": \"call-F1-1710697400.53623-3\", \"start_time\": \"2024-03-17T17:43:20.000000Z\", \"EndTime\": \"2024-03-17T17:43:20Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710697400.53623-3\"}"}, {"id": "c3b10bfbc29c4bea801efba7fb7764cb", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"And LX to Pearson Airport. LAX, Los Angeles to Pearson, Ontario, Ontario. Yes, Ontario. Canada. Ontario, Canada.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, this is Imrit from ASAP Pickets.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"So, you give me the cheapest ticket, Paresh, I will see. And also, also you try for Santana, Santana also, Santana Airport. Santana Airport or Ontario. Yeah. Either one of them.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"So, you give me the cheapest ticket, Paresh, I will see. cheaper one.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": false, \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"No, no, no, I don't have your email right now.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Perfect. Paresh. Yeah. Your name is Paresh. Yeah, Okay. perfect. Okay, So, you give me the cheapest ticket, Paresh, I will see. cheaper one. Yeah, see your tickets and also just a little And also, also you try for Santana, Santana also, Santana Airport. Santana Airport or Ontario. Yeah. Either one of them. Yeah. Okay, Yeah. okay, sure. And how many passengers are traveling?\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"No, no, no, I don't have your email right now.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"No, no, no, I don't have your email right now. Yeah, I have my, I'm talking to my break time. So, yeah, already I've emailed you. So, you send me everything, details.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. Hello, this is Imrit from ASAP Pickets. Yeah. How may I help you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Yeah, I want to interact here for Toronto Pearson Airport, Canada and my date is 21st to 24th Sunday come back.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"No, no, no, I don't have your email right now. Yeah, I have my, I'm talking to my break time. You are talking with whom? My break time right now, my break time is, I'm working, you know, but my break time.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"No, no, no, I don't have your email right now. Yeah, I have my, I'm talking to my break time. Okay, okay, okay. So you want all the details in your email? Yeah, I have I have sent email also. Okay, okay. Can you give your email to me?\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"True\", \"quotation\": \"My name is Imrit. I will send you my introduction letter via email and text also, Okay.\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"No, no, no, I don't have your email right now.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah, already I've emailed you. So, you send me everything, details.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello. Hello, this is Imrit from ASAP Pickets. My name is Imrit. I will send you my introduction letter via email and text also.\"}], \"metadata\": {\"master_call_id\": \"call-E3-1710526496.1236515\", \"call_id\": \"call-E3-1710526496.1236515-7\", \"start_time\": \"2024-03-15T18:14:56.000000Z\", \"EndTime\": \"2024-03-15T18:14:56Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1710526496.1236515-7\"}"}, {"id": "a34dba33e3d94fbe820550ca23366908", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay. So, in that case, sir, because your call has been landed to our sales department, but I have to transfer your call to our customer support so that they can help you out in regarding any information, regarding the existing booking. Only they can provide you the information. So, okay, let me transfer your call to them.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Tickets.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Okay. So, you already have a reservation or you are looking for new tickets?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Okay. So, you already have a reservation or you are looking for new tickets?\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"in that case, sir, because your call has been landed to our sales department, but I have to transfer your call to our customer support so that they can help you out in regarding any information, regarding the existing booking.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Tickets. You are speaking with Manan, your personal travel expert. How may I assist you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"Let me transfer your call. okay, uh -huh.\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"Okay. So, sir, is this information regarding existing booking or you are looking for new tickets, if may I ask?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay. So, in that case, sir, because your call has been landed to our sales department, but I have to transfer your call to our customer support so that they can help you out in regarding any information, regarding the existing booking.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"because your call has been landed to our sales department, but I have to transfer your call to our customer support so that they can help you out in regarding any information, regarding the existing booking.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Okay. So, because your call has been landed to our sales department, but I have to transfer your call to our customer support so that they can help you out in regarding any information, regarding the existing booking. Only they can provide you the information.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Okay. So, sir, is this information regarding existing booking or you are looking for new tickets, if may I ask? ... in that case, sir, because your call has been landed to our sales department, but I have to transfer your call to our customer support so that they can help you out in regarding any information, regarding the existing booking.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Okay. So, you already have a reservation or you are looking for new tickets?\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"You are speaking with Manan, your personal travel expert.\"}], \"metadata\": {\"master_call_id\": \"call-E1-1710351265.942438\", \"call_id\": \"call-E1-1710351265.942438-3\", \"start_time\": \"2024-03-13T17:34:25.000000Z\", \"EndTime\": \"2024-03-13T17:37:37Z\", \"CallDirection\": \"Incoming\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Imrik\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1710351265.942438-3\"}"}, {"id": "e0746a5bbd28449f82f46fd968cf78bd", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I transferred you but it seems this person is not available. But if you want I can transfer you one more time.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"But if you want I can transfer you one more time.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"if you want I can transfer you one more time.\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"I said I transferred you but it seems this person is not available.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"But if you want I can transfer you one more time.\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Hello, hi, Hello? Yes, I transferred you but it seems she is not available. hi, did I, um, sorry, okay, Yes, I said I transferred you but it seems this person is not available. But if you want I can transfer you one more time. If the person is not there, sure, yes, then the call will be directed back to me. okay, sure. Yes.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I said I transferred you but it seems this person is not available. But if you want I can transfer you one more time. If the person is not there, sure, yes, then the call will be directed back to me.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, hi, Hello?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"But if you want I can transfer you one more time. If the person is not there, sure, yes, then the call will be directed back to me.\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Hello, hi, Hello? Yes, I transferred but it seems she is not available. hi, did I, um, sorry, okay, Yes, I said I transferred you but it seems this person is not available. But if you want I can transfer you one more time.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I transferred you but it seems this person is not available... But if you want I can transfer you one more time.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"But if you want I can transfer you one more time.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Hello, hi, Hello? Yes, I transferred but it seems she is not available. hi, did I, um, sorry, okay, Yes, I said I transferred you but it seems this person is not available. But if you want I can transfer you one more time. If the person is not there, sure, yes, then the call will be directed back to me. okay, sure. Yes.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I said I transferred you but it seems this person is not available. But if you want I can transfer you one more time. If the person is not there, sure, yes, then the call will be directed back to me.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I transferred you but it seems this person is not available. But if you want I can transfer you one more time. 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Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello, Thank you. and thank you for calling.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710187684.52685\", \"call_id\": \"call-E8-1710187684.52685-5\", \"start_time\": \"2024-03-11T20:08:04.000000Z\", \"EndTime\": \"2024-03-11T20:08:04Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710187684.52685-5\"}"}, {"id": "1fb23615db7a4cd584cc240d6746002a", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"He's going to check to his manager, supervisor, and he will get back to me.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"That's why I want to make sure this one is going to book for Nigerian.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"He didn't. He said he's taking it. He's going to check to his manager, supervisor, and he will get back to me. That's what he said.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"That's why I want to make sure this one is going to book for Nigerian.\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"He said he's taking it. He's going to check to his manager, supervisor, and he will get back to me. That's what he said.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"He's going to check to his manager, supervisor, and he will get back to me.\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"He didn't. He said he's taking it. He's going to check to his manager, supervisor, and he will get back to me. That's what he said.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, how are you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"He said he's taking it. He's going to check to his manager, supervisor, and he will get back to me.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"He didn't. He said he's taking it. He's going to check to his manager, supervisor, and he will get back to me. That's what he said.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"He didn't. He said he's taking it. He's going to check to his manager, supervisor, and he will get back to me. That's what he said.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"He didn't. He said he's taking it. He's going to check to his manager, supervisor, and he will get back to me. That's what he said.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E3-1710704168.83074\", \"call_id\": \"call-E3-1710704168.83074-12\", \"start_time\": \"2024-03-17T19:36:08.000000Z\", \"EndTime\": \"2024-03-17T19:36:08Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1710704168.83074-12\"}"}, {"id": "fba0850aa1c14885859aba1a6ec2702e", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"once I am done, I will call you back, will that be fine?\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"I just want to make sure I don't have any issue with the whole day.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"I'm sorry, ah, it's Anish. Hello? Hello, hello, Mr. Yeah, hello. Anish Kaku, I'm done with before that in my ticket? Ibrahim, Yes, please. Ibrahim, Mr. Ibrahim, I am currently working on this, I am on the meeting, Oh, okay. once I am done, I will call you back, will that be fine?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"I'm sorry, I forgot your name. Is it, uh, was Barthos, can you show me your name again? it was Barthos, Mattis?\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"I'm sorry, ah, it's Anish. Hello? Hello, hello, Mr. Yeah, hello. Anish Kaku, I'm done with before that in my ticket? Ibrahim, Yes, please. Ibrahim, Mr. Ibrahim, I am currently working on this, I am on the meeting, Oh, okay. once I am done, I will call you back, will that be fine? Okay, so, yeah, that is fine. I just want to make sure I don't have any issue with the whole day. It I'm sorry, I forgot your name. Is it, uh, was Barthos, can you show me your name again? it was Barthos, Mattis? yes, yes, yes, I will be getting back to you in some Okay, thank you so much. So, I'll just let it call you that. time, okay, thank you. Thank you, thank you so much. Totally appreciate it.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm sorry, ah, it's Anish. Hello? Hello, hello, Mr. Yeah, hello. Anish Kaku, I'm done with before that in my ticket?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"I'm sorry, ah, it's Anish. Hello? Hello, hello, Mr. Yeah, hello.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I just want to make sure I don't have any issue with the whole day. I'm sorry, I forgot your name. Is it, uh, was Barthos, can you show me your name again?\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I am currently working on this, I am on the meeting, once I am done, I will call you back, will that be fine?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"Ibrahim, Mr. Ibrahim, I am currently working on this, I am on the meeting, once I am done, I will call you back, will that be fine?\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"I'm done with before that in my ticket? Ibrahim, Yes, please. Ibrahim, Mr. Ibrahim, I am currently working on this, I am on the meeting, once I am done, I will call you back, will that be fine? Okay, so, yeah, that is fine. I just want to make sure I don't have any issue with the whole day.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"True\", \"quotation\": \"I'm done with before that in my ticket? Ibrahim, Yes, please.\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Anish Kaku, I'm done with before that in my ticket? ... once I am done, I will call you back, will that be fine? ... I just want to make sure I don't have any issue with the whole day.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm done with before that in my ticket?... once I am done, I will call you back\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"I'm sorry, I forgot your name. Is it, uh, was Barthos, can you show me your name again?\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Anish Kaku\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710703496.73688\", \"call_id\": \"call-F1-1710703496.73688-6\", \"start_time\": \"2024-03-17T19:24:56.000000Z\", \"EndTime\": \"2024-03-17T19:24:56Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bartosz\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710703496.73688-6\"}"}, {"id": "0cfdd6a33d884f0e86dbc8a3703df9f4", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, and thank you for calling.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"None\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710438869.57754\", \"call_id\": \"call-E5-1710438869.57754-2\", \"start_time\": \"2024-03-14T17:54:29.000000Z\", \"EndTime\": \"2024-03-14T17:54:29Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1710438869.57754-2\"}"}, {"id": "d3705beb7bbb4aa786dbd76c4b67da9b", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I can transfer you right now to Schedule Change Department para ma-change sila yung schedule sa pabalik.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"You already have the Travel Protection Plan, ma'am. So maybe this would really help. I will transfer you right now to the Schedule Change Department\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Di ba yung kapatid ko babalik sa dito mga November 14, di ba? [...] Pwede. Pwede. Pwede, ma'am. Pwede. I can transfer you right now to Schedule Change Department para ma-change sila yung schedule sa pabalik.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Basta, Hello po.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"Di ba yung kapatid ko babalik sa dito mga November 14, di ba?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I can transfer you right now to Schedule Change Department para ma-change sila yung schedule sa pabalik.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I  can  transfer  you  right  now  to  Schedule  Change  Department para  ma -change  sila  yung  schedule  sa  pabalik.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"I can transfer you right now to Schedule Change Department para ma-change sila yung schedule sa pabalik.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hi, kita. Uy, cola na. Kumusta po? I'm good. I'm good. I can transfer you right now to Schedule Change Department para ma-change nila yung schedule sa pabalik.\"}], \"metadata\": {\"master_call_id\": \"call-E1-1710542723.1436580\", \"call_id\": \"call-E1-1710542723.1436580-3\", \"start_time\": \"2024-03-15T22:45:23.000000Z\", \"EndTime\": \"2024-03-15T22:48:41Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bronson\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1710542723.1436580-3\"}"}, {"id": "3331b0f86b21489e874f70466a620f3e", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Yeah ask him to call me back. What is your callback number? My callback number will be 888-655-7880. Yeah just ask him to call me back. My callback number will be 888-655-7880.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"And you have requested for flight tickets Manila to Vietnam.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"What company? ASAP tickets. ASAP tickets. A website you have requested for flight tickets.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"No, it doesn't belong to me. Better send an email to that email address.\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"You just say like there was a call from ASAP tickets and if you needed a ticket you can call me back to get assistance.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"True\", \"quotation\": \"No, it doesn't belong to me. better send an email to that email address.\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"No, it doesn't belong to me.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Yes, Hello you hear me now? for Okay I'm calling you from ASAP tickets. A website. what company? ASAP tickets. ASAP tickets. A website you have requested for flight tickets.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm asking for who's the person who requested for a quote on your website. Because we are four here in the office, so who requested?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Yes, Hello you hear me now?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"So what inquiry did you receive? so you have requested on June 28th. I'm not the one who requested, okay?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Because we are four here in the office, so who requested? so the person who requested like I'm calling you on the number. Alright the number is mentioned here. That's why I got your number. And there is an email address if it like relates to you. Can I speak it out? If f-b-l-o-p-e z-i-n insurance 56SRHGmail .com Is this email address belong to you?\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"It will be better. I will contact him and I'll ask from him. You just say like there was a call from ASAP tickets and if you needed a ticket you can call me back to get assistance.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Yeah ask him to call me back.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"Okay, So what inquiry did you receive? so you have requested on June I'm not the one who requested, 28th. okay? Let me tell you. Okay, Okay so I'm not the one who requested. So did you send an email to that email address? this email address is not belong to you? As I said, it doesn't belong to me, okay?-hmm. Okay. Mm -hmm. So it's So what is your name again? Felix D. Lopez.\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"So did you send an email to that email address? this email address is not belong to you? As I said, it doesn't belong to me, okay?-hmm. Okay. Mm -hmm. So what is your name again? Felix D. Lopez.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"No, it doesn't belong to me. better send an email to that email address.\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm asking for who's the person who requested for quote on your website. Because we are four here in the office, so who requested? so the person who requested like I'm calling you on the number. Alright the number is mentioned here. That's why I got your number. And there is an email address if it like relates to you. Can I speak it out?\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"Yeah ask him to call me back.\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"so he inquired regarding a flight from Manila to, Mm -hmm. okay, To Vietnam. what part of this now? Sorry. part of part of Vietnam? Is it Hanoi? What's he mean? Da Nang? What part of Vietnam he requested for a quote?\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"So what inquiry did you receive? so you have requested on June 28th. I'm not the one who requested, okay? Let me tell you. Okay, Okay so I'm not the one who requested. So did you send an email to that email address? this email address is not belong to you? As I said, it doesn't belong to me, okay?-hmm.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"It's Ilaria and I'm calling you from ASAP\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710267425.66258\", \"call_id\": \"call-E5-1710267425.66258-3\", \"start_time\": \"2024-03-12T18:17:05.000000Z\", \"EndTime\": \"2024-03-12T18:21:29Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Ilaria\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1710267425.66258-3\"}"}, {"id": "4601c6f540ec47a087990865e321db47", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"This is the post to depart on the 2nd of April from Charlotte, North Carolina, and you're going to China, India? Sorry, I didn't pronounce that well. Or Qatar Airlines, LA.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP to take up some of the support. My name is Akanksha. How may I help you today?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP to take up some of the support. My name is Akanksha. How may I help you today?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP to take up some of the support. My name is Akanksha. How may I help you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"Okay, so I'll check this information and I'll get back to you. Just give me a minute.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Can you hear me? Yes, I can hear you. I can't check. Hello. Hey, so basically I booked a ticket with you guys a while ago, and the thing is that, you know, do you need my first name and last name to fill up the reservation? What do you need? I need your confirmation number or your guest number. Do you have that? Okay. Yeah, so basically, what does it say? Yeah, so here is my confirmation number. It's M as in Mary, D as in boy, D as in David, L as in love, D as in victory, U as in umbrella. I presume you're American in school of this reservation.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"I'm just pronouncing the city, Chennai. So, the question that I have is, my flight from Charlotte leaves at 6.30 or 6.28, and there is only a 43-minute layover in Philadelphia. That's too little, I feel like. Is there any way that you can change that to get me on an earlier flight from Charlotte? So, I don't run the risk. So, I'm missing that quarter-hour connection, because\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"I can help you check to see if there'll be an earlier flight on the same day.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hey, so basically I booked a ticket with you guys a while ago, and the thing is that, you know, do you need my first name and last name to fill up the reservation?\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello,  welcome  and  thank  you  for  calling  ASAP  to  take  up  some  of  the  support.  My  name  is  Akanksha.  How  may  I  help  you  today?\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710187684.52685\", \"call_id\": \"call-E8-1710187684.52685-8\", \"start_time\": \"2024-03-11T20:08:04.000000Z\", \"EndTime\": \"2024-03-11T20:08:04Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710187684.52685-8\"}"}, {"id": "c329651356264b6687a75c1638d85754", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay. I'll check on this page and I'll give you a call back in 30 minutes. Is that okay with you?\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"Okay, so you depart from Jet Eastway at .45 p.m. And you arrive Nairobi by 10 .30 a.m. Yeah. Correct. Okay. And then you depart on your Friday 24th by 6 .30 p.m. Yeah. Okay, and you arrive Tanzania by 7 .30 a.m. That is correct. p.m. Okay, please. I still need to know the city in Tanzania.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP Ticket Customer Support. My name is Akanksha.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"Okay, please can you help me confirm your customer's name and reservation? Affiat Campbell, And thank you. And for security reasons, the phone number you use? 347-679-2239.\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Okay, so what date do you... You're looking to book new dates, right?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"True\", \"quotation\": \"I'm trying to get out of here. I'm trying to get out there.\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"You gave me the information for the air flight. You can see the 50. Okay, you gave me the... You gave me the... You said K29. Hold on. I'll have to go back and see what I gave you. So, I know I gave you that.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I have a ticket that's open. I want to use it before it expires.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP Ticket Customer Support. My name is Akanksha. How may I help you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Okay, so what date do you... You're looking to book new dates, right?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Hold on. I'll have to go back and see what I gave you. So, I know I gave you that. That's the reason why I gave you the information. The, the, um... Uh, it's KQ494. on. That's the flight, um, what do you call it again? Reservation number. For me... Where the heck do they call it? Yes, for me to check it, I need her own reservation number or ticket number. That's what I'm giving you. Okay, KQ494. KQ494. Yes. It's not the correct reservation number. Please, can you tell me from the sign? There are six in total. Six are for an American. bucks. Hold on. I said the reservation number is six in total. Let me check what she gave me. Hold on. Hold on. Let me go through this whole thing.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"I'll check on this page and I'll give you a call back in 30 minutes. Is that okay with you? Yes. Yes. Remember, I'm leaving May, May 23rd, coming back June 1st. Okay? Yes. I'll try to find the exact same flight. I just hope the... It's not booked out. So I'll try to... on. yes, yes, yes, it's okay. All right. All right, thank you very much. I'm waiting for your call. You're welcome. All right, no problem. All right. Bye-bye. All right.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I'll check on this page and I'll give you a call back in 30 minutes. Is that okay with you? Yes. Yes. Remember, I'm leaving May, May 23rd, coming back June 1st. Okay? Yes. I'll try to find the exact same flight. I just hope the... It's not booked out. So I'll try to...yes, yes, yes, it's okay. All right.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm not going to go to Nigeria. I'm going to use this ticket to go to Tanzania. Okay, time to... Okay, no problem. Are you flexible with the date? I don't want to be discussing with the date because I'm trying to get out of here. I'm trying to get out there. And, you know, the person that I'm going with, they're leaving the 23rd and we're going to be returning June 1st, okay?\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Okay, so you depart from Jet Eastway at .45 p.m. And you arrive Nairobi by 10.30 a.m. Yeah. Correct. And then you depart on your Friday 24th by 6.30 p.m. Yeah. Okay, and you arrive Tanzania by 7.30 a.m. That is correct. p.m. Okay, please. I still need to know the city in Tanzania.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Okay, please can you help me confirm your customer's name and reservation?\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP Ticket Customer Support. My name is Akanksha. How may I help you today?\"}], \"metadata\": {\"master_call_id\": \"call-E9-1710186297.26791\", \"call_id\": \"call-E9-1710186297.26791-8\", \"start_time\": \"2024-03-11T19:44:57.000000Z\", \"EndTime\": \"2024-03-11T19:44:57Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1710186297.26791-8\"}"}, {"id": "f2fc45a5b9094956882dd283861d1d83", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"So as I can see here that you are looking for a flight from Omaha...to, I guess, Adalba.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hi, this is Hayden from ASRPC.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Yeah, I'm saying you have booked with us earlier also. You have booked with\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"hello Hi, this is Hayden from ASRPC.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"So as I can see here that you are looking for a flight from Omaha yeah what'd to, I guess, Adalba. And you have booked from us before, right? You have booked with us before, earlier also, right?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I will call you back then so I'm working right okay?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"And let me just look for another option and I'll send all the options to your email, yeah all right I will call you back then so I'm working right okay? now yeah Okay.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"And you have booked from us before, right? You have booked with us before, earlier also, right?\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hi, this is Hayden from ASRPC.\"}], \"metadata\": {\"master_call_id\": \"call-E9-1710444018.50585\", \"call_id\": \"call-E9-1710444018.50585-2\", \"start_time\": \"2024-03-14T19:20:18.000000Z\", \"EndTime\": \"2024-03-14T19:26:12Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Higden\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1710444018.50585-2\"}"}, {"id": "0a60797243134a7288be4993be817a64", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"Oh, um, says, uh, I have, um, booked my, uh, um, my mom's flight. Um, but we need to rebook the return flight. okay if i have our um pnr our reservation number our what? reservation number yes Confirmation number? please no\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"hello thank you for calling us customer support my name is corinthian\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Oh, um, says, uh, I have, um, booked my, uh, um, my mom's flight. Um, but we need to rebook the return flight.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"hello thank you for calling us customer support my name is corinthian how much is it today okay\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"I'll run it to check on your request and I'll give you a call back. Is that fine by you? Thank you very much. Yes, sure.\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"- what are the new days you have in my for the return instead of 10th may you change it to may 15th okay for the two all three of them okay okay but but the departure is cb 17 april okay when was it? April 18th? seven april 17th April 17th. time should be okay okay Yeah, April 17th. Yeah.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Okay. So, it's 0797, seven but sorry, go on zero zero 0529, seven nine sorry zero seven nine seven zero five yes yep, 2996893. two nine nine six sorry nine nine six let's please let's have a fresh i i got lost on a zero seven nine seven zero five two nine nine six yes-hmm. Mm -hmm. one x eight okay 8, 893. you but Then we get three tickets.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"I'll run it to check on your request and I'll give you a call back\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"-hmm. Yep. So, um, hang on, ICN, ICN. Hang on, I couldn't find it.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Um, I have, um, booked my, uh, um, my mom's flight. Um, but we need to rebook the return flight.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"I'm a with the internet right now.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"my name is corinthian from shop ticket customer support. i'm to assist you\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710438005.65549\", \"call_id\": \"call-E4-1710438005.65549-4\", \"start_time\": \"2024-03-14T17:40:05.000000Z\", \"EndTime\": \"2024-03-14T17:40:05Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710438005.65549-4\"}"}, {"id": "2263b5468d144622896f18b1bacdf1a3", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"so in this case, I will ask you to stay on the line and I will make a transfer to our customer support. They will provide you with all necessary information about the flight and the ticket, if it's possible.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"It's IASubtickets. Thank you for calling.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"my sister bought me a ticket to going to philippines but then i can't do i can't live at the time that uh that's scheduled on the ticket so there a way that we can is it transferable to another no yeah\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"my sister bought me a ticket to going to Philippines but then i can't do i can't live at the time that uh that's scheduled on the ticket so there a way that we can is it transferable to another\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for the opportunity. My name is Ross. How can I help you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"There is no mention in the text of the agent asking about travel dates from the customer. The customer only mentions that they can't live at the time scheduled on the ticket and asks about the transferability of the ticket.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"One more time. My name is Ross.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"so in this case, I will ask you to stay on the line and I will make a transfer to our customer support. They will provide you with all necessary information about the flight and the ticket, if it's possible.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"In this case, I will ask you to stay on the line and I will make a transfer to our customer support.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Ross.\"}], \"metadata\": {\"master_call_id\": \"call-E3-1710704168.83074\", \"call_id\": \"call-E3-1710704168.83074-8\", \"start_time\": \"2024-03-17T19:36:08.000000Z\", \"EndTime\": \"2024-03-17T19:36:08Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1710704168.83074-8\"}"}, {"id": "0ead6a10dae84c8c89888c3feee6b4a3", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"And you're traveling from New York to Boston. Yes.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello? Hello. Hey, Marie. This is Khadija. I'm calling from Asia Secret.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"I have an option with JetBlue that is going for 136 And that's non-stop.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"I'm calling from Asia Secret. In regards to a flight request that you left on our site.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello? Hello. Hey, Marie. Yeah? This is Khadija. I'm calling from Asia Secret. In regards to a flight request that you left in our site, Can you text me about my email? are you still using it? Can you text me about my email? Yes? Because I'm so busy. Text it to me.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello? Hello. Hey, Marie.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"You're traveling on March 22nd and coming back on March 24th.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. 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I'll call you tomorrow.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Oh, too high. I'll call you tomorrow to see what can I do.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"In regards to a flight request that you left in our site\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Let me just confirm so that I can send you the options. You're traveling on March 22nd and coming back on March 24th. And you're traveling from New York to Boston. And it's just you. And you're using economy. Is that correct?\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello? Hello. Hey, Marie. This is Khadija. 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Right? Yes. I knew, maybe, left everything behind. Well, come on, let's see, then time and date.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"\\u00d0\\u00af \\u00d0\\u00b7\\u00d0\\u00bd\\u00d0\\u00b0\\u00d0\\u00bb, \\u00d0\\u00bc\\u00d0\\u00be\\u00d0\\u00b6\\u00d0\\u00b5\\u00d1\\u0082, \\u00d0\\u00be\\u00d1\\u0081\\u00d1\\u0082\\u00d0\\u00b0\\u00d0\\u00b2\\u00d0\\u00bb\\u00d1\\u008f\\u00d0\\u00bb \\u00d0\\u00b2\\u00d1\\u0081\\u00d1\\u0091.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"\\u00d0\\u00a5\\u00d0\\u00b2\\u00d0\\u00b0\\u00d0\\u00bb?  \\u00d1\\u0081\\u00d0\\u00bd\\u00d0\\u00b0\\u00d1\\u0089\\u00d0\\u00b8\\u00d0\\u00bb.  \\u00d0\\u00af  \\u00d0\\u00b7\\u00d0\\u00bd\\u00d0\\u00b0\\u00d0\\u00bb,  \\u00d0\\u00bc\\u00d0\\u00be\\u00d0\\u00b6\\u00d0\\u00b5\\u00d1\\u0082,  \\u00d0\\u00be\\u00d1\\u0081\\u00d1\\u0082\\u00d0\\u00b0\\u00d0\\u00b2\\u00d0\\u00bb\\u00d1\\u008f\\u00d0\\u00bb  \\u00d0\\u00b2\\u00d1\\u0081\\u00d1\\u0091.\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. 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The departure and return date?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Chuck from ASAP Tickets, A-S-A-P Tickets. This is regarding your flight request to Rome.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Okay, what do you have?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"I already talked to somebody already. You are in touch with some other agent. I talked to someone else. It's a company. They cannot help me. So, I'm okay. I found one for $923 or so.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Well, I mean, I already talked to somebody already. You are in touch with some other agent. I talked to someone else. It's a company. They cannot help me. So, I'm okay. I found one for $923 or so.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Well, I mean, I already talked to somebody already. You are in touch with some other agent. I talked to someone else. It's a company. They cannot help me. So, I'm okay. I found one for $923 or so.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Can I help you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"And can you also tell me the travel dates of this flight? The departure and return date?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"You are in touch with some other agent. I talked to someone else. It's a company. They cannot help me. So, I'm okay.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"You are in touch with some other agent from ASAP Tickets? I talked to someone else. It's a company. They cannot help me.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"I will be calling you in 30 minutes with the, uh, with the flight.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"True\", \"quotation\": \"yeah, it's, I'll send you my introduction letter. That way I will be able to confirm if you are able to receive my email or so it has my contact details.\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I found one for $923 or so. I'm sure and then I can find better than, because we have a lowest fare guarantee. So, if you found something online, we can read the price.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"You are in touch with some other agent from ASAP Tickets? I talked to someone else. It's a company. They cannot help me. So, I'm okay. I found one for $923 or so.\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Well,  I  mean,  I  already  talked  to  somebody  already. You  are  in  touch  with  some I'm  sorry. other  agent. I You  are  saying  you  are  in  touch  with  some  other  agent  from  ASAP  Tickets? talked  to  someone  else.  It's  a  company.  They  cannot  help  me.  So,  I'm  okay.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"True\", \"quotation\": \"Well, I mean, I already talked to somebody already. You are in touch with some I'm sorry. other agent. I talked to someone else. It's a company. They cannot help me. So, I'm okay. I found one for $923 or so. I'm sure and then I can find better than, because we have a lowest fare guarantee.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"They cannot help me. So, I'm okay. I found one for $923 or so. I'm sure and then I can find better than, because we have a lowest fare guarantee. So, if you found something online, we can read the price.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Yes, hi, Michael, I'm Chuck from ASAP Tickets.\"}], \"metadata\": {\"master_call_id\": \"call-E6-1710442116.69601\", \"call_id\": \"call-E6-1710442116.69601-2\", \"start_time\": \"2024-03-14T18:48:36.000000Z\", \"EndTime\": \"2024-03-14T18:53:48Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Chuck\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1710442116.69601-2\"}"}, {"id": "471099036c0647568a2751b571a87e60", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP to take a My name is Rakantha. I'm an ILPT.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"there was no email or information from HTAB that I should probably comment or verify or do anything regarding the changes, there was nothing changed, so it was just flight change, I mean, change notification, just to notify, the email from was for change notification, and I don't believe there is anything else required on my part.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"there was no email or information from HTAB that I should probably comment or verify or do anything regarding the changes, there was nothing changed, so it was just flight change, I mean, change notification, just to notify, the email from was for change notification, and I don't believe there is anything else required on my part.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"yeah, but what you said, there was no email or information from HTAB that I should probably comment or verify or do anything regarding the changes, there was nothing changed, so it was just flight change, I mean, change notification, just to notify, the email from was for change notification, and I don't believe there is anything else required on my part.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm not sure if I spoke to you earlier... spoke with me earlier and I told you I'd get back to you... there was no email or information from HTAB that I should probably comment or verify or do anything regarding the changes... I don't believe there is anything else required on my part.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP to take a My name is Rakantha.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"yeah, but what you said, there was no email or information from HTAB that I should probably comment or verify or do anything regarding the changes, there was nothing changed, so it was just flight change, I mean, change notification, just to notify, the email from was for change notification, and I don't believe there is anything else required on my part.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"yeah, but what you said, there was no email or information from HTAB that I should probably comment or verify or do anything regarding the changes, there was nothing changed, so it was just flight change, I mean, change notification, just to notify, the email from was for change notification, and I don't believe there is anything else required on my part.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"yeah, but what you said, there was no email or information from HTAB that I should probably comment or verify or do anything regarding the changes, there was nothing changed, so it was just flight change, I mean, change notification, just to notify, the email from was for change notification, and I don't believe there is anything else required on my part.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"yeah, but what you said, there was no email or information from HTAB that I should probably comment or verify or do anything regarding the changes, there was nothing changed, so it was just flight change, I mean, change notification, just to notify, the email from was for change notification, and I don't believe there is anything else required on my part.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"yeah, but what you said, there was no email or information from HTAB that I should probably comment or verify or do anything regarding the changes, there was nothing changed, so it was just flight change, I mean, change notification, just to notify, the email from was for change notification, and I don't believe there is anything else required on my part.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Rakantha.\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710527771.29304\", \"call_id\": \"call-E8-1710527771.29304-2\", \"start_time\": \"2024-03-15T18:36:11.000000Z\", \"EndTime\": \"2024-03-15T18:36:11Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710527771.29304-2\"}"}, {"id": "017b09caeddc47bf8ab2812aa099401b", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, I'm going to need to connect you to customer support sir, because this is a sales line.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"I'm going to need to connect you to customer support sir, because this is a sales line.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"N/A\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Oh, this is regarding some tickets that you purchased?\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Oh, this is regarding some tickets that you purchased? Yes, sir.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Oh, this is regarding some tickets that you purchased?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"We're calling ASAP, how can I help you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, I'm going to need to connect you to customer support sir, because this is a sales line.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Oh, this is regarding some tickets that you purchased?\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"Oh, this is regarding some tickets that you purchased?\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E6-1710460285.143008\", \"call_id\": \"call-E6-1710460285.143008-2\", \"start_time\": \"2024-03-14T23:51:25.000000Z\", \"EndTime\": \"2024-03-14T23:51:25Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1710460285.143008-2\"}"}, {"id": "d45755c254474f9e8b5cce9e7eebf19c", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"So, you want a flight from Halifax to Jeddah.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hi, my name is Hakoda from ASAP Tickets.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Did you see the GSM? It says it's 18th of April. Is that correct?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. Hello. Hi, this is Ibrahim. Hi. No. Hi, my name is Hakoda from ASAP Tickets.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"And may I know the details please? 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Please.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"It's again breaking up. You're breaking up. Okay, I'm calling you. I'm calling you on this number. Okay. Do you have another number? Okay, Okay. no problem. I'm calling you on this number, right? Please.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Sorry, so that I get through? day, I need to see about B4 to 3, and then I'll be back. 4th, 15th of May.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hi, this is Ibrahim.\"}], \"metadata\": {\"master_call_id\": \"call-E6-1710361091.87619\", \"call_id\": \"call-E6-1710361091.87619-2\", \"start_time\": \"2024-03-13T20:18:11.000000Z\", \"EndTime\": \"2024-03-13T20:21:17Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Hakoda\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1710361091.87619-2\"}"}, {"id": "ff382df9f2fd49a68ba29b56964b94d3", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I'm still trying to transfer you. You're the one that called earlier that I wanted to transfer.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"You're the one that called earlier that I wanted to transfer.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"Or just send me, give me a call. Give me a phone number if you're there. Call me.\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"You're the one that called earlier that I wanted to transfer.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. Yes. Me again. Hi. Hi. Everybody there at all? Yes. I'm still trying to transfer you. You're the one that called earlier that I wanted to transfer. Or just send me, give me a call. Give me a phone number if you're there. Call me. Okay. Hello? Can you just us? Yeah. Just transfer with us. Thank you. okay. I'm going to walk it out. Hey, okay, Okay. I have your number now. I'll have someone call you. How long? Okay, How long? no, let me transfer you one last time. If it doesn't go, then I'll have someone call you. Okay.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Okay, I just transfer back and forth, back and forth. I'm trying just in case I get lost.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I'm still trying to transfer you. You're the one that called earlier that I wanted to transfer.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"Or just send me, give me a call. Give me a phone number if you're there. Call me.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"I'll have someone call you. How long? Okay, How long? no, let me transfer you one last time. If it doesn't go, then I'll have someone call you.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"The -Fi. The damn guy won't get this inside. I don't have the magnet. Do you have all of that?\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"You're the one that called earlier that I wanted to transfer.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"I'm still trying to transfer you. You're the one that called earlier that I wanted to transfer. Or just send me, give me a call. Give me a phone number if you're there. Call me.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710621247.10288\", \"call_id\": \"call-F1-1710621247.10288-18\", \"start_time\": \"2024-03-16T20:34:07.000000Z\", \"EndTime\": \"2024-03-16T20:34:07Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710621247.10288-18\"}"}, {"id": "9876d5a3fb9449218bec424ef16ca587", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, and thank you for calling.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - 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Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"the agent I transferred it to, he didn't let me We love you.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710697400.53623\", \"call_id\": \"call-F1-1710697400.53623-2\", \"start_time\": \"2024-03-17T17:43:20.000000Z\", \"EndTime\": \"2024-03-17T17:43:20Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710697400.53623-2\"}"}, {"id": "2c1b856b90004b338e1d6a24374a600c", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"Yeah, you are traveling from Detroit to London on July 7th and the return is July 12th.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"this is Imrit calling from ASAP Tickets.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"This is about the tickets. I am your personal travel agent. My name is I am from ASAP Tickets and I am going to be your personal travel consultant for this trip. Is that good?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"I thought I was looking to get this kind of ticket.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Yeah, yeah, this is about the tickets. I am your personal travel agent. My name is Imrit from ASAP Tickets and I am going to be your personal travel consultant for this trip. Is that good?\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"You placed a request in our website, ASAP Tickets, about your... Yeah. Yeah, yeah. Oh, yeah, I am calling regarding your request, last night.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. Hello, this is Imrit calling from ASAP Tickets. Am I speaking with Maryam?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"Hello? Hello? Yeah. Yeah, you are traveling from Detroit to London on July 7th and the return is July 12th. Is it the 12th or the 14th? 14th. Okay, Okay. well, what is this about? I'm trying to get tickets. Yeah, yeah, this is about the tickets. I am your personal travel agent. My name is I am from ASAP Tickets and I am going to be your personal travel consultant for this trip. Is that good? Okay, so how did you get this number? You placed a request in our website, ASAP Tickets, about your... Yeah. Yeah, yeah. Oh, yeah, I am calling regarding your request, last night. flight request. I will be attending you for your trip. I will be presenting you some flight options and I will be driving you through. So, before heading on, just give me a second. So, Maryam, is this the good number to reach you back?\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Yeah, you are traveling from Detroit to London on July 7th and the return is July 12th. Is it the 12th or the 14th? 14th.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Well, I'm not at home now, so I'm going to have to talk to you a little later today.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"True\", \"quotation\": \"I'm sending you my introduction letter can you check it okay Well, I'm not at home now, so I'm going to have to talk to you a little later today.\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"Yeah, yeah, this is about the tickets. I am your personal travel agent. My name is I am from ASAP Tickets and I am going to be your personal travel consultant for this trip. Is that good?\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Yeah, yeah, this is about the tickets. I am your personal travel agent. My name is I am from ASAP Tickets and I am going to be your personal travel consultant for this trip. Is that good?\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"You placed a request in our website, ASAP Tickets, about your... flight request. I am calling regarding your request, last night.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, this is Imrit calling from ASAP Tickets. Am I speaking with Maryam?\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710356654.72948\", \"call_id\": \"call-F1-1710356654.72948-2\", \"start_time\": \"2024-03-13T19:04:14.000000Z\", \"EndTime\": \"2024-03-13T19:07:56Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Imrik\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710356654.72948-2\"}"}, {"id": "b570311c67e043d28e4e6ccf72377713", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I'll see a couple of more options for you. And in case I find something really interesting, I'll definitely... I would really request you to give me advice so that I can definitely help you.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hi Brandon, this is Bronson calling from AACP Tickets.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"So what I have found is another option which I'm sending across to you. It's around $3,367.20. That is the most comfortable option and cheapest option that is available right now.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"I had sent you an option that I had found on, you know, regarding ice and air. Could you go through that option?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"I don't want to spend $600 more\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"So what that's more than American Express I have found is another option which I'm sending across to you. It's around $3,367.20. 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Could you go through that option?\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I had sent you an option that I had found on, you know, regarding ice and air. Could you go through that option?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hi Brandon, this is Bronson calling from AACP Tickets.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Let me see if I can find some other option also for you.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I  mean  it's  still  $300  more  per  person  so  it's  $600  more  expensive  than  if  I  just  go  through  American  Express.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"That is more than American Express I have found is another option which I'm sending across to you. It's around $3,367.20. That is the most comfortable option and cheapest option that is available right now.\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So what that's more than American Express I have found is another option which I'm sending across to you.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"this is Brandon I'm sorry yes Hi Brandon, this is Bronson calling from AACP Tickets. This is Bronson calling from AACP Tickets. yes how are you doing\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710536967.1484612\", \"call_id\": \"call-E2-1710536967.1484612-3\", \"start_time\": \"2024-03-15T21:09:27.000000Z\", \"EndTime\": \"2024-03-15T21:09:27Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1710536967.1484612-3\"}"}, {"id": "d5ddfca4ea224aa39092f93f0ef3c43b", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"That's just Cooper and Henry.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"we got copies. Wow! Is this...\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"No, that's it. That's it. That's just Cooper and Henry.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"we got copies. Wow! Is this... ...Lion? No, that's it. That's it. That's just Cooper and Henry.\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"we got copies. Wow! Is this... ...Lion? No, that's it. That's it. That's just Cooper and Henry. Hello?\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"No, that's it. That's it. That's just Cooper and Henry.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello? Hello? Hello? Hello, can I hear you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"Hello? Hello? Hello? Hello, can I hear you? No, I couldn't hear you clearly. Okay can you hear me, Howard?\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"No, I couldn't hear you clearly. ... I couldn't hear. I couldn't hear you. couldn't hear you.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Hello? Hello? Hello? Hello, can I hear you? No, I couldn't hear you clearly. Okay can you hear me, Howard?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"That's just Cooper and Henry.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"No, I couldn't hear you clearly. [...] I couldn't hear you. I couldn't hear you.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"No, I couldn't hear you clearly.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"we got copies. Wow! Is this... ...Lion? No, that's it. That's it. That's just Cooper and Henry. Hello? Hello? Hello? Hello, can I hear you? No, I couldn't hear you clearly. Okay can you hear me, Howard?\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"True\", \"quotation\": \"No, that's it. That's it. That's just Cooper and Henry.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710436816.1208125\", \"call_id\": \"call-E2-1710436816.1208125-3\", \"start_time\": \"2024-03-14T17:20:16.000000Z\", \"EndTime\": \"2024-03-14T17:20:16Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1710436816.1208125-3\"}"}, {"id": "33d2d4d9da6f434390f61f398815cd50", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"yeah ma'am i'll transfer to my cs8 and they'll handle your request\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"I told you I called her personally because I have her number, but she didn't answer. So I need somebody to talk to.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"I called her personally because I have her number, but she didn't answer. So I need somebody to talk to.\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"Yeah, I know. I told you I called her personally because I have her number, but she didn't answer. So I need somebody to talk to.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"I told you I called her personally because I have her number, but she didn't answer. So I need somebody to talk to.\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Yeah, I know. I told you I called her personally because I have her number, but she didn't answer. So I need somebody to talk to.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"So I need somebody to talk to.\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah, I know. I told you I called her personally because I have her number, but she didn't answer. So I need somebody to talk to.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"I told you I called her personally because I have her number, but she didn't answer. So I need somebody to talk to.\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"yeah ma'am i'll transfer to my cs8 and they'll handle your request\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"I called her personally because I have her number, but she didn't answer. So I need somebody to talk to.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"I told you I called her personally because I have her number, but she didn't answer. So I need somebody to talk to.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I told you I called her personally because I have her number, but she didn't answer.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"I told you I called her personally because I have her number, but she didn't answer. So I need somebody to talk to.\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"like she didn't pick the call i think so\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710189924.104241\", \"call_id\": \"call-F1-1710189924.104241-5\", \"start_time\": \"2024-03-11T20:45:24.000000Z\", \"EndTime\": \"2024-03-11T20:45:24Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710189924.104241-5\"}"}, {"id": "439fa15f4df340119145b2a5a42172b5", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"And Correct. you want it to be on March 17th. The Sunday, yes? And then come back on March 31st. That's correct.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"This is Khadija. I'm calling from ASAP Tickets.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"And will the husband be needing a hotel or car rental? No.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"And will the husband be needing a hotel or car rental? No.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"To see if you have anything. So are you booking for somebody or it's you ship?\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"In regard to a flight request that you left to our site, are you still interested in booking?\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"In regard to a flight request that you left to our site, are you still interested in booking?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. Yeah. Hey,  Reggie.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"And as a date, I need to be flexible or fixed. Flexible for when? Returning or departure? Departure and retirement. When? Going is March 17th. Is it flexible or is it fixed?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. 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No.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"In regard to a flight request that you left to our site, are you still interested in booking?\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello. Yeah. Hey, Reggie. Hi. This is Khadija. I'm calling from ASAP Tickets.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710268829.81108\", \"call_id\": \"call-E4-1710268829.81108-2\", \"start_time\": \"2024-03-12T18:40:29.000000Z\", \"EndTime\": \"2024-03-12T18:44:35Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Khadija\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710268829.81108-2\"}"}, {"id": "dd1946c12cbd466591e2e3099ae3c3c4", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"And, sorry, and you were charged for both, like, going and return, correct?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hi, thank you for calling me sub-ticket customer support. My name is Benidza.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"I had asked her, I said, now, is this, uh, could it go to where we're going to in that, and she told me yes, but then, um, I was told by somebody else there that, no, it was just here to Florida, where we're at.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Sorry, sir, if I got it correctly, you said you purchased a ticket through office tickets and the airline is Frontier Airline, correct? it is. Yes. And you said you purchased extra baggage? If I got it correctly, you said you purchased extra baggages and the agents told you the baggage was for the going and coming back, right?\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": false, \"quotation\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"and how they charged me, um, $150 for, uh, uh, one, uh, duffel bag, and that, and, um, like I had told her, I said, um, they didn't even weigh the bag before, or, or anything, they just automatically charged, um, um, they had us go online, and pay for a luggage, and they charged us two charges of $75\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hi, thank you for calling me sub-ticket customer support. My name is Benidza. How can I assist you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"...I had purchased, Uh um, tickets through you guys, and,-huh. uh, and the original lady that, um, I don't even, I  don't know if she's in today, or is Uh -huh. a lunch, or, you know, whatnot, but I have spoke to her yesterday, and told her what happened...\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I'm not sure if you guys end up having, like, notes or anything in your computer or If, anything. yes, if I got it correctly, you said you purchased a ticket through office tickets and the airline is Frontier Airline, correct?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"I was told by somebody else there that, no, it was just here to Florida, where we're at. It's not coming back to CTAC and that, and, uh, the lady said that she, I don't know, that it was wrong and that, and that she was going to talk to, uh, her manager and that, and, get things figured out and get back to me.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"and, get things figured out and get back to me\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"and that she was going to talk to, uh, her manager and that, and, get things figured out and get back to me\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"...the original lady that, um, I don't even, I don't know if she's in today, or is a lunch, or, you know, whatnot, but I have spoke to her yesterday, and told her what happened...and that she was going to talk to, uh, her manager and that, and, get things figured out and get back to me...\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"I had purchased, Uh um, tickets through you guys, and,-huh. uh, and the original lady that, um, I don't even, I don't know if she's in today, or is Uh -huh. a lunch, or, you know, whatnot, but I have spoke to her yesterday, and told her what happened, um, at, uh, Frontier, um, and how they charged me, um, $150 for, uh, uh, one, uh, duffel bag, and that, and, um, like I had told her, I said, um, they didn't even weigh the bag before, or, or anything\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"they had us go online, and pay for a luggage\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Benidza.\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710529177.33805\", \"call_id\": \"call-E8-1710529177.33805-12\", \"start_time\": \"2024-03-15T18:59:37.000000Z\", \"EndTime\": \"2024-03-15T18:59:37Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bartosz\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710529177.33805-12\"}"}, {"id": "c232c01d701541fa92b802170a03ff8b", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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San Sabo, right?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"my name is I'm calling from PSAP Ticket\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"Oh. Yes, do you have any intention of booking right now? Chile. Huh? Chile, Do you have any intention of booking right now? my Chile. No. Okay, so you just want to check the price. Yeah.\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Okay, so tell me more about your flight. Just tell me what your flight is. are you looking for? Um. No stop. I Come again, say that again. don't want to stop, um, in the Okay, all right, so you don't want to stop, you want a direct flight, right, from Los Angeles to San Sabado, San Sabado, Yeah. right?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"True\", \"quotation\": \"You just want to know how much the ticket. All right, now, I'm going to be checking for you right now. don't any money in Chile. Let's see if this makes me have any money in Chile. And this is a house. Chile. Chile, Manitina. So, Leonardo, can you hear me?\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I was calling in regards to a request left on our website, are you still looking for a ticket?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. 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Okay, so you intend to depart in the month of December, Yeah, wow, and you want to return somewhere in January first, right?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I was calling in regards to a request left on our website, are you still looking for a ticket?\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Okay, so tell me more about your flight. Just tell me what your flight is. Are you looking for? Um. No stop. I Come again, say that again. don't want to stop, um, in the Okay, all right, so you don't want to stop, you want a direct flight, right, from Los Angeles to San Sabado, San Sabado, Yeah.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"I was calling in regards to a request left on our website, are you still looking for a ticket?\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, my name is I'm calling from PSAP Ticket, am I speaking to Leonardo's?\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710183662.38384\", \"call_id\": \"call-E8-1710183662.38384-2\", \"start_time\": \"2024-03-11T19:01:02.000000Z\", \"EndTime\": \"2024-03-11T19:05:32Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Ingward\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710183662.38384-2\"}"}, {"id": "ed5baf8f4ee74b12954bbdcfe57f6aa4", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling Hello, hi. Sorry? up to get Procurement Support, my name is Corinthian, how may I assist you?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Can I give you my Direct Line? Just in case you get disconnected.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"thank you for calling Hello, hi. Sorry? up to get Procurement Support, my name is Corinthian, how may I assist you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"Is it okay for you that I dropped the call? I want to quick check and call you back.\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"Hi, I have this flight coming up tomorrow. Unfortunately, I can't make it to the flight. I was wondering if would I be able to get a refund for my flight because I cannot make it.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Okay, thank you very much. Thank you. Yeah. Okay, bye for now. I'll call you back. Alright, go ahead. Bye. All right, thank you.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Can I give you my Direct Line? Just in case you get disconnected.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Can I give you my Direct Line? Just in case you get disconnected.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, hi. Sorry? up to get Procurement Support, my name is Corinthian, how may I assist you?\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710710060.67408\", \"call_id\": \"call-E5-1710710060.67408-4\", \"start_time\": \"2024-03-17T21:14:20.000000Z\", \"EndTime\": \"2024-03-17T21:14:20Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1710710060.67408-4\"}"}, {"id": "5ee43e14f1f74979958dea92ba70df82", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"And when are you supposed to depart? When is it showing that I'm supposed to be passed? I am checking with your name, so I have different reservations here, so I want to be sure I'm in the right one. Okay. There was one which is for January, which I called to change, and I was charged 300 and something, which I paid. So the change was May 1st, from Toronto to Lagos.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello. Hi. Welcome and thank you for calling ASAP to get customer support. My name is Akonza.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Okay.  There was one which is for January, which I called to change, and I was charged 300 and something, which I paid. So the change was May 1st, from Toronto to Lagos.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. Hi. Welcome and thank you for calling ASAP to get customer support. My name is Akonza. How may I help you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"And when are you supposed to depart? When is it showing that I'm supposed to be passed?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Um, no, that didn't happen. It's actually Okay. 1st, on the 23rd.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"There was one which is for January, which I called to change, and I was charged 300 and something, which I paid.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello. Hi. Welcome and thank you for calling ASAP to get customer support. My name is Akonza. How may I help you today?\"}], \"metadata\": {\"master_call_id\": \"call-E9-1710542869.60504\", \"call_id\": \"call-E9-1710542869.60504-8\", \"start_time\": \"2024-03-15T22:47:49.000000Z\", \"EndTime\": \"2024-03-15T22:47:49Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1710542869.60504-8\"}"}, {"id": "4bcfd32929034d0c96a05523498696ff", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"so let me just right now try for you to schedule in the department, we are more responsible to support you for changing the dates\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"She has this ticket from Atlanta to San Diego and she wants to reschedule her flight.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"She would like to reschedule the slides.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"let me just right now try for you to schedule in the department, we are more responsible to support you for changing the dates, okay?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"much for telling me to take this comment, it's not me I hate you.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hi, my name is Amy. I'm calling from my mother.\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710438869.57754\", \"call_id\": \"call-E5-1710438869.57754-3\", \"start_time\": \"2024-03-14T17:54:29.000000Z\", \"EndTime\": \"2024-03-14T17:54:29Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1710438869.57754-3\"}"}, {"id": "e94f7e1ee010405d96f384608888e7b4", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, I do not see. I'm sorry. I don't see. I don't see. I don't see. I don't see. this is very difficult that I keep on changing my... I keep on asking people here to readjust again. I understand that. Okay, if you'd like to re-adjust your flight, so I will transfer this call to customer service. But at this moment, your ticket is good, so you can use this flight. But anyway, I will transfer it right now.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, Is my name is Solzhen from ICT. this customer service of ACA?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"I do not see. I'm sorry. I don't see. I don't see. I don't see. I don't see. this is very difficult that I keep on changing my... I keep on asking people here to readjust again.\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Yeah, because I don't know if person that I could talk about the scheduling of my flight that they keep on changing the flight.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Yeah, everything is changed or not? like I said, the airline can change their flight due to any reason, everything is changed. everything is changed. but at this moment... At this moment, it's all good, so you can use this flight without any problem. If they all change again, or if they all cancel, we'll try to re-protect you with any other flights, so don't worry about it. At this moment, it's all good. It's only a few minutes schedule change, so you can use this flight.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"Okay, I do not see. I'm sorry. I don't see. I don't see. I don't see. I don't see. this is very difficult that I keep on changing my... I keep on asking people here to readjust again. I understand that. Okay, if you'd like to re-adjust your flight, so I will transfer this call to customer service. But at this moment, your ticket is good, so you can use this flight. But anyway, I will transfer it right now.\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"this is very difficult that I keep on changing my... I keep on asking people here to readjust again.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"this is very difficult that I keep on changing my... I keep on asking people here to readjust again.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Now, should I transfer to SatMachines?\\nI\\u2019ll transfer this call to customer service.\\nAnyway, I will transfer it right now.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"But at this moment, I will transfer it right now.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"Hello, Is my name is Solzhen from ICT. this customer service of ACA?\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I don't understand this flight. Wait, Yeah, everything is changed or not? Like I said, the airline can change their flight due to any reason, Everything is changed, everything is changed. But at this moment...At this moment, it's all good, so you can use this flight without any problem.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I don't see. I'm sorry. I don't see. I don't see. I don't see. I don't see. this is very difficult that I keep on changing my... I keep on asking people here to readjust again.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, Is my name is Solzhen from ICT.\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710530316.37480\", \"call_id\": \"call-E8-1710530316.37480-5\", \"start_time\": \"2024-03-15T19:18:36.000000Z\", \"EndTime\": \"2024-03-15T19:18:36Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bartosz\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710530316.37480-5\"}"}, {"id": "98870e5927934a4197f1b261b9dd4896", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So, in this case, let me just transfer you to our customer support and they will assist you, ok?\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling USAP Ticket. My name is Akon.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Okay. Just hold on, please.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Well, I got a charge with your business on it that I can't figure out what it's for.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling USAP Ticket. My name is Akon. How can I help you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"Well, I got a charge with your business on it that I can't figure out what it's for. From February 13th, 24, and it was for $596.16, and it says Fisco, California. \"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Well, I got a charge with your business on it that I can't figure out what it's for. From February 13th, 24, and it was for $596.16, and it says Fisco, California.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So, in this case, let me just transfer you to our customer support and they will assist you, ok?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"So, in this case, let me just transfer you to our customer support and they will assist you, ok?\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"That's okay. Maybe... maybe you could charge for the ticket?\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Well, I got a charge with your business on it that I can't figure out what it's for.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"Well, I got a charge with your business on it that I can't figure out what it's for. From February 13th, 24, and it was for $596.16, and it says Fisco, California.\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Akon.\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710621247.10288\", \"call_id\": \"call-F1-1710621247.10288-12\", \"start_time\": \"2024-03-16T20:34:07.000000Z\", \"EndTime\": \"2024-03-16T20:34:07Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710621247.10288-12\"}"}, {"id": "c3f880f957a3470a9857162112acab52", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"can I take the call on hold for a couple of minutes and then I'm trying to find out and then back to you\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"a certificate customer support my name is\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"I -A -N. Oh, Corinthian. Okay. Okay. Now, do you have a Sharmell still working there? on s Sharmell. Do you have a Sharmell still working there? S -H -A -R -M -E -L. V. Sharmell. Or Sharmell V.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Do you have a Sharmell still working there? She's in Crosstown. Well, she normally book flights for me. That's in the sales department.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm a customer service trying to check if I can't find that oh It's Sharmell V. I don't know what the V stands for. I can't find the name...I just want to see if I can get a price for the flight.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"thank you for playing a certificate customer support my name is I'm not with you today for What's your name?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"I just want to see if I can get a price for the flight.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I can't find it in here is that from the sales department or She's in Crosstown. She normally book flights for me. That's in the sales department. Right. Right. Can't find it right now. Where are you? In Crosstown.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"can I take the call on hold for a couple of minutes and then I'm trying to find out and then back to you\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"Yes.  from  here  I  can't  I  can't  find  the  agent  shamel  system  but Okay.  I'm  wondering  if  she's  still  there. yes  I  can  yes  I  can  try  maybe  check  in  another  this  around  and  maybe  send  an Yeah. email  up  in  them  to  call  you  back  yes Yeah.  Yeah.  Ask  somebody  in  Sears.  I  guess.  In  Sears,  right?  You're  in  customer  service,  right? I'm  a  customer  service  service  yes  customer  support Yeah.  I  need  somebody  in  Sears.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"I'll check and send an email and I have to clear work. All right. Thank you very much. Thank you. Bye-bye.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"She's in Crosstown. Well, she normally book flights for me. that's in the sales department you said the name is s h a r n checked Right. Right.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"FALSE\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"I just want to see if I can get a price for the flight.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"I can't find it in here is that from the sales department or She's in Crosstown.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"thank you for playing a certificate customer support my name is I'm not with you today for What's your name?\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710605994.6008\", \"call_id\": \"call-E4-1710605994.6008-6\", \"start_time\": \"2024-03-16T16:19:54.000000Z\", \"EndTime\": \"2024-03-16T16:19:54Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710605994.6008-6\"}"}, {"id": "276b77f8b42b4b8a990d0bc1b4f8855e", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling ASAP to get customer support. My name is Corentin.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"So, Yes. Okay, you don't have the confirmation number? right now, I don't have it with me. But while with you, I've been checking in my email. But if I give you the name on my email, you can see that or not?\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"But while with you, I've been checking in my email.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I've been checking in my email.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling ASAP to get customer support. My name is Corentin. How may I assist you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"So  you  have  the  new  dates  in  mind?  The  ones  you  want  to  change  to?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Yes, that's the problem. I don't have the conference number. I don't remember anymore. Are you guys sending me an email or what?\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"In case you have the need to call back, please don't hesitate to call me. I'll be here to take an assist you.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Yes, that's the problem. I don't have the conference number. I don't remember anymore. Are you guys sending me an email or what?\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes, that's the problem. I don't have the conference number. I don't remember anymore. Are you guys sending me an email or what?\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Corentin.\"}], \"metadata\": {\"master_call_id\": \"call-E6-1710190961.108765\", \"call_id\": \"call-E6-1710190961.108765-9\", \"start_time\": \"2024-03-11T21:02:41.000000Z\", \"EndTime\": \"2024-03-11T21:02:41Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1710190961.108765-9\"}"}, {"id": "9cb766c952fd4d6a995b0f3f666f8b52", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, and thank you for calling.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710713584.79226\", \"call_id\": \"call-E5-1710713584.79226-2\", \"start_time\": \"2024-03-17T22:13:04.000000Z\", \"EndTime\": \"2024-03-17T22:13:04Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1710713584.79226-2\"}"}, {"id": "a5a1d2f020bb48ca99f79b54e101aecb", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Alright, so let me transfer you over right now to our schedule change department, okay?\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello? Hello, is this Cola?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"So we want to change if there's a possible flight, same day on the 9th, but maybe around 8 p.m. Or like, like if any p.m. flight on the 9th.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"I think that was Wednesday. Oh, yeah.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi. So we have, we bought a ticket. My mom actually bought the ticket for us.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello? Hello, is this Cola?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"So, we want to change if there's a possible flight, same day on the 9th, but maybe around 8 p.m. Or like, like if any p.m. flight on the 9th, Okay, I remember your mom booked the ticket last... Thursday night, I think.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Alright, so let me transfer you over right now to our schedule change department, okay?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"No, no, Okay. uh, no, for the schedule change, no, because you have the travel care survey.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue. 'So we have, we bought a ticket. My mom actually bought the ticket for us.'\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"No, no, for the schedule change, no, because you have the travel care survey.\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, is this Cola? Yes, hi, this is Kola.\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710713584.79226\", \"call_id\": \"call-E5-1710713584.79226-3\", \"start_time\": \"2024-03-17T22:13:04.000000Z\", \"EndTime\": \"2024-03-17T22:13:04Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1710713584.79226-3\"}"}, {"id": "f181333e9192473e9a0eb32998e922ef", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP Ticket. My name is Atanza. How may I help you today?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"I'm calling because I need to reschedule my mom's flight.\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah, hi. I'm calling because I need to reschedule my mom's flight.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP Ticket. My name is Atanza. How may I help you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Okay, can you tell me when to... She's supposed to be coming back the 19th of this month.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Oh, I don't have it. Can you find it for me?\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP Ticket. My name is Atanza. How may I help you today?\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710435813.1204823\", \"call_id\": \"call-E2-1710435813.1204823-8\", \"start_time\": \"2024-03-14T17:03:33.000000Z\", \"EndTime\": \"2024-03-14T17:03:33Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1710435813.1204823-8\"}"}, {"id": "a12080cb5ec3464f9a8d56191e8e5e14", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"your call may be monitored and or recorded.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hi. Hello, and thank you for calling. Good morning. For training purposes, Good morning.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"N/A\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi. Hello, and thank you for calling.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710703496.73688\", \"call_id\": \"call-F1-1710703496.73688-3\", \"start_time\": \"2024-03-17T19:24:56.000000Z\", \"EndTime\": \"2024-03-17T19:24:56Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bartosz\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710703496.73688-3\"}"}, {"id": "8cceadf5321b4e559ae5ee6a26b328da", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you very much for calling us\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"Yes, if it's how you really want to talk to her.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"Yes, if it's how you really want to talk to her.\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"So, yes, Hello? on the email she sent to you, her number is not there. Oh, yeah, there's a number, so I should call this number then. Yes, if it's how you really want to talk to her, The number is... Okay. I think it's best to call.\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"on the email she sent to you, her number is not there.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"on the email she sent to you, her number is not there.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"So,  yes, Hello?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. 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Ah, yeah, me again. Sorry, Didn't pick it up. it's me.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"Since the people I'm transferring to are busy, let me try transferring to someone else.\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello? Ah, yeah, me again. Sorry, Didn't pick it up. it's me.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Hello? Ah, yeah, me again. Sorry, Didn't pick it up. it's me.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Since the people I'm transferring to are busy, let me try transferring to someone else.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"Since the people I'm transferring to are busy, let me try transferring to someone else.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Didn't pick it up.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello? Ah, yeah, me again. Sorry, Didn't pick it up. it's me.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello? Ah, yeah, me again.\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710610729.100679\", \"call_id\": \"call-E2-1710610729.100679-8\", \"start_time\": \"2024-03-16T17:38:49.000000Z\", \"EndTime\": \"2024-03-16T17:38:49Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Ebenezer\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1710610729.100679-8\"}"}, {"id": "9a72bc2792d347269b9d03eac2e83b2b", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling SL Ticket customer support, my name is P00WE, please Hello, my name is Herb Day.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So, I would love to give you my direct line, so that I can let you go, run a check on your request and give you a call back.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling SL Ticket customer support, my name is P00WE, please Hello, my name is Herb Day.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"Usually, how much time does a ticket holder have before he can cancel his flight and still get credit?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I would love to give you my direct line, so that I can let you go, run a check on your request and give you a call back. That's fine.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"So, I would love to give you my direct line, so that I can let you go, run a check on your request and give you a call back.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling SL Ticket customer support, my name is P00WE, please Hello, my name is Herb Day.\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710702311.69983\", \"call_id\": \"call-F1-1710702311.69983-5\", \"start_time\": \"2024-03-17T19:05:11.000000Z\", \"EndTime\": \"2024-03-17T19:05:11Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710702311.69983-5\"}"}, {"id": "f264178433394d839c04a4f6da55e59f", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"so instead of keeping on the line with him I'm having some little technical difficulties so let me try one that will be able to assist you\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"hello thank you for calling it up customer support just Hello. Hi. Good morning. My name is Augustine. My ticket number is 07.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"My ticket number is 07.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"hello thank you for calling it up customer support just Hello.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I'm having some little technical issues here to open my app and because somebody else also will have a technical problem. okay I don't I'm trying to get the page open and it's kind of like not opening but so instead of keeping it that function if you don't mind I don't know how long it will take\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"so instead of keeping on the line with him I'm having some little technical difficulties so let me try one that will be able to assist you\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"so instead of keeping it that function if you don't mind I don't know how long it will take They are going to do the same thing.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"hello you are don't call me you\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"so instead of keeping on the line with him I'm having some little technical difficulties so let me try one that will be able to assist you\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"hello thank you for calling it up customer support my name is Augustine. My ticket number is 07.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"thank  you  for  calling  it  up  customer  support\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"I'm trying to get the page open and it's kind of like not opening...so instead of keeping it that way if you don't mind...I don't know how long it will take.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Augustine.\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710457712.131994\", \"call_id\": \"call-E7-1710457712.131994-4\", \"start_time\": \"2024-03-14T23:08:32.000000Z\", \"EndTime\": \"2024-03-14T23:08:32Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Ebenezer\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1710457712.131994-4\"}"}, {"id": "8eed8081449346d39d00c198c3677105", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"You are traveling from New York. I need three tickets. New York or Newark. And okay, New York or Newark. Yeah. Perfect. Yeah. Yeah. three tickets. Can you tell me all are adults or is there any child you are traveling with?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, this is Imrik calling from ASAP Tickets.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"I've just called you to discuss some codes for the flight for your trip.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"None\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. Hello, this is Imrik calling from ASAP Tickets.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Okay, the departure should be the 16th. And can you help me with the date? Here I can see. June 16th and return is July 21st.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Hello, can you hear me?...Can you hear me? Hello?...Can you hear me? Can you hear me?...Okay, I'm looking for three tickets actually...Okay, It's for three people...three tickets...there are 16 and 14...Child means under age...So, it's going to be like eight tickets...Okay, the departure should be the 16th...okay, okay...And can you help me with the date? Here I can see...Yes. June 16th and return is July 21st...But it's flexible. You can, 16 and return is July...if you have like two, yeah, two more days, three more days, up or down. It doesn't matter.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"True\", \"quotation\": \"Yeah, and I'm sending you my introduction letter. My name is Emre. Okay. I'm going to be your personal travel agent. No problem. And I'm sending you my introduction letter where you can find my data sign number and my email also. No problem.\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"There is no mention or inquiry regarding car rental services in the conversation.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, this is Imrik calling from ASAP Tickets. Yeah, yeah. So, I was saying that I've just called you to discuss some codes for the flight for your trip. No problem. My name is Emre. Ok, Ok, Ok.\"}], \"metadata\": {\"master_call_id\": \"call-E3-1710363517.795016\", \"call_id\": \"call-E3-1710363517.795016-2\", \"start_time\": \"2024-03-13T20:58:37.000000Z\", \"EndTime\": \"2024-03-13T21:02:25Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Imrik\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1710363517.795016-2\"}"}, {"id": "42ae3e59862e401b9da114ad758bec61", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Just one moment. I will transfer it to the customer support, and you can... and share the assignment with them, okay?\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"Okay, sir. Can you please provide me your ticket number so I can check your reservation?\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"the email sent to me from, from, from ASAP was, was to acknowledge their change, just, just to be notified of the change, not to, not to, I mean, not, not to call or do anything about it.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Can you please provide me your ticket number so I can check your reservation?\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, Yes, sir. Mm -hmm. Mm -hmm. Okay, And you cannot see your booking on the website, as I understood.\\nthe, the, Yes, the seat assignment is still there.\\nthe, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm having an issue with a ticket that I, that I, that I, that I, that I purchased because someone just told me that I need to confirm the changes and there was no email where it got to that.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling us to take it to the protection department.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"Okay, sir. Can you please provide me your ticket number so I can check your reservation?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Yeah, I mean, I don't, you know, I'm having an issue with a ticket that I, that I, that I, that I, that I purchased because someone just told me that I need to confirm the changes and there was no email where it got to that.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Just one moment. I will transfer it to the customer support, and you can... and share the assignment with them, okay?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"Thank you for calling us to take it to the protection department.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"The email sent to me from, from, from ASAP was, was to acknowledge their change, just, just to be notified of the change, not to, not to, I mean, not, not to call or do anything about it.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"I'm having an issue with a ticket that I, that I, that I, that I, that I purchased because someone just told me that I need to confirm the changes and there was no email where it got to that.\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"True\", \"quotation\": \"Okay, sir. Understood. Just one moment. I will transfer it to the customer support, and you can... and share the assignment with them, okay?\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"And you cannot see your booking on the website, as I understood.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E3-1710526496.1236515\", \"call_id\": \"call-E3-1710526496.1236515-5\", \"start_time\": \"2024-03-15T18:14:56.000000Z\", \"EndTime\": \"2024-03-15T18:14:56Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1710526496.1236515-5\"}"}, {"id": "2225cdf6d80e4b429dbb5b73d33acd44", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"You want a ticket from Little Rock to Phoenix, is that right?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello George, my name is Dakota from ASAP Tickets.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"No\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"And do you also need a car on rent or hotel accommodation in Phoenix? no  sure No.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"And do you also need a car on rent or hotel accommodation in Phoenix?\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hi, am I speaking with George? Hello George, my name is Dakota from ASAP Tickets.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"I may know the date of travel? april 4th April 4th. Is that fixed or is that flexible?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Just a moment. Give me a minute, please. And do you also need a car on rent or hotel accommodation in Phoenix? ... So, when can I expect a call from you? Or shall I give you a call after an hour? Would that be okay? Because we will go ahead and reserve the seat.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"True\", \"quotation\": \"I'm sending you the introduction letter to your email now.\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Just a moment. Give me a minute, please. And do you also need a car on rent or hotel accommodation in Phoenix? ... I'm sending you the introduction letter to your email now. Let me know if you have received it. ... So, all you have to do is to reply, okay okay. And we'll be sending all the details on WhatsApp.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"i already called my Three steps. friend the ticket is not for me it's for a friend of mine so i need to call you back yeah\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"i  already  called  my Three  steps. friend  the  ticket  is  not  for  me  it's  for  a  friend  of  mine  so  i  need  to  call  you  back\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"And do you also need a car on rent or hotel accommodation in Phoenix? no sure No.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello George, my name is Dakota from ASAP Tickets.\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710281792.124517\", \"call_id\": \"call-F1-1710281792.124517-2\", \"start_time\": \"2024-03-12T22:16:32.000000Z\", \"EndTime\": \"2024-03-12T22:21:32Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Hakoda\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710281792.124517-2\"}"}, {"id": "954cc54da5fb48c09dc8a4d00557cdf4", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I'll be pulling up the reservation, okay? Thank you for patiently waiting on the line. Is this a flight from Toronto, Canada, going to Medina, Saudi Arabia? That's right. That's correct.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Ticket Service. My name is Aquarius. How can I help?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"No\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Is this a flight from Toronto, Canada, going to Medina, Saudi Arabia?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"So, I'm really sorry. Because he said he's going to call me after half an hour, and now it's almost an hour. That's why. But since he's still working on it, that's why. He said he's going to call me after half an hour.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"So, I'm really sorry. Because he said he's going to call me after half an hour, and now it's almost an hour. That's why. But since he's still watching on it, Ah, I see. that's why. He said he's going to call me after half an hour. I see. So, he didn't call me, So... so I think he's still watching on it then. Mm-hmm. So you want me to proceed with this? Is that what you mean?\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"No\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So, I'm really sorry. Because he said he's going to call me after half an hour, and now it's almost an hour. That's why. But since he's still watching on it, that's why. He said he's going to call me after half an hour.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Yes, hi. Thank you for calling ASAP Ticket Service. My name is Aquarius. How can I help?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"So, I'm really sorry. Because he said he's going to call me after half an hour, and now it's almost an hour. That's why. But since he's still watching on it, that's why. He said he's going to call me after half an hour. I see. So, he didn't call me, So... so I think he's still watching on it then.\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"So, I've got some issue that I really want to send the date.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"So, I'm really sorry. Because he said he's going to call me after half an hour, and now it's almost an hour. That's why. But since he's still watching on it, that's why. He said he's going to call me after half an hour. I see. So, he didn't call me, so I think he's still watching on it then.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I'll be pulling up the reservation, okay? Thank you for patiently waiting on the line. Is this a flight from Toronto, Canada, going to Medina, Saudi Arabia? That's right. That's correct. Okay. Can you help me verify the complete name of the passenger, date of birth, Anas, and phone number associated on the reservation?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"No, I'm saying, if he's still watching on it, do you know how long it's going to take him?\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"I'm really sorry. Because he said he's going to call me after half an hour, and now it's almost an hour. That's why. But since he's still watching on it, that's why. He said he's going to call me after half an hour. I see. So, he didn't call me, so I think he's still watching on it then.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"So, I'm really sorry. Because he said he's going to call me after half an hour, and now it's almost an hour. That's why. But since he's still watching on it, that's why. He said he's going to call me after half an hour. I see.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So, I'm really sorry. Because he said he's going to call me after half an hour, and now it's almost an hour. That's why. But since he's still watching on it, that's why. He said he's going to call me after half an hour.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Is this a flight from Toronto, Canada, going to Medina, Saudi Arabia?\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Aquarius, like the Zodiac sign.\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710437565.49909\", \"call_id\": \"call-E7-1710437565.49909-4\", \"start_time\": \"2024-03-14T17:32:45.000000Z\", \"EndTime\": \"2024-03-14T17:32:45Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bartosz\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1710437565.49909-4\"}"}, {"id": "cd2eadf16baf4aad9dd6025c7ca1da49", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"okay let me transfer it to the concierge department they will assist you on this so please bear with me\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"So we went up to the desk and said, we're not staying here. We want a refund. We a refund for four nights.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"So we went up to the desk and said, we're not staying here. We want a refund.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"We checked into the hotel, but unfortunately, my wife found a used condom full of semen in the wastebasket. So we went up to the desk and said, we're not staying here. We want a refund.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"I got this from your concierge department. okay you can give me the ticket number please\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"So we went up to the desk and said, we're not staying here. We want a refund. refund for four nights. And they said, no, we're not going to give you a refund because you didn't pay us. You paid ITN, so you'll have to call ITN.\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"And both of those are over six digits long. can you help okay ICN number can you help me with that The itinerary number is 7277-2343 7277 343-3988-76.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"thank you for calling your certificate this is Bartosz how can I help you\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"True\", \"quotation\": \"I'll transfer it to the concierge department, they will assist you on this, so please bear with me.\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"So we went up to the desk and said, we're not staying here. We want a refund. We a refund. refund for four nights. And they said, no, we're not going to give you a refund because you didn't pay us. You paid ITN, so you'll have to call ITN. okay okay let me transfer it to the concierge department they will assist you on this so please bear with me Do you have a direct number? Because I have been calling them, and the phone hangs up.\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Do you have a direct number? Because I have been calling them, and the phone hangs up... They don't answer... Great. And that's the only number you have for them, correct?\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"okay let me transfer it to the concierge department they will assist you on this so please bear with me\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"So please bear with me. Let me transfer it to the concierge department. They will assist you on this.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I got this from your concierge department...I don't have any of that, and I got this from your concierge department.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"So we went up to the desk and said, we're not staying here. We want a refund.\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"They don't answer. okay then please bear with me I'll transfer it the call will go direct to\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"So we went up to the desk and said, we're not staying here. We want a refund.\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"thank you for calling your certificate this is Bartosz how can I help you\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710621874.48429\", \"call_id\": \"call-E7-1710621874.48429-10\", \"start_time\": \"2024-03-16T20:44:34.000000Z\", \"EndTime\": \"2024-03-16T20:44:34Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bartosz\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1710621874.48429-10\"}"}, {"id": "181ce188445e4b219ded60ebf340e4da", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So, as can see here, there a schedule change on flight. And, yes, I will have to escalate this by the protection department. So, I'm just escalating it right now from my end. I will escalate it to the protection department. they are definitely going to contact him. And they will advise him accordingly on what to do. So, I just escalated it from my end to the department. Yeah?\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"OK.  I  can  definitely  assist  you  with  that.  You  said  the  flight  is  for  tomorrow, yeah  would  you  be  able  to  look  it  up  with  his  first  and  last  name  because correct?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"No. Do you have access to his phone so that you can check his email?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"True\", \"quotation\": \"So, I... Yes. Yes. I escalated it to the protection department. Yes. They are going to call him. They are going to call him. And they advise him accordingly. And maybe they will give him a new date for his flight and all. they are going to assist him. So, you don't have to worry about it. OK?\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"The customer did not express any dissatisfaction or claim that they did not receive what was promised by the agency.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"I'm asking him about the ticket number but it doesn't come would you say about attending attending have access to the email that you can check?\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So, as I said earlier, the protection department is going to contact him. And they are going to advise him accordingly.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hi, thank you for calling us. How can I assist you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"True\", \"quotation\": \"So, I... Yes. Yes. I escalated it to the protection department. Yes. They are going to call him. They are going to call him. And they advise him accordingly. And maybe they will give him a new date for his flight and all. they are going to assist him. So, you don't have to worry about it. OK?\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Hi, I'm actually calling up my dad and he's flying tomorrow but I want to know if there's like any options available for him because his mother-in-law is dying right now and he's gonna more likely be deceased in the next few days either tonight or tomorrow or the day but within the three days so is there any options to rebook or like um Is it the roundtrip ticket?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"You haven't done anything price because I'm just trying to see like the options I said I just... I said there was a schedule change on are yeah flight. yeah I know it's this escalate so what's gonna happen okay\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So, I just escalated it to the protection department. Yes. They are going to call him. They are going to call him. And they advise him accordingly. And maybe they will give him a new date for his flight and all. they are going to assist him. So, you don't have to worry about it. OK?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"You haven't really fixed schedule reschedule, right? It's just you're gonna accelerate it and then someone's gonna call him.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"So, as can see here, there a schedule change on flight. And, yes, I will have to escalate this by the protection department. So, I'm just escalating it right now from my end. I will escalate it to the protection department. they are definitely going to contact him. And they will advise him accordingly on what to do. So, I just escalated it from my end to the department. Yeah?\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So, as I said earlier, the protection department is going to contact him. And they are going to advise him accordingly.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"For security reasons, I'm please, can you confirm, is there a bird?\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"None\", \"quotation\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710199476.586914\", \"call_id\": \"call-E2-1710199476.586914-7\", \"start_time\": \"2024-03-11T23:24:36.000000Z\", \"EndTime\": \"2024-03-11T23:24:36Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Ebenezer\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1710199476.586914-7\"}"}, {"id": "e0b16b40062b45ab9e4dc01b1c758711", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"and what are your travel dates\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"so there's one option available with Southwest airline\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Yeah, I was just wondering, like, where will we be going out to find, just one way?\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"may I help you today\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"and what are your travel dates and\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"No, that's, I mean, that guy. Trismet. a carry-on with Spirit Airlines with Alaska Airlines but yeah so it ain't a guy, so I'm good, man.\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Uh, just a, uh, one, one, uh, personal bag.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"And, uh, your name sir Brian, B -R -I -N, Sanchez, S -A -N -C -H -E -G.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710535213.96124\", \"call_id\": \"call-E4-1710535213.96124-3\", \"start_time\": \"2024-03-15T20:40:13.000000Z\", \"EndTime\": \"2024-03-15T20:44:43Z\", \"CallDirection\": \"Incoming\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Avrum\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710535213.96124-3\"}"}, {"id": "8f946b42a9f346c69f11acc4aa379a9c", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"It says you're supposed to depart on the 9th of April from Toronto, Canada going to Lagos. And you're supposed to return on the 23rd of April.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello. Welcome and thank you for calling 8-8. My name is . How may I help you today?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"Yes, I want you to give me the time.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"And for security reasons, please can you tell me the phone number used for this reservation?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"Yeah, it's the same thing that I have. So, I don't know why this one there. I received one email.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Yeah, it's the same thing that I have. So, I don't know why this one there. I received one email.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. Welcome and thank you for calling 8-8. My name is. How may I help you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"No. When I'm leaving, I think it's KLM. Okay. Okay. When you're departing... You can check-in on... Here. On... Online. Yes. Okay.\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"It says you're supposed to depart on the 9th of April from Toronto, Canada going to Lagos. And you're supposed to return on the 23rd of April. Is that correct?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Yeah, it's the same thing that I have. So, I don't know why this one there. I received one email. still given minutes. Let me check to be sure. Hello. you hear me? I can hear you. Okay. So I checked and I think that I have an assistant. Does this match the one you have in your ticket?\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"Okay, I think that I have an assistant. Does this match the one you have in your ticket? That's the time of the year.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"still given minutes. Let me check to be sure. Hello. you hear me? I can hear you. Okay. So I checked and I think that I have an assistant. Does this match the one you have in your ticket? does. That's the time of the year.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Yeah, it's the same thing that I have. So, I don't know why this one there. I received one email.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah, I received an email that there will be a slight change in my itinerary, so I don't know. What is the change?\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"So, when it's a day before the flight, which number am I going to call to make my confirmation? Is it KLM or Delta? Which number am I going to call?\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello. Welcome and thank you for calling 8-8. My name is.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710444965.93724\", \"call_id\": \"call-E4-1710444965.93724-4\", \"start_time\": \"2024-03-14T19:36:05.000000Z\", \"EndTime\": \"2024-03-14T19:36:05Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710444965.93724-4\"}"}, {"id": "502e008cc67c45ca9f4514e01a2e60ec", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So, that is handled by the customer support team. So, I'm a sales agent. I will transfer the call to customer support team. So, just be online and you can talk with them.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"This is Harlok.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"I am calling regarding the change of my departure date.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"I spoke to an agent earlier, and she told me, I mean, she sent me a link to make a payment for the date change.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"I am calling regarding the change of my departure date.\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"I spoke to an agent earlier, and she told me, I mean, she sent me a link to make a payment for the date change.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I spoke to an agent. Mm -hmm. Yeah, Good. I spoke to an agent earlier, and she told me, I mean, she sent me a link to make a payment for the date change. Mm -hmm. So I made a payment. Uh -huh. So I'm calling to check if you guys have received it to your end.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling me. It's not a ticket. This is Harlok. Can I help you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": false, \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"I am calling regarding the change of my departure date.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So, that is handled by the customer support team. So, I'm a sales agent. I will transfer the call to customer support team. So, just be online and you can talk with them.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I spoke to an agent. Mm -hmm. Yeah, Good. I spoke to an agent earlier, and she told me, I mean, she sent me a link to make a payment for the date change.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"I am calling regarding the change of my departure date.\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"I mean, she sent me a link to make a payment for the date change. So I made a payment.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"This is Harlok.\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710436816.1208125\", \"call_id\": \"call-E2-1710436816.1208125-2\", \"start_time\": \"2024-03-14T17:20:16.000000Z\", \"EndTime\": \"2024-03-14T17:20:16Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1710436816.1208125-2\"}"}, {"id": "045624a7912747a19f931887ef39c2a6", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"None\", \"quotation\": null}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, and thank you for calling.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"Detected hang up from the agent's side\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"false\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710536967.1484612\", \"call_id\": \"call-E2-1710536967.1484612-5\", \"start_time\": \"2024-03-15T21:09:27.000000Z\", \"EndTime\": \"2024-03-15T21:09:27Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1710536967.1484612-5\"}"}, {"id": "0a4ff5dbec8249029ff7f544ecf9f379", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I'll try to transfer the call once again.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hi, ma'am. Welcome to SR Tickets. Hi. My name is Brimston.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"She's not answering her phone, but it's because my aunt's leaving to the Philippines tomorrow, and the agent said we had to fill out a One Health Pass form or some kind of form to enter the Philippines. And I'm trying to do it online, but they're charging.\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Okay, so we bought a ticket from another agent. She's not answering her phone, but it's because my aunt's leaving to the Philippines tomorrow, and the agent said we had to fill out a One Health Pass form or some kind of form to enter the Philippines.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"Then if he didn't pick up, it will reflect to me. And again, if they didn't respond, I'll transfer to customer service. They'll handle your request.\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Okay, so we bought a ticket from another agent. She's not answering her phone, but it's because my aunt's leaving to the Philippines tomorrow, and the agent said we had to fill out a One Health Pass form or some kind of form to enter the Philippines. ... Her name is Dream, but I already tried to call her number. Dream. it's going straight to voicemail.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. Hello? Hello. Hi, ma 'am. Hi, ma 'am. Welcome to SR Tickets. Hi. My name is Brimston.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"Okay, so we bought a ticket from another agent. She's not answering her phone, but it's because my aunt's leaving to the Philippines tomorrow, and the agent said we had to fill out a One Health Pass form or some kind of form to enter the Philippines.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Okay, so we bought a ticket from another agent... She's not answering her phone... but it's because my aunt's leaving to the Philippines tomorrow, and the agent said we had to fill out a One Health Pass form or some kind of form to enter the Philippines. ... I'm trying to do it online, but they're charging. Usually it's free.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I'll try to transfer the call once again.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"I'll transfer to customer service. They'll handle your request.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"And again, if they didn't respond, I'll transfer to customer service. They'll handle your request.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I'll transfer to customer service. They'll handle your request.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"Okay, so we bought a ticket from another agent. She's not answering her phone, but it's because my aunt's leaving to the Philippines tomorrow, and the agent said we had to fill out a One Health Pass form or some kind of form to enter the Philippines.\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"She's not answering her phone, but it's because my aunt's leaving to the Philippines tomorrow, and the agent said we had to fill out a One Health Pass form or some kind of form to enter the Philippines. And I'm trying to do it online, but they're charging.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"Okay, so we bought a ticket from another agent. She's not answering her phone, but it's because my aunt's leaving to the Philippines tomorrow, and the agent said we had to fill out a One Health Pass form or some kind of form to enter the Philippines. And I'm trying to do it online, but they're charging. Usually it's free.\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"And I'm trying to do it online, but they're charging. Usually it's free.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hi, my name is Brimston.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710444965.93724\", \"call_id\": \"call-E4-1710444965.93724-2\", \"start_time\": \"2024-03-14T19:36:05.000000Z\", \"EndTime\": \"2024-03-14T19:36:05Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710444965.93724-2\"}"}, {"id": "56305cfafade439b9ffc90ce50d10ecb", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"so yes stop is okay okay so you are searching for 902 950 dollars is fine i search one is so maybe yeah maybe this is a 900 something according to uh i saw that for that i call it oh yes sir but uh that is a 900 is okay but this is a rush flights right you might get and we have another uh of american airlines but there is a one layover uh with one hour that if i meet in qatar okay then then i only talked about by the computer okay by the online okay right now i'm driving okay thank you thank you so much thank you okay sir i will uh when should i call back you for the confirmation sir i will send you the quotations you thank you thank you so much\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello this is IRC.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Hello.  Hi, yeah this  is  IRC  calling  calling  from  ASAP  about actually  i  want  to  know  yeah  yeah  i  want  to  know  that  you're  thinking your the  lowest  cost  yeah\"}], \"metadata\": {\"master_call_id\": \"call-E3-1710542640.1286618\", \"call_id\": \"call-E3-1710542640.1286618-2\", \"start_time\": \"2024-03-15T22:44:00.000000Z\", \"EndTime\": \"2024-03-15T22:48:00Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Ayase\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1710542640.1286618-2\"}"}, {"id": "dc0f856405fc4f1ca1828b0161d7bd61", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"Today, March 16th. Okay, please, can you confirm phone number, please? this reservation. 917 635 917 2450. Okay, thank you. You said you're supposed to depart today tomorrow Today, I just told you, we're departing at 7.55pm from LAX to Anchorage. I want the same flight tomorrow instead of today. same time.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"My name is Paul Brown. I have a ticket tonight on Alaska Airlines at 7.55pm from LAX to Atlanta. 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Hello? Hello? Hello? Hello?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Okay, and when are you supposed to depart? What date? Today, March 16th.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, please hold. Hello, can you hear me?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. 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In 30 minutes, I'll check your ticket and I'll let you know.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I'll check the ticket and I'll get back to you, let's say in 30 minutes, okay?\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I know this is available because I talked to somebody an hour ago.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Paul Brown.\"}], \"metadata\": {\"master_call_id\": \"call-E3-1710363329.794367\", \"call_id\": \"call-E3-1710363329.794367-2\", \"start_time\": \"2024-03-13T20:55:29.000000Z\", \"EndTime\": \"2024-03-13T21:00:17Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Mayelin\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1710363329.794367-2\"}"}, {"id": "3532cc31a64842bea1861ab4b51887ea", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So let me transfer you over to that department because I am a travel agent just for booking you flights.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Tickets. This is Leonardo. How may I help you?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes, sorry. You already have a booking with us?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Tickets. This is Leonardo. How may I help you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"Yes, my name is Herb Day. I purchased a ticket to the Philippines, and I wanted to know, I have the protection plan, and my question is, how long, if I want to cancel the flight so that I can get a credit for the ticket?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Oh, okay. Well, let me, Okay. because we have the protection plan also on it. There's a VIP team actually that takes part of the policy of the travel protection that takes care of this. So let me transfer you over to that department because I am a travel agent just for booking you flights. That VIP department is with tickets that have travel protection on it.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"Yes, my name is Herb Day. I purchased a ticket to the Philippines, and I wanted to know...my question is, how long, if I want to cancel the flight so that I can get a credit for the ticket?\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes, sorry. You already have a booking with us? Yes, sir, I do.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"This is Leonardo.\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710435813.1204823\", \"call_id\": \"call-E2-1710435813.1204823-6\", \"start_time\": \"2024-03-14T17:03:33.000000Z\", \"EndTime\": \"2024-03-14T17:03:33Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1710435813.1204823-6\"}"}, {"id": "ba1246bbcc8e4cd4a275d0d1b189c63e", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"from customer support and Yeah, Hans. i would have to check you would like me to check Check. Please.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"so uh we'll be sure i got everything correct if you don't want to change your departure and return dates from departure of 18th march once you depart 17th april and the return second of okay\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"my support my name is corinthians\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"Okay, I want to change it to April 17. April 17, return May 2nd.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Uh,  when  I  got  this  last  ticket.  Hans.  Not  very  long  ago.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Uh,  when  I  got  this  last  ticket.  Hans.  Not  very  long  ago.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"hello thank you for calling me my support my name is corinthians how may i assist you\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"No. Instead of keeping you on the line while I'm running a check, isn't it better that I check everything and then give you a call back?\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"if you don't want to change your departure and return dates from departure of 18th march once you depart 17th april and the return second of okay\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"What do you mean you can't find it? h for house a for alpha n for nasi and s for some right you Yes. can't find the name here\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Unfortunately, I can't find him on the list of people available right now. Maybe he's not available. You cannot do it. Okay, can you help me?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"But I'm already working on your request. Okay, you want me to hang up and call you on direct line? No. Instead of keeping you on the line while I'm running a check, isn't it better that I check everything and then give you a call back? Okay. So you can relax... Then once I'm done, I'll give you a call back. Okay, no problem. Okay, yes, you also have my direct line. If you see they need to call, you can just come in. line I give you. Okay, I'll pick. I'm waiting for you. Yes, yes, please. Thank you very much. Yes.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Okay, can you help me? Yes, yes, I'm working on it. I was just saying sometimes it takes a while to have to check the fares with the airline and all. So, if it's okay for you, you have my direct line. If you want, you can drop the call. I'll work on it and I'll call you back. I still need to call back. But I'm already working on your request.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Uh, when I got this last ticket. Hans. Not very long ago.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"hello thank you for calling me my support my name is corinthians how may i assist you\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710457712.131994\", \"call_id\": \"call-E7-1710457712.131994-2\", \"start_time\": \"2024-03-14T23:08:32.000000Z\", \"EndTime\": \"2024-03-14T23:08:32Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Ebenezer\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1710457712.131994-2\"}"}, {"id": "410cab8bbaf34187a27adf2c9cd4002f", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"So, yeah, like, before we proceed forward, may I know your name?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hi, this is Heidelberg from ASAP Tickets.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"My name is Esther. What is your name again? I'm sorry. What is your name? I didn't get your name. My name is Heidelberg.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello. Hello. Hi. Hi, this is Heidelberg from ASAP Tickets. How may I help you?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. Hello. Hi. Hi, this is Heidelberg from ASAP Tickets. How may I help you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Okay. Yeah. I was looking for a ticket to Nigeria. From Nigeria. Okay. My name is Esther. What is your name again? I'm sorry. What is your name? I didn't get your name. My name is Heidelberg.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello. Hello. Hi. Hi, this is Heidelberg from ASAP Tickets. How may I help you? Okay. Yeah. I was looking for a ticket to Nigeria. From Nigeria. Okay. My name is Esther. What is your name again? I'm sorry. What is your name? I didn't get your name. My name is Heidelberg.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"I was looking for a ticket to Nigeria.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hi, this is Heidelberg from ASAP Tickets.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710444965.93724\", \"call_id\": \"call-E4-1710444965.93724-3\", \"start_time\": \"2024-03-14T19:36:05.000000Z\", \"EndTime\": \"2024-03-14T19:36:05Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710444965.93724-3\"}"}, {"id": "93fdd350d70940f6a2bd04cd58ead0b7", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I'm transferring the call.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP tickets. This is Ray.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"Hello, can I check with Carlton? Carlton? Yes. Oh, alright. Yes, absolutely.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"This is Ray. How can I help you?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Hello, can I check with Carlton? Carlton? Yes.\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Hello, can I check with Carlton?\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello, can I check with Carlton?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP tickets. This is Ray. How can I help you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. 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Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello, can I check with Carlton?\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"This is Ray.\"}], \"metadata\": {\"master_call_id\": \"call-E9-1710542869.60504\", \"call_id\": \"call-E9-1710542869.60504-5\", \"start_time\": \"2024-03-15T22:47:49.000000Z\", \"EndTime\": \"2024-03-15T22:47:49Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1710542869.60504-5\"}"}, {"id": "6003d14ad98c4ec8a31cc017819b357b", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I can connect you with the customer service\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"I will tell you something here not just uh-huh. Or, can you, yeah. Are you just a person who takes phone calls? are you a ticket person? me tell you right now I'm a travel expert I can actually assist you to get you like the new tickets but I will be connecting you with the customer service in case if there is any change if there is any chance that you can make the changes on the ticket so you're no longer looking to have the ticket if you cannot be able\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Abdullah just after calling you from ASAP tickets\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"No\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"What's up? worry about it because I can connect you with the customer service they can What's up?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"No, no, no, no, no, no. I want to buy a purchase a ticket for the date I gave you. I will pay for it right now.\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"I want to buy a purchase a ticket for the date I gave you. I will pay for it right now. If that's good, I will pay for it right now. You will connect me with customer service, definitely.\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"Yes, connect me with customer service. I'll ask them that question, and I will,-hmm if it doesn't work, I will purchase another ticket for June. Please, connect me with customer service.\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I bought it from ASAP. this is our company and uh -huh And, you know, actually, and I still have a week, maybe a year, at least eight days. I don't know if I can return my ticket or not.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"hello good Good morning.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Why don't you tell me, what will it cost me for what I just did right now? Never mind that. How much would I pay to go to Jordan on these dates and come back? It's a wedding.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I bought it from ASAP. this is our company and uh -huh And, you know, actually, and I still have a week, maybe a year, at least eight days. I don't know if I can return my ticket or not.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"What's up? worry about it because I can connect you with the customer service they can What's up? Okay. actually verify with you if you can change the ticket or make any changes on the ticket itself how does that stop No, no, no, no, no, no. I want to buy a purchase a ticket for the date I gave you. I will pay for it right now. If that's good, I will pay for it right now. You will connect me with customer service, definitely and I'll go from there, sir. Thank you. I will.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"What's up? worry about it because I can connect you with the customer service they can... Connect me with customers. Actually, I didn't know. I thought you guys, you are a different company.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"Actually, I'm a travel expert who got assigned to your request, so regarding any information with the tickets, I will not be able to see it here.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"Actually, I didn't know. I thought you guys, you are a different company. That's what I thought. My apologies.\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"No\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Abdullah just after calling you from ASAP tickets\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"my name is Asra I'm travel expert here from ASAP tickets\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710186238.69598\", \"call_id\": \"call-E4-1710186238.69598-3\", \"start_time\": \"2024-03-11T19:43:58.000000Z\", \"EndTime\": \"2024-03-11T19:43:58Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Ebenezer\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710186238.69598-3\"}"}, {"id": "cb268cca72194be3a35493ff903cada3", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"let me transfer you to her.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling HR Ticket Customer Support. My name is Koryntian.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"actually, I'm looking for, um, because I already requested this yesterday, and I'm just looking for the 24-hour flight for -in in. Somebody already emailed me the instruction.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"actually, I'm looking for, um, because I already requested this yesterday, and I'm just looking for the 24-hour flight for-in in. Somebody already emailed me the instruction. It's a Sicilian.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling HR Ticket Customer Support. My name is Koryntian. How may I assist you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"actually, I'm looking for, um, because I already requested this yesterday, and I'm just looking for the 24-hour flight for-in in. Somebody already emailed me the instruction.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Yes, I'll transfer you to her now. If she's not available, just call right now back to me and I'll try to assist you.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"actually, I'm looking for, um, because I already requested this yesterday, and I'm just looking for the 24-hour flight for -in in. Somebody already emailed me the instruction. It's a Sicilian. Is she available?\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"actually, I'm looking for, um, because I already requested this yesterday, and I'm just looking for the 24-hour flight for-in in. Somebody already emailed me the instruction. It's a Sicilian.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": false, \"quotation\": null}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling HR Ticket Customer Support. My name is Koryntian.\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710695633.22788\", \"call_id\": \"call-E5-1710695633.22788-8\", \"start_time\": \"2024-03-17T17:13:53.000000Z\", \"EndTime\": \"2024-03-17T17:13:53Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1710695633.22788-8\"}"}, {"id": "bd56367d8b174ba8a36a0925e6f17e28", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"The sales general line? I get that. Let me try one more time. It doesn't work well. You are calling the sales general line again.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"The sales general line? I get that.\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I just called the general line. The sales general line? I get that.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Let me try one more time. It doesn't work well. You are calling the sales general line again.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Let me try one more time. It doesn't work well.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"you call the general line earlier for the sales? Yeah, I just called the general line. The sales general line? I get that. Let me try one more time. It doesn't work well. You are calling the sales general line again.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"It doesn't work well.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710437565.49909\", \"call_id\": \"call-E7-1710437565.49909-2\", \"start_time\": \"2024-03-14T17:32:45.000000Z\", \"EndTime\": \"2024-03-14T17:32:45Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bartosz\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1710437565.49909-2\"}"}, {"id": "cd918b4085a84ddca3b51fba89887f69", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"I want to travel with December, from December, Yeah, yeah. December 16th, then come back January 15th, how much is that,-hmm.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"I am from ASAP Ticket.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"can you tell me more about the flight like what exactly you are looking I will talk to you later okay I don't think the price is not alright okay I is not good like what price are you looking for okay will let you know okay okay because here from my end I can that's alright search for and research for different prices and can I send you can I send you\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"the phone got disconnected somehow. yeah, from where, from which airline are you talking about, Egypt? ... regarding your flight request, we left on our website for the flight from Baltimore to Lagos. ... I will talk to you later okay I don't think the price is alright okay I is not good like what price are you looking for okay will let you know okay okay because here from my end I can that's alright search for and research for different prices and can I send you can I send you\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, yeah, Hello, hello, the phone got disconnected somehow.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"I don't think the price is not alright okay I is not good like what price are you looking for okay will let you know okay okay because here from my end I can that's alright search for and research for different prices and can I send you can I send you\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Is there any time you want to travel with? I want to travel with December, from December, Yeah, yeah. December 16th, then come back January 15th, how much is that,-hmm. December 16th. December 16th, then come back January 15th, December 16th.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"thank you for your patience because it's being slow I don't know why just a second\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I  will  talk  to  you  later  okay  I  don't  think  the  price  is  not  alright  okay  I is  not  good  like  what  price  are  you  looking  for  okay will  let  you  know  okay  okay because  here  from  my  end  I  can that's  alright search  for  and  research  for  different  prices  and  can  I  send  you  can  I  send  you\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Is there any airlines you want to travel with? I have different options. KLM, Egypt, United, Qatar, Air France, Delta. yeah, let's see how much is Egypt, uh, Egypt airline, Egypt airline.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"the phone got disconnected somehow\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Uh-huh, Colin, regarding your flight request, we left on our website for the flight from Baltimore to Lagos.\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710534214.49983\", \"call_id\": \"call-E8-1710534214.49983-3\", \"start_time\": \"2024-03-15T20:23:34.000000Z\", \"EndTime\": \"2024-03-15T20:29:28Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Imrik\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710534214.49983-3\"}"}, {"id": "da03545edd3d48fba3fe60f04c78df06", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Transfer.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"No, I already have a ticket. I want my return ticket from Ottawa to Manila to be cancelled and be refunded to my account.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"I already have a ticket. I want my return ticket from Ottawa to Manila to be cancelled and be refunded to my account.\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"No, I already have a ticket. I want my return ticket from Ottawa to Manila to be cancelled and be refunded to my account.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"Yesterday, I told you that I didn't miss sir Adam. So, I was told to call the ticket when I was in the customer service. That's why I didn't proceed. Maybe you can help me, sir.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"No, I already have a ticket. I want my return ticket from Ottawa to Manila to be cancelled and be refunded to my account.\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Last night, but since she is busy with her time, so I don't think she can continue the process of the refund. So, I'm about to talk again to an agent who can help me to process the refund.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"So, I'm about to talk again to an agent who can help me to process the refund. Can you help me to connect with the consumer service who can assist me?\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Last night, but since she is busy with her time, so I don't think she can continue the process of the refund. So, I'm about to talk again to an agent who can help me to process the refund.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"hello  hello Hello,  good  morning. good  morning  yeah Yes,  I  have  a  news  call  from  you  from  December.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"Last night, but since she is busy with her time, so I don't think she can continue the process of the refund. So, I'm about to talk again to an agent who can help me to process the refund.\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"No, I already have a ticket. I want my return ticket from Ottawa to Manila to be cancelled and be refunded to my account.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"She's in my service, I guess. She didn't continue. She cut the line. Then, I started calling her direct line. She didn't answer. I sent an email. She didn't answer. I don't know if I need to throw an email for discussion. That's I didn't a reply.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"okay ma'am hopefully everything will be fine i will be connecting you to customer service thank you Thank you. okay ma'am i'll transfer you right now Transfer.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"Last night, but since she is busy with her time, so I don't think she can continue the process of the refund. So, I'm about to talk again to an agent who can help me to process the refund. Can you help me to connect with the consumer service who can assist me?\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Yesterday, I told you that I didn't receive a call back. So, I was told to call the ticket when I was in customer service. That's why I didn't proceed. Maybe you can help me, sir.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Last night, but since she is busy with her time, so I don't think she can continue the process of the refund. So, I'm about to talk again to an agent who can help me to process the refund.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Last night, but since she is busy with her time, so I don't think she can continue the process of the refund. So, I'm about to talk again to an agent who can help me to process the refund.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"Last night, I already talked to Gabriel about my return ticket to be cancelled or refunded. So, can you help me about that?\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Oh, it's in Tagalog. Ah, it's in Tanganyan. is your name? okay Yes, because, sir, the other day, I talked to a woman, Gabriel, I She's in my service, I guess.\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710689135.27768\", \"call_id\": \"call-F1-1710689135.27768-3\", \"start_time\": \"2024-03-17T15:25:35.000000Z\", \"EndTime\": \"2024-03-17T15:25:35Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bellerick\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710689135.27768-3\"}"}, {"id": "756d7c140d514687a436ad2bc73dd2ac", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"So, for security reasons, please can you confirm her date of birth?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"My name is Ebenezer. How may I assist you today?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"i don't have that handy though can i call back on this because i don't have it um i have to i have to look on the other my my note that uh confirmation you cannot get the confirmation number on your answer my\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"So, are you the one that purchased the ticket?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"Yeah, my name is Ebenezer. No? Okay.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"i'm the one who could call a scholar you know scholar but then it's not me it's my sister i'm just i'm just calling for her you know she cannot speak good english that's why i'm the one\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hi, thank you for calling me. My name is Ebenezer. How may I assist you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"So, as you can see, originally, flights from Philippine Airlines the flight is to depart the 4th of October coming back the 14th of November mm -hmm so you said you want to change\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Yes, I can assist you. Mm-hmm.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"so I will be done very very soon so be accepting my call my name is Beniza okay...so I will call you very very soon okay\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"I will be working on this request then when I am done I will give you a call back okay so I will be done very very soon\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"Yeah, I will call you very very soon, okay? Okay. thank you very much Sure, sure. yeah thank you Thank you. Bye -bye. bye bye Yeah, bye. Bye.\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Oh, i don't bet i don't have that handy oh i don't have that handy though can i call back on this because i don't have it um i have to i have to look on the other my my note that uh confirmation you cannot get the confirmation number on your answer my\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"So, are you changing your return date to the 17th of November, right?\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hi, thank you for calling me. My name is Ebenezer.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710718732.21931\", \"call_id\": \"call-E4-1710718732.21931-4\", \"start_time\": \"2024-03-17T23:38:52.000000Z\", \"EndTime\": \"2024-03-17T23:38:52Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Ebenezer\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710718732.21931-4\"}"}, {"id": "6c73372db87442e3a45770774b1d1ca3", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"You can switch me to the customer service.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Ticket, District Summer.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"You can switch me to the customer service.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"You can switch me to the customer service.\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"It's Mark at the line 10.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"You can switch me to the customer service. Yes, ma'am. Yes, ma'am. Thank you. Do you want me to do that once again? Yes, please. Alright, alright ma'am, alright. Hold on for a second. Let me just start a call with the customer service department.\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Ticket, District Summer. How can I assist you today? It's Mark at the line 10. Okay ma'am, hold on. You can switch me to the customer service.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Ticket, District Summer. How can I assist you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. 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How can I assist you today? 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Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710695633.22788\", \"call_id\": \"call-E5-1710695633.22788-14\", \"start_time\": \"2024-03-17T17:13:53.000000Z\", \"EndTime\": \"2024-03-17T17:13:53Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1710695633.22788-14\"}"}, {"id": "bb6328e557ea46dba5798e546c94e7c9", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"Hello, and thank you for calling.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, and thank you for calling.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - 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Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710438005.65549\", \"call_id\": \"call-E4-1710438005.65549-2\", \"start_time\": \"2024-03-14T17:40:05.000000Z\", \"EndTime\": \"2024-03-14T17:40:05Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710438005.65549-2\"}"}, {"id": "127f5782287d461da5b95ced40e7ae73", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"none\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"hello oh hi uh this is gilchrist from asap tickets\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"yeah this was with regards to your travel request\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"oh I'm just still looking I'm gonna book right now\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"hello oh hi uh this is gilchrist from asap tickets am i speaking with alma albano albano yeah oh hi alma how are you doing today\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"no not not before now I will call you back thank When would that be, Alma? Or I can get in touch with you only, like, when you specify, I will get in touch with you. Good. you bye Okay. Okay.\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"as i see your dates are december 26th...return is on january 14th correct?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"oh I'm just still looking I'm gonna book right now\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"do you need it for lesser? I've got even lesser flights as well. This is just one of the options.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"this is gilchrist from asap tickets\"}], \"metadata\": {\"master_call_id\": \"call-E6-1710450822.104775\", \"call_id\": \"call-E6-1710450822.104775-2\", \"start_time\": \"2024-03-14T21:13:42.000000Z\", \"EndTime\": \"2024-03-14T21:18:42Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Gilchrist\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1710450822.104775-2\"}"}, {"id": "f4d9e2b261574886a5bb23fb2e03c06d", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"but we still have them outside\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"None\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Alright. I'm really sorry. Seems they're out almost easy, but we still have them outside\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Seems they're out almost easy, but we still have them outside.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Alright.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710522655.56217\", \"call_id\": \"call-E4-1710522655.56217-5\", \"start_time\": \"2024-03-15T17:10:55.000000Z\", \"EndTime\": \"2024-03-15T17:10:55Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710522655.56217-5\"}"}, {"id": "2468b597a10747b6a61badcb6f85912f", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"So, you want to fly from New York to Athens on 10th of September and want to come back on 21st of September.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"And if I give you a good option right now, are you looking to book it right now? right i'll just tell you exactly the flights i'm looking for at the time\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"well thing  is,  you  know,  since  you're  a  first -time  customer,  might  actually  apply  for  a  discount.  If  you  give  me  the  price,  you  know,  I  have  to  put  it  in  the  application.  It's  going  to  take  just  10  seconds  on  the  system.\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Okay. I think I have that ticket with me. What was the price that I'm looking at, you said?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"I can't unless I give because there are two ways of seeing it. like a fraud you're trying to commit here because there's prices\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"I'll tell you the reason I'm asking. Okay, but I'll tell you, you know, before the discount. shows at 785. But if I apply it, because you have to give a reason as an agent, I might get the price that you have. perfect you have a great day It's 785.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Just, okay, let me check then. Just hold on. Which airline is it, by the way?\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"right  i'll  just  tell  you  exactly  the  flights  i'm  looking  for  at  the  time\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"what is it showing that that all right you're seeing a charge for right now sounds I can't unless I give because there are two ways of seeing it. like a fraud you're trying to commit here because there's prices I'll tell you from, I i put up put up on booking .com and everything else so you can do that and tell me what you find and then you can find a better deal can. Of course, I can tell you that is not a problem. I'm from ASAP. It's not a fraud. I'll tell you the reason I'm asking.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hi, Captain. This is Cardigan from ASAP Tickets.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"True\", \"quotation\": \"like a fraud you're trying to commit here because there's prices I'll tell you from, I i put up put up on booking .com and everything else so you can do that and tell me what you find and then you can find a better deal\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Regarding your flight... So, you want to fly from New York to Athens on 10th of September and want to come back on 21st of September... Is it leaving from EWR or JFK?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"because there's prices I'll tell you from, I i put up put up on booking .com and everything else so you can do that and tell me what you find and then you can find a better deal\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"I believe it has a stop in Istanbul.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I can't unless I give because there are two ways of seeing it. like a fraud you're trying to commit here because there's prices I'll tell you from, I put up put up on booking.com and everything else so you can do that and tell me what you find and then you can find a better deal can. Of course, I can tell you that is not a problem. I'm from ASAP. It's not a fraud. I'll tell you the reason I'm asking.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"True\", \"quotation\": \"like a fraud you're trying to commit here\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"another friend missed booking the flight so i wanted to see if she could have the same flights and what that would cost\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"I think I have that ticket with me. What was the price that I'm looking at, you said? how much do you have it for well thing is, you know, since you're a first-time customer, might actually apply for a discount. If you give me the price, you know, I have to put it in the application. It's going to take just 10 seconds on the system. what is it showing that that all right you're seeing a charge for right now sounds I can't unless I give because there are two ways of seeing it. like a fraud you're trying to commit here because there's prices I'll tell you from, I i put up put up on booking.com and everything else so you can do that and tell me what you find and then you can find a better deal can. Of course, I can tell you that is not a problem. I'm from ASAP. It's not a fraud. I'll tell you the reason I'm asking. Okay, but I'll tell you, you know, before the discount. shows at 785. But if I apply it, because you have to give a reason as an agent, I might get the price that you have. perfect you have a great day It's 785. Do you have any price in mind?\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Okay. Just, okay, let me check then. Just hold on. Which airline is it, by the way? Turkish\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"like a fraud you're trying to commit here because there's prices I'll tell you from, I put up put up on booking .com and everything else so you can do that and tell me what you find and then you can find a better deal\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hi, Captain. This is Cardigan from ASAP Tickets.\"}], \"metadata\": {\"master_call_id\": \"call-E3-1710315876.657796\", \"call_id\": \"call-E3-1710315876.657796-2\", \"start_time\": \"2024-03-13T07:44:36.000000Z\", \"EndTime\": \"2024-03-13T07:48:42Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Cardigan\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1710315876.657796-2\"}"}, {"id": "9538426320884d16a656362329731d98", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"So, from where do you get the Like, from our website or another agent? Like, the The text was, I tax, but from an agent's company?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Yeah, ASAP Ticket. Yeah.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"I think it just comes from the ASAP.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"The text was, I think it just comes from the ASAP.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Like, from our website or another agent? Like, the The text was, I tax, but from an agent's company? think it just comes from the ASAP.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hi. Thank you for calling ASAP Ticket. How may I help you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"So, from where do you get the Like, from our website or another agent?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Mm-hmm. Okay. Okay. So, from where do you get the Like, from our website or another agent? Like, the\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"So, can you just tell me your department or rival city? ... The sources and what message you got, I just have to check it. And just give me 15 minutes. Is it okay for you? I will just call back you with some details.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi. I got a text today about $55 one-way, I think it was one-way, to Latin America. I was wondering what city that flies from. Mm-hmm. Okay. Okay. So, from where do you get the Like, from our website or another agent? Like, the The text was, I think it just comes from the ASAP. Pardon me?\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Like, from our website or another agent?\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Yes.  And  my  name  is  Kvera. Greta.\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710536720.58055\", \"call_id\": \"call-E8-1710536720.58055-3\", \"start_time\": \"2024-03-15T21:05:20.000000Z\", \"EndTime\": \"2024-03-15T21:08:26Z\", \"CallDirection\": \"Incoming\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Quira\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710536720.58055-3\"}"}, {"id": "6248095783b442d3a6f3792ab7ca6359", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"There is no mention of the agent asking the customer about hotel accommodation or offering hotel accommodation in the provided text.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Can you help me with the confirmation number, please? Because before checking back, Sure, sure, I can't give you any information.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling me. This is Parthos. How can I help you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Can you help me with the confirmation number, please? Because before checking back, Sure, sure, I can't give you any information. sure. Okay, 0067005, yes, 0067 261414398, 0526 14398 Give me a second, please. Okay. Before that, there's a secretary question which you'll have to ask here. Can you please confirm your mobile phone number, please? 732 Okay.-309 -8594, Okay. That's good. And can you please confirm your email? Samir Lemo at hotmail .com, Okay. Very good. And can you please help me with your date of birth? 92953, yeah. Okay. Okay. This flight was with Delta Airlines flying from TPA JFK and Chicago. Tanda? Okay.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Thank you for calling me. This is Parthos. How can I help you today?\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710618502.69849\", \"call_id\": \"call-E5-1710618502.69849-8\", \"start_time\": \"2024-03-16T19:48:22.000000Z\", \"EndTime\": \"2024-03-16T19:48:22Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bartosz\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1710618502.69849-8\"}"}, {"id": "d7d00e77b2dc4b37a70c125d246ede86", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, and thank you for calling.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. 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Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710695633.22788\", \"call_id\": \"call-E5-1710695633.22788-12\", \"start_time\": \"2024-03-17T17:13:53.000000Z\", \"EndTime\": \"2024-03-17T17:13:53Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1710695633.22788-12\"}"}, {"id": "d0ccab93d2fd4163a73f878c0c7819a0", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I think they will refer you to the wrong number please do try googling this for Ojo\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"because my when I contact the air India they told me you have to contact on this number this is a travel agent\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"I have my college and all things so I want to change the date for like one and okay one and a half months. 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Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I'm sorry I think we are missing that number can you help me with the ITN confirmation number you want ticket number? can you help me with the ticket number that's it\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I'm sorry I think we are missing that number can you help me with the ITN confirmation number you want ticket number?\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"because my when I contact the air India they told me you have to contact on this number this is a travel agent\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hi, this is Akash.\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710614547.25204\", \"call_id\": \"call-E7-1710614547.25204-5\", \"start_time\": \"2024-03-16T18:42:27.000000Z\", \"EndTime\": \"2024-03-16T18:42:27Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bartosz\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1710614547.25204-5\"}"}, {"id": "e26a108e01cf42d1a7a206253681fe06", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Well, I need to transfer you to our ticketing department because they are the ones who can help you with changing the date.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Yes, my name is Les.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"hello this is Akash I took the ticket from at India and they told me if you want to do any modification of dates then I have to contact you so they gave me your number\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"hello this is Akash I took the ticket from at India and they told me if you want to do any modification of dates then I have to contact you so they gave me your number\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hey there, thanks for calling ASAP. Yes, my name is Les. How can I help you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"I saw you already booked a ticket and then you wanted to change your date.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"yeah because of my college thing I have to wait for like Is that right? more than one month of everyone and half month so I don't know the exact date so can we keep on open date okay\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Well, I need to transfer you to our ticketing department because they are the ones who can help you with changing the date.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"I saw you already booked a ticket and then you wanted to change your date. yeah because of my college thing I have to wait for like Is that right? more than one month of everyone and half month so I don't know the exact date so can we keep on open date okay\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"hello this is Akash I took the ticket from at India and they told me if you want to do any modification of dates then I have to contact you so they gave me your number\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Yes, my name is Les.\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710702311.69983\", \"call_id\": \"call-F1-1710702311.69983-3\", \"start_time\": \"2024-03-17T19:05:11.000000Z\", \"EndTime\": \"2024-03-17T19:05:11Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710702311.69983-3\"}"}, {"id": "3f877a4cad80445ba7adf55b013fa33f", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"All right. So, that is out of New Delhi, India to Calgary. Okay.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello. Hi, this is Jim Barge from ASAPTickets.com.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Hello. Hi, this is Jim Barge from ASAPTickets.com. I'm calling you, you know, about your flight request.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"no u.s flight sorry no u.s flight so it should not go to u.s connection should not be in u.s\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. Hi, this is Jim Barge from ASAPTickets.com.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"yeah i'm working right now that's why if you can send me an email there i can reach out yeah\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Are you still looking to book those flights? ... So, leaving out of Delhi this March and returning end of the August, correct? starting of august first two weeks of august\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"no no specific time day night but it doesn't matter right. Okay. All right. So, any other preferences? Like, do you have any certain budget in mind for this flight, for passenger?\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"I'm going to send a couple of options. All right. Great. I'm sending. My name is Jim Bowers. Make it fast.\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"if you can send me an email with a quote i'm Yes,  sure,  I  will  do  that.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"no u .s flight sorry no u .s flight so it should not go to u .s connection should not be in u .s\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm calling you, you know, about your flight request.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"no u .s flight sorry no u .s flight so it should not go to u .s connection should not be in u .s\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"yeah i'm working right now that's why if you can send me an email there i can reach out\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hi, this is Jim Barge from ASAPTickets.com.\"}], \"metadata\": {\"master_call_id\": \"call-E9-1710192068.47796\", \"call_id\": \"call-E9-1710192068.47796-2\", \"start_time\": \"2024-03-11T21:21:08.000000Z\", \"EndTime\": \"2024-03-11T21:25:20Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Jimbouch\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1710192068.47796-2\"}"}, {"id": "f1fff0b1ee1741efa8be02f5b58f014b", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"I talk to a student from your school, please? I'm going to pick up a student. This is a answer to a question about education.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I talk to a student from your school, please?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"yes yes this is Pamela, I'm a student at of Texas. What other resources do you need?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"just call me back when you get a chance. you can call me yeah just call me in an hour that's fine thanks. okay bye Thank you.\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I'm going to pick up a student. I'm going to pick up a student. Do you have any... I just buttoned up, it will open. more than one stop just no more than one stop non-stop is preferred but so I was looking at see okay. anything before 25th of December was very expensive and I was checking online 25th was the cheapest and then I have to be back by the 6th 6th of Jan I know the details tell me what's the price how . . much one okay . because I was . looking I was getting it for 1495 this particular flight Qatar yeah . . . . everything . . . . yeah I think so okay . I got your . that's fine . . . okay for my mother also can . you just check a business class . of . you I her class . . . . a . want to I do to project it's I was on of thing but anything but non-stop so i think non-stop chicago delhi is only air india right yeah . . . . . just call me back when you get a chance . . you can call me yeah just call me in an hour that's fine thanks . okay bye\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I talk to a student from your school, please?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"just call me back when you get a chance. you can call me yeah just call me in an hour that's fine thanks. okay bye\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm going to pick up a student. This is a answer to a question about education.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"yes yes this is Pamela, I'm a student at of Texas.\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710524229.39593\", \"call_id\": \"call-E7-1710524229.39593-2\", \"start_time\": \"2024-03-15T17:37:09.000000Z\", \"EndTime\": \"2024-03-15T17:41:09Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Pamela\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1710524229.39593-2\"}"}, {"id": "d023034de947497fa90e4ebf2f09ed97", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Yes, but once I have done, I can transfer you to the sales department and then they will be able to assist you.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"So, that's going to be October 3 to October 12. Coming back on October 12.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling ASAP Ticket customer support. My name is Korintian. How may I assist you today?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Well, this is the customer support department. I can't book tickets.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Okay, yes, I have already a ticket going to the Philippines on October 3, coming back to the port team. I just wanted to find out if I want to change, like, the return flight coming back.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling ASAP Ticket customer support. My name is Korintian. How may I assist you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"I just wanted to find out if I want to change, like, the return flight coming back...So every other thing remains the same. You want to move your return date by two days from October 14th to October 12th.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Okay, I'm here. OK, the ticket number is 079-70-527-613-03. Thank you very much. Please call the name on the ticket. What's that? Your name on the ticket, please. Romeo, and the last name is R-A-G-O-N. Thank you.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Yes, but once I have done, I can transfer you to the sales department and then they will be able to assist you.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Please let me know if you could do it. It's not, you know... I mean... But if you could do it, I'll let you know... Just give me a call, okay?\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"Well, this is the customer support department. I can't book tickets.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling ASAP Ticket customer support.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Well, this is the customer support department. I can't book tickets.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"Well, this is the customer support department. I can't book tickets.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling ASAP Ticket customer support. My name is Korintian.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710522655.56217\", \"call_id\": \"call-E4-1710522655.56217-7\", \"start_time\": \"2024-03-15T17:10:55.000000Z\", \"EndTime\": \"2024-03-15T17:10:55Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710522655.56217-7\"}"}, {"id": "1ac5e242d8a24e80a9567777542b47bb", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"just transferred me to you though okay maybe the transfer shows to the customer support so sometimes the department I'll be able to help you fit or when you book today give you an ITN confirmation number\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"my name is Corinthian\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"she sent me a link to make a payment i did make a payment\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"she just said uh thank you for completing your order another message came with no other message came in like an so confirmation number or your ITN confirmation number reservation number no uh no no no they didn't send me that\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"um i spoke to an agent not too long ago okay about me changing my departure date and she sent me we spoke about everything she sent me a link to make a payment\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"i spoke to an agent not too long ago okay about me changing my departure date and she sent me we spoke about everything she sent me a link to make a payment i did make a payment so i tried emailing and calling her back to see if it was received at your end or not but no answer\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"thank  you  for  calling  a  of  my  support  my  name  is  Corinthian  how  may  I  assist  you  today\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"i spoke to an agent not too long ago okay about me changing my departure date\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"i did make a payment so i tried emailing and calling her back to see if it was received at your end or not but no answer\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"yes just transferred me to you though okay maybe the transfer shows to the customer support so sometimes the department I'll be able to help you fit or when you book today give you an ITN confirmation number\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"I'm requesting for for the new booking that's always to\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"she answered and she said uh after 30 to an hour she will get back to me but i tried calling her back it goes straight to a voicemail\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"she said uh after 30 to an hour she will get back to me but i tried calling her back it goes straight to a voicemail\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"i spoke to an agent not too long ago okay about me changing my departure date and she sent me we spoke about everything she sent me a link to make a payment i did make a payment so i tried emailing and calling her back to see if it was received at your end or not but no answer it\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"i spoke to an agent not too long ago about me changing my departure date and she sent me we spoke about everything she sent me a link to make a payment i did make a payment so i tried emailing and calling her back to see if it was received at your end or not but no answer\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"but no answer it this was how long ago all was it happened today at around four i mean three four i'm in april right now no right I did underneath it the new ticket has not been issued to you okay not yet yeah usually takes about maybe one hour more I don't i wouldn't i wouldn't make sure if one hour more\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"thank you for calling a of my support my name is Corinthian how may I assist you today\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710189924.104241\", \"call_id\": \"call-F1-1710189924.104241-7\", \"start_time\": \"2024-03-11T20:45:24.000000Z\", \"EndTime\": \"2024-03-11T20:45:24Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710189924.104241-7\"}"}, {"id": "f919a069aff14ba1aa15db0f05edfd22", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"The call just came back to me because I tried to translate to the agent and the agent is not available. So the call came back to me. Is there any way I can ask?\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"Are you changing the departure dates or the return dates?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"I'm just trying to confirm. Are you using the part of the ticket like for the departure? You are changing the departure dates or the return dates? Yeah, the return. Sir, I already traveled from Chicago to Karachi already. Okay. and I'm supposed to go from Karachi to Chicago. And I could give you the information, the IT number, ITN number. Okay. You can give me the. Sure. Definitely. You can give me that. Mm hmm. It's S for snake, 4, Mm hmm. D for dog, W for wagon, Mm hmm. V for violin, and U for umbrella. Okay. I'm checking. Just give me a moment. Okay. So just give me a moment. I'm checking. I'm with you. Very careful. Okay. This is the one-way ticket as I can see from my end. Correct? Like from card.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"None\", \"quotation\": null}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"The call just came back to me because I tried to translate to the agent and the agent is not available. So the call came back to me. Is there any way I can ask?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Then I'll view the new option on your date. Then I can give\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"The call just came back to me because I tried to translate to the agent and the agent is not available. So the call came back to me.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"So the flight is originally for the 18th of March. Here's a one-way ticket. Correct. Okay. So you said you want to change the dates. Can I, can you give me the new dates?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I'm just trying to confirm. Are you using the part of the ticket like for the departure? You are changing the departure dates or the return dates? ... Can you repeat that one more time? ... I'm checking. Just give me a moment. Okay. So just give me a moment. I'm checking. I'm with you.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"I'm calling from out of... hmm. I'm in Karachi right now, so I don't have a load. I don't have a number. I could stay on hold, though. Oh, wow. Mm hmm. That's okay. Because I will quickly have to.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"But the thing is, you won't... won't be able to get a hold of me. That's a problem. Can I call back then? Can you give me your direct number? No, wait. I'll call you.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"I'll call you back in 10 minutes.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"The call just came back to me because I tried to translate to the agent and the agent is not available. So the call came back to me.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Can I confirm what? The names? Can you confirm the names?\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710457712.131994\", \"call_id\": \"call-E7-1710457712.131994-7\", \"start_time\": \"2024-03-14T23:08:32.000000Z\", \"EndTime\": \"2024-03-14T23:08:32Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Ebenezer\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1710457712.131994-7\"}"}, {"id": "2643f7b415334286aa4566dd894eed6e", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"Thank you for calling your substitute. This is Bartosz.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"But my aunt's leaving to the Philippines tomorrow. And the agent said she had to fill out, like, a One Health Pass registration to enter the Philippines.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"She's not answering her phone. But my aunt's leaving to the Philippines tomorrow. And the agent said she had to fill out, like, a One Health Pass registration to enter the Philippines.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi, so we purchased a ticket from another agent. She's not answering her phone.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling your substitute. This is Bartosz. How can I help you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"She's not answering her phone...So I don't know if you, the help me with the confirmation...I don't know okay you can that...before that can you please help me with the confirmation...and can you help me with the email ID please...Thank you. Thank you. What was that? help me with the date of birth please...I already figured it out. Thank you.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"She's not answering her phone. But my aunt's leaving to the Philippines tomorrow. And the agent said she had to fill out, like, a One Health Pass registration to enter the Philippines. Okay, it's 180 -705 18070524788106-247 -8810. I don't know.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"Hi, so we purchased a ticket from another agent. She's not answering her phone. But my aunt's leaving to the Philippines tomorrow.\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi, so we purchased a ticket from another agent. She's not answering her phone. But my aunt's leaving to the Philippines tomorrow. And the agent said she had to fill out, like, a One Health Pass registration to enter the Philippines.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Thank you for calling your substitute. This is Bartosz.\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710703496.73688\", \"call_id\": \"call-F1-1710703496.73688-7\", \"start_time\": \"2024-03-17T19:24:56.000000Z\", \"EndTime\": \"2024-03-17T19:24:56Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bartosz\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710703496.73688-7\"}"}, {"id": "218a1f1014464881aa7154feff56f7f2", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Absolutely. Say this. I can transfer the call right now to the customer service, and they will actually confirm it from their end?\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"Um, you know where my flight is? I just wanted to confirm my flight. It's on the 27th of January with KLM, right?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Yeah, this is Sultan.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"I just wanted to confirm my flight. It's on the 27th of January with KLM, right?\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"I just wanted to confirm my flight. It's on the 27th of January with KLM, right?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Yeah. Absolutely. Say this. I can transfer the call right now to the customer service, and they will actually confirm it from their end?\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Uh,  no,  I  changed  it  to  May  the  1st. changed  it,  okay? You  remember? So  you,  of  course,  you  talked  to  the  customer  service,\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Uh, no, I changed it to May the 1st. changed it, okay? You remember? So you, of course, you talked to the customer service, right?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, Connie. Hi. Hey, how are you doing?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Um, you know where my flight is? I just wanted to confirm my flight. It's on the 27th of January with KLM, right?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Absolutely. Say this. I can transfer the call right now to the customer service, and they will actually confirm it from their end?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"And by the way, I can give you my phone number because it seems like you locked it. This is, this is the phone number you gave to me the other time. The phone number you called is the general line. That's right. this one. It's not, like, my direct phone number.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"No. Oh, okay. And I want to see if I can change the coming, the return date.\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Uh, no, I changed it to May the 1st. changed it, okay? You remember? So you, of course, you talked to the customer service, right?\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"Uh, no, I changed it to May the 1st. changed it, okay? You remember?\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah. this one. It's not, like, my direct phone number. Oh, dear. Okay. Yeah. Give me your phone number, please.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Yeah, this is Sultan.\"}], \"metadata\": {\"master_call_id\": \"call-E9-1710542869.60504\", \"call_id\": \"call-E9-1710542869.60504-7\", \"start_time\": \"2024-03-15T22:47:49.000000Z\", \"EndTime\": \"2024-03-15T22:47:49Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1710542869.60504-7\"}"}, {"id": "4ca6c4727fe04c1faac2e1cdfe7f305a", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"let me change and i'll call you back\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"so yes Emirates does provide your hotel but but American Airlines doesn't\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"Emirates does provide your hotel but American Airlines doesn't.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E3-1710683718.18326\", \"call_id\": \"call-E3-1710683718.18326-5\", \"start_time\": \"2024-03-17T13:55:18.000000Z\", \"EndTime\": \"2024-03-17T13:55:18Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bellerick\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1710683718.18326-5\"}"}, {"id": "6391dfb3b6924aa9ab0a37921798a2fd", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. 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Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710437565.49909\", \"call_id\": \"call-E7-1710437565.49909-3\", \"start_time\": \"2024-03-14T17:32:45.000000Z\", \"EndTime\": \"2024-03-14T17:32:45Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bartosz\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1710437565.49909-3\"}"}, {"id": "2f5d304afbd04854ab4affb2ecf0658f", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"So, you are travelling from Miami to Dubai on April 11th and-huh I'm your return is on 19th.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hi, this is Karthaba calling from ASAP to get regarding your flight.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Are you still looking for me?\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"sorry  uh  I  have  the  this  week  only  available  so okay.  Sure.  No.  Okay.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hi, this is Karthaba calling from ASAP to get regarding your flight.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"So, you are travelling from Miami to Dubai on April 11th and-huh I'm your return is on 19th.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. 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My name is Ebenezer.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"I  was  trying  to  get  a  whole  yeah me  to  transfer  you  to  the  agent?\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"No, this is ASAP Ticket Customer Support General Alliance. what's your name uh Yes, my name is Ebenezer. Do you want okay I was trying to get a whole yeah me to transfer you to the agent?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"I was trying to get a whole yeah me to transfer you to the agent?\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Sorry. I talking to Liza and License. No, this is ASAP Ticket Customer Support General Alliance.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"Please can you spell the name so that I can transfer you?\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I was trying to get a whole yeah me to transfer you to the agent?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hi, thank you for calling ASAP Ticket Customer Support. My name is Ebenezer.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I  was  trying  to  get  a  whole  yeah me  to  transfer  you  to  the  agent?\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"If I try to transfer you to the agent, if the agent is not available, the call will come back to me. Then maybe I can assist you.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"I was trying to get a whole yeah me to transfer you to the agent?... If I try to transfer you to the agent, if the agent is not available, the call will come back to me. Then maybe I can assist you.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Sorry. I talking to Liza and License. No, this is ASAP Ticket Customer Support General Alliance.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"I was trying to get a whole yeah me to transfer you to the agent?\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Ticket Customer Support. My name is Ebenezer. Hello. Yeah. hi Thank you for calling ASAP Ticket Customer Support. am I speaking am Sorry. Continue. Sorry. I talking to Liza and License. No, this is ASAP Ticket Customer Support General Alliance.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Ebenezer.\"}], \"metadata\": {\"master_call_id\": \"call-E3-1710704168.83074\", \"call_id\": \"call-E3-1710704168.83074-5\", \"start_time\": \"2024-03-17T19:36:08.000000Z\", \"EndTime\": \"2024-03-17T19:36:08Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1710704168.83074-5\"}"}, {"id": "9a833a97a5124c0babcd1de2a1d5d569", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I tried to describe you to Parisiana, but maybe she's not gonna speak, so the call came back to me. Call her back.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"Oh, yeah, I said you're supposed to depart the day 15th of March from Chicago, coming to... Oh, you're coming to Raydors, Nigeria, on Turkish Airlines. Right. Right.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"I would like to see the cheapest I can find with the available dates, then I'll get back to you, okay?\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Hello, can you help me confirm the first and last name on the reservation?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"I tried to describe you to Parisiana, but maybe she's not gonna speak, so the call came back to me.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I tried to describe you to Parisiana, but maybe she's not gonna speak, so the call came back to me.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, can you hear me?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"So what dates do you like to travel? What days do you have available as soon as possible, apart from today and tomorrow?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"There was an accident. There was an accident. You were just too, just too, too, too, and I left home very early.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Let me call and see. okay. No problem. So you don't want to fly again today, then?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"I'm calling you on this number, because my phone, this is my phone's number, so you can, you have this number with you, the number I'm calling you from now?\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"You sure you'll call, you'll call me back today?\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"There was an accident. There was an accident. You were just too, just too, too, too, and I left home very early. Oh, so the accident was what kept you... I get it. Yeah. Yeah, yeah, yeah, yeah, yeah. -hmm. Yeah. Okay. No problem. I'm just, I'm just leaving the airport now. That's right.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"No, no, no. No, no. No problem. So what dates do you like to travel? What days do you have available as soon as possible, apart from today and tomorrow? Okay, I can check. Let's see. It's seven things. Okay, are you flexible with the dates? 17. Yeah, things of March. I can check to see if there'll be a flight or nothing.\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": false, \"quotation\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I tried to describe you to Parisiana, but maybe she's not gonna speak, so the call came back to me.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Akansha.\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710527771.29304\", \"call_id\": \"call-E8-1710527771.29304-7\", \"start_time\": \"2024-03-15T18:36:11.000000Z\", \"EndTime\": \"2024-03-15T18:36:11Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710527771.29304-7\"}"}, {"id": "6e73c773cd2044cbabed5430782c284a", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Yeah. number is eight seven seven yes 877 three five zero yes-350 -1315. one three one five okay\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"thank you for calling my name is how may I assist you today\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"if I got you correctly you would like to rebook your tickets... Yeah, I'm not sure of the day when I can leave, but can I make that ticket into an open ticket?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Did you get my number? ... Okay. Did you get my number? ... as soon as I'm done I'll give you a call back and then I'm\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I'll work on your request and I'll give you a call back on your direct line\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"my name is Corinthians\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710525016.64048\", \"call_id\": \"call-E4-1710525016.64048-8\", \"start_time\": \"2024-03-15T17:50:16.000000Z\", \"EndTime\": \"2024-03-15T17:50:16Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710525016.64048-8\"}"}, {"id": "d466b597e9f24b22ac5c299c8075062c", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So, can you just give me something, 10 to 15 minutes? So, I can find the best deals for you and call you back.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"I'm looking to get a ticket from Lagos, Nigeria to Houston, Texas.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"And just want to ask that what is your budget for this trip? I don't have a budget. Just tell me what it is.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. Hello.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"And what is your departing date? Lagos, Nigeria.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Okay. So, can you just give me something, 10 to 15 minutes? So, I can find the best deals for you and call you back. Okay. Okay. Okay. And this is your direct line number, right? Yes. Okay. I will call you back in just 15 minutes and let you know about all the price and details. Okay. Okay. Thank you.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"So, can you just give me something, 10 to 15 minutes? So, I can find the best deals for you and call you back.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"And do you want to include the check-in date? what? The check-in date? Check-in date? What's that? The luggage? Okay. One check-in date, right? And the one Two check-in and one carry-on, right? Okay. You want two check-ins? Okay. Am I supposed to pay extra for that?\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Yeah, my name is G.\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710185825.46253\", \"call_id\": \"call-E8-1710185825.46253-7\", \"start_time\": \"2024-03-11T19:37:05.000000Z\", \"EndTime\": \"2024-03-11T19:37:05Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710185825.46253-7\"}"}, {"id": "0e6ceb5e5be54469ac912e8d195561bf", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"hello okay so can you tell me the date that you're looking for the flight voice is not clear yeah on history are you planning to go for the trip okay so for me it's flexible from 1st of May to 13th of May any date is flexible I because maybe and then you'll be returning the 13th just want one day flight for now then so you'll be departing from here and the departure should be from Boston and destination is Singapore yes you'll be alone uh yes any days that's loaded between the first and 13th\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"hello this is uh roberta calling you from asap ticket\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"hello this is uh roberta calling you from asap ticket so yeah tell me\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"so can you tell me the date that you're looking for the flight\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"ok then i should i give you a call back right away i'll just try to call you back and see if it's clear okay\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"i should i give you a call back right away i'll just try to call you back and see if it's clear okay ok yeah yeah\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"there is some background noise going on continuously ok then i should i give you a call back right away i'll just try to call you back and see if it's clear\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"and what about the layovers\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"hello this is uh roberta calling you from asap ticket\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710698264.45468\", \"call_id\": \"call-E4-1710698264.45468-2\", \"start_time\": \"2024-03-17T17:57:44.000000Z\", \"EndTime\": \"2024-03-17T17:57:44Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710698264.45468-2\"}"}, {"id": "e57c2c2c6e5d4057aced07441a362fb6", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, I will transfer it to the sales department and they will be able to assist you.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling NICAP Ticket Customer Support. My name is Koryntian.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"I have a ticket. The problem is it's $14.05. $194.05. And the citizen only approved me for $1200. So I need to pay the difference. Can I do partial payment or I mean split payment?\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"This is the customer support department that can only assist after you bought a ticket and you need more assistance on it.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling NICAP Ticket Customer Support. Hi, how... My name is Koryntian. How may I assist you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"This is the customer support department that can only assist after you bought a ticket and you need more assistance on it. Okay. So, I will transfer it to the sales department and they will help you out. Well, yeah, yeah, yeah, did buy it. Okay, I'm paying you.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, I will transfer it to the sales department and they will be able to assist you.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"Okay, I will transfer it to the sales department and they will be able to assist you.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Pardon, I didn't get the I want a new wide cut. from you.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah. I'll pay someone for you. Hi, how are you? Okay, Yes, I can hear you. I have a ticket. The problem is it's $14.05. $194.05. And the citizen only approved me for $1200. So I need to pay the difference. Can I do partial payment or I mean split payment?\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Hello, thank you for calling NICAP Ticket Customer Support. Hi, how... My name is Koryntian. How may I assist you?\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling NICAP Ticket Customer Support. Hi, how... My name is Koryntian. How may I assist you?\"}], \"metadata\": {\"master_call_id\": \"call-E1-1710627474.157833\", \"call_id\": \"call-E1-1710627474.157833-2\", \"start_time\": \"2024-03-16T22:17:54.000000Z\", \"EndTime\": \"2024-03-16T22:17:54Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1710627474.157833-2\"}"}, {"id": "1bd965bf989b4b95ad6106392ef6b9aa", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"None\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. 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Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"NA\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710628401.149630\", \"call_id\": \"call-E2-1710628401.149630-2\", \"start_time\": \"2024-03-16T22:33:21.000000Z\", \"EndTime\": \"2024-03-16T22:33:21Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1710628401.149630-2\"}"}, {"id": "b70c47b208f64e13adcd3d3d86f2ffb2", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"thank you for calling\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"thank you for calling my name is hi I'm okay okay hello I'm trying to cancel a ticket this person is not feeling well she went to the hospital\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"hello hello yes thank you for calling\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"um let me give you my direct line while I'll run the check on your request and then I'll call you back as soon as I'm done okay\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"so I'll run the quick search and I'll give you call back\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"person me a little time my network is slow\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"You have the ticket confirmation number with you I'm it's here number six it's it's again number nine as in theater really sorry about the portion of it I'm okay trying to run a check I okay also said sorry about the health of the thank you person me a little time my network is slow this color is your back look well I smile here guy\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"my name is hi\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710623574.6552\", \"call_id\": \"call-E8-1710623574.6552-8\", \"start_time\": \"2024-03-16T21:12:54.000000Z\", \"EndTime\": \"2024-03-16T21:12:54Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710623574.6552-8\"}"}, {"id": "b51a72f5c29040e8ae2b5c4057b4ffab", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"me a template okay you want me to transfer it to the person who works for six months it's all Yes, please. Yes, please. on the line i'm going to transfer\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"And the gentleman just emailed me back.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"So I've been in contact back and forth for the last couple of months with you guys over a partial ticket that was used.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"So I've been in contact back and forth for the last couple of months with you guys over a partial ticket that was used. I have the ICM confirmation number. And the gentleman just emailed me back.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So I've been in contact back and forth for the last couple of months with you guys over a partial ticket that was used.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. how are you are Can you hear me?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I've been in contact back and forth for the last couple of months with you guys over a partial ticket that was used. I have the ICM confirmation number. And the gentleman just emailed me back...he can finally a resolution for my problem.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Yes, please. on the line i'm going to transfer\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"And he told me to give you guys a call because he can finally a resolution for my problem.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"And he told me to give you guys a call because he can finally a resolution for my problem.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"And he told me to give you guys a call because he can finally a resolution for my problem.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I've been in contact back and forth for the last couple of months with you guys over a partial ticket that was used.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"So I've been in contact back and forth for the last couple of months with you guys over a partial ticket that was used.\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"I've been in contact back and forth for the last couple of months with you guys over a partial ticket that was used.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"His  name  was  S -L -E -E -D -A -S -C -A -L -A -D.\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710529177.33805\", \"call_id\": \"call-E8-1710529177.33805-8\", \"start_time\": \"2024-03-15T18:59:37.000000Z\", \"EndTime\": \"2024-03-15T18:59:37Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bartosz\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710529177.33805-8\"}"}, {"id": "85f0e919e36a40baae5ea55f70c27108", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hi, thank you for calling ASAP Ticket Customer Support. My name is Ebenezer.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Sorry, if I get it correctly, you already purchased a ticket from us, right?\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Sorry, if I get it correctly, you already purchased a ticket from us, right? Mm-hmm. Yeah, okay. What do you need from me then?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hi, thank you for calling ASAP Ticket Customer Support. My name is Ebenezer. How may I assist you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"So, you purchased a ticket from us. Do you want to change the date? What is your request?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Can we do anything about that? Can I get any discount? Can I do any changes? Can you help me with that? ... My request is, you're selling it for $1,084. I paid $2,260. $2,240. Can you do for me anything? Can we change? Anything. Can I get any credit back? What can I do?\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"My request is, you're selling it for $1,084. I paid $2,260. $2,240. Can you do for me anything? Can we change? Anything. Can I get any credit back? What can I do?\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Sorry, if I get it correctly, you already purchased a ticket from us, right?\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Ebenezer.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710186238.69598\", \"call_id\": \"call-E4-1710186238.69598-5\", \"start_time\": \"2024-03-11T19:43:58.000000Z\", \"EndTime\": \"2024-03-11T19:43:58Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Ebenezer\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710186238.69598-5\"}"}, {"id": "5cb12640c06449b1aec9bb02e6df5247", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, you want me to transfer you to the agency you spoke to?\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for coming to Customer Support. My name is Rakantha. How may I help you today?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Okay, no problem. I'm sorry about your wife's condition. I can help you with that. Do you have a confirmation number so I can assist you?\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"know I spoke to one of you guys yesterday, about the change of ticket, because my wife is staying in the state, I cannot leave her like this to travel, so I want to see another date of traveling\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"okay, the number was robert793g, oh wow, y has 90, Okay, sorry, please. Can you say that one more time? as in it's robert793, g has good, y has 90, alright.\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"know I spoke to one of you guys yesterday, about the change of ticket, because my wife is staying in the state...I know I spoke to one of you guys yesterday, just for yesterday, is it 3am, 3am, 3am, I can't remember your date there, is it 3am, 3am, you remember that?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for coming to Customer Support. My name is Rakantha. How may I help you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"I want to see another date of traveling\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"know I spoke to one of you guys yesterday, about the change of ticket... I cannot leave her like this to travel, so I want to see another date of traveling... I know I spoke to one of you guys yesterday, just for yesterday, is it 3am, 3am, 3am, I can't remember your date there, is it 3am, 3am, you remember that?\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, you want me to transfer you to the agency you spoke to?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"know I spoke to one of you guys yesterday, about the change of ticket, because my wife is staying in the state, I cannot leave her like this to travel, so I want to see another date of traveling\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Do you have a confirmation number so I can assist you?\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for coming to Customer Support. My name is Rakantha. How may I help you today?\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710438869.57754\", \"call_id\": \"call-E5-1710438869.57754-4\", \"start_time\": \"2024-03-14T17:54:29.000000Z\", \"EndTime\": \"2024-03-14T17:54:29Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1710438869.57754-4\"}"}, {"id": "234a53cccecd452eaeda94db616534d3", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I'll transfer you now.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling this application of all, my name is Corincy and how may I assist you?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"I'll transfer you now.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"Uh,  you  just  tried  to  transfer  me  and  I  guess  it  didn't  work.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Uh,  you  just  tried  to  transfer  me  and  I  guess  it  didn't  work. Okay,  let  me  try  again.  Maybe  the  agent  I  transferred  it  to  is  not  available. I  guess  so.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"you just tried to transfer me and I guess it didn't work.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling this application of all, my name is Corincy and how may I assist you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Uh, you just tried to transfer me and I guess it didn't work.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I'll transfer you now.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Uh, you just tried to transfer me and I guess it didn't work.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Uh, you just tried to transfer me and I guess it didn't work. Okay, let me try again. Maybe the agent I transferred it to is not available.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Uh, you just tried to transfer me and I guess it didn't work. Okay, let me try again. Maybe the agent I transferred it to is not available.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling this application of all, my name is Corincy and how may I assist you?\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710526173.61724\", \"call_id\": \"call-E5-1710526173.61724-3\", \"start_time\": \"2024-03-15T18:09:33.000000Z\", \"EndTime\": \"2024-03-15T18:13:03Z\", \"CallDirection\": \"Incoming\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Heidelberg\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1710526173.61724-3\"}"}, {"id": "31d2e4a2c3e84dedaef803509a5c0f86", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"from Iowa to New Jersey...where do you want to travel from...From Iowa to Newark, New Jersey\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"this is hoover this side coming from ASAP tickets\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. yeah hi this is hoover this side coming from ASAP tickets how can I help you sir hello\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. next month one what will be the 13 see you, and this will be a one-way ticket or you want a written price sir okay I'll see you, Edward. and uh what will be the return date I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. 21st 24 I'll see you, Edward. 24 okay okay sir uh can you give me 10 minutes so I can send you the price codes of the ticket on your gmail id okay I'll see you, Edward. you, Sure. sir okay Mr thank you thank you for giving the time\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"and what will be the return date\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I can't hear you properly okay okay see you, I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward. I'll see you, Edward.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"this is hoover this side coming from ASAP tickets how can I help you sir\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"this is hoover this side coming from ASAP tickets\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710532374.61308\", \"call_id\": \"call-F1-1710532374.61308-3\", \"start_time\": \"2024-03-15T19:52:54.000000Z\", \"EndTime\": \"2024-03-15T19:56:18Z\", \"CallDirection\": \"Incoming\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Huber\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710532374.61308-3\"}"}, {"id": "4777f637378a4dfeaff3a30488ced0b3", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP to get this commercial book.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I just want to know what will happen if I cancel my reservation for birthday, 21, but I have travel travel protection. Can you give me the information number so I can check?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP to get this commercial book. Hello, hi, can you hear me? yes, yes.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E1-1710449198.1204476\", \"call_id\": \"call-E1-1710449198.1204476-5\", \"start_time\": \"2024-03-14T20:46:38.000000Z\", \"EndTime\": \"2024-03-14T20:46:38Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bartosz\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1710449198.1204476-5\"}"}, {"id": "5e56f671277a4599aff9adf0335dc0b1", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So, can you, so, still I am transferring your call to D -S -A, if he will be assisting you, that's okay. Otherwise, I will be transferring your call to that department. So, just be on call, I am transferring your call to -O -S -A, please be on call.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"What assistance you want, sir? Like you have already booked the tickets or you want to book the tickets or like what?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ESAP Tickets. My name is Bakshi.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"What assistance you want, sir? Like you have already booked the tickets or you want to book the tickets or like what?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"Yeah. Yeah, we already booked a ticket, and it's actually flying tomorrow, but there's really an emergency because my mother-in-law is dying.\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah, we already booked a ticket, and it's actually flying tomorrow, but there's really an emergency because my mother-in-law is dying.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ESAP Tickets. My name is Bakshi. How may I help you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"What assistance you want, sir? Like you have already booked the tickets or you want to book the tickets or like what?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I'm really sorry, can you please repeat once again?\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So, can you, so, still I am transferring your call to D -S -A, if he will be assisting you, that's okay. Otherwise, I will be transferring your call to that department. So, just be on call, I am transferring your call to -O -S -A, please be on call.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"So, for that, let me tell you, like this is the sales department. So, for that, there is one more department, it's the customer support department and they will be giving you assistance for such kind of query. So, can you, so, still I am transferring your call to D -S -A, if he will be assisting you, that's okay. Otherwise, I will be transferring your call to that department. So, just be on call, I am transferring your call to -O -S -A, please be on call. Okay, thank you.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"like this is the sales department. So, for that, there is one more department, it's the customer support department and they will be giving you assistance for such kind of query. So, can you, so, still I am transferring your call to D -S -A, if he will be assisting you, that's okay.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"Yeah, we already booked a ticket, and it's actually flying tomorrow, but there's really an emergency because my mother-in-law is dying.\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"What assistance you want, sir? Like you have already booked the tickets or you want to book the tickets or like what?\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"So, for that, let me tell you, like this is the sales department. So, for that, there is one more department, it's the customer support department and they will be giving you assistance for such kind of query.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Bakshi.\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710710060.67408\", \"call_id\": \"call-E5-1710710060.67408-2\", \"start_time\": \"2024-03-17T21:14:20.000000Z\", \"EndTime\": \"2024-03-17T21:14:20Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1710710060.67408-2\"}"}, {"id": "fced7f80302840efb029ced8521f1507", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"I'm looking for probably for a flight from Fargo North Dakota to Sarasota Florida-hmm\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"hello this is Debraina calling from ASAP tickets\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"I didn't quite get the company you said you're from...oh you're looking for a flight...I was looking for probably for a flight from Fargo North Dakota to Sarasota Florida...can I get your email address I can send the flight details over\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"I didn't quite get the company you said you're from\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"and I didn't quite get the company you said you're from tickets\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"hi is Bernie hello this is Debraina calling from ASAP tickets\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": false, \"quotation\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"do you have how many passengers are traveling well okay to start probably maybe four but two for sure two for sure but they might be up to four okay okay yeah but the other two would be dating from Minneapolis but let's just do the two from Fargo okay and are you flexible with your data like one or two or maybe even three days if I um you know-hmm not really because I do payroll every other week so that's why I can only go you know specific times know if you have even if you have Thursday or Friday May 3rd it's you know even through the 11th that would work too other than that no that week is the only week that I could those are the only days that I so you're like a day or two flexible with the departure date but on the return flight you have to come come back at 11 okay okay\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"I'm sorry I didn't get to the phone sooner so and this you guys are legit right yeah of course you can legit and okay everything everything with the company and also we're better business they're okay certified and all that we have just pilot rating of four point eight out of okay five and okay yeah you can look look look us up it's ASAP tickets and yeah everything is legit yeah yeah okay sounds good okay yeah I'll just wait to hear back from you then I'll just call you back in 30 to 40 minutes okay yeah thanks okay sounds good yeah thanks okay we might thank you for your time bye yep bye\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I'm sorry I was busy in meetings but that's why I didn't get to the phone sooner.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"I'm sorry I was busy in meetings but that's why I didn't get to the phone sooner so and this you guys are legit right yeah of course you can legit and okay everything everything with the company and also we're better business they're okay certified and all that we have just pilot rating of four point eight out of okay five and okay\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"yeah do you have how many passengers are traveling\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"hi is Bernie hello this is Debraina calling from ASAP tickets calling from who ASAP tickets hello a set ASAP I didn't quite get the company you said you're from\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710451724.121780\", \"call_id\": \"call-E4-1710451724.121780-2\", \"start_time\": \"2024-03-14T21:28:44.000000Z\", \"EndTime\": \"2024-03-14T21:33:32Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Debruyne\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710451724.121780-2\"}"}, {"id": "a62502fd3aa041a2b045af8a72b82700", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Welcome and thank you for calling ASAP to get customer support. My name is Akansa.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"Hey, uh, I'm calling because I want to make a change about the date of my return.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Hey, uh, I'm calling because I want to make a change about the date of my return.\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Oh, wait, let me fix this. the ticket number is $70. the ticket number is $70. number is $70. Hello? Are you still there? Hello? Hello? Hello, can you still hear me?\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Uh, I'm calling because I want to make a change about the date of my return.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Welcome and thank you for calling ASAP to get customer support. My name is Akansa. How may I help you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"Hello? Are you still there? Hello? Hello? Hello, can you still hear me?\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Hey, uh, I'm calling because I want to make a change about the date of my return.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Oh, wait, let me fix this. the ticket number is $70. the ticket number is $70. number is $70. Hello? Are you still there? Hello? Hello? Hello, can you still hear me?\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"I'm calling because I want to make a change about the date of my return.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Hello? Are you still there? Hello? Hello? Hello, can you still hear me?\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"Hello? Are you still there? Hello? Hello? Hello, can you still hear me?\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Welcome and thank you for calling ASAP to get customer support.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Okay, number 4, Y for Yoyo, N for Wada, B for Vultures, J for Jungle, and D for Plungo. Is that correct?\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Welcome and thank you for calling ASAP to get customer support. My name is Akansa.\"}], \"metadata\": {\"master_call_id\": \"call-E6-1710448387.95147\", \"call_id\": \"call-E6-1710448387.95147-8\", \"start_time\": \"2024-03-14T20:33:07.000000Z\", \"EndTime\": \"2024-03-14T20:33:07Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1710448387.95147-8\"}"}, {"id": "687cd8d466ff453bb051d3d500d284b8", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, no problem. I can transfer your call if you want to dialogue.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"December 21. airport is iad a iad dallas airport dallas yep round trip round trip to uh to to to manila\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Ticket. This is Rishan.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"no it's okay i\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"This  is  Rishan  from  ASAP  Ticket. How  may  I  help  you?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"Actually, so let me tell you what happened. deal which is coming, 600, 700 people deal, which is for that September month, means low season. We will, our system is automatically showing that is for that low season. If you are looking for the September month, so we will offer that nearly 600, 700 which is that is coming, which we have shown on our website. So, let me know your feedback.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"I just want to find out if your facebook is not it's scam because you guys sell six hundred dollars tickets to the philippines or\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"so  from  the  other  side  okay asappk .com  okay  yeah  i  hear  from  my  friends  uh  about  this  uh  website\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Ticket. This is Rishan. How may I help you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Just a second. december 21 yeah December 21. up to uh january 4th yeah 21. December 21. December 21. December 21. December 21. date to to December 21. uh to uh okay yeah yeah so check check the price uh you want the airport okay December 21. December 21. December 21. airport is iad i a iad dallas airport dallas yep round trip round trip to uh to to to manila December 21. December 21. December 21. December 21. December 21. yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah m m n m 21. December m n m n. 21. and arrow manila yeah\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I just want to find out if your Facebook is not it's scam because you guys sell six hundred dollars tickets to the Philippines or...You said those price are in a September flight minimum.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, no problem. I can transfer your call if you want to dialogue.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"I just want to find out if your Facebook is not it's scam because you guys sell six hundred dollars tickets to the Philippines or\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"None\", \"quotation\": null}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Actually, so let me tell you what happened. deal which is coming, 600, 700 people deal, which is for that September month, means low season. We will, our system is automatically showing that is for that low season. If you are looking for the September month, so we will offer that nearly 600, 700 which is that is coming, which we have shown on our website. So, let me know your feedback.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"just i just want to find out if if you're uh if your facebook is not it's scam because uh you guys sell six hundred dollars tickets to the philippines\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"I'm just filling your details and we will getting back the best deal and also like a how many low layer you will be considering one layer to layer is or two top like how many stop you want to in your trip\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Ticket. This is Rishan.\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710177154.57645\", \"call_id\": \"call-F1-1710177154.57645-3\", \"start_time\": \"2024-03-11T17:12:34.000000Z\", \"EndTime\": \"2024-03-11T17:17:04Z\", \"CallDirection\": \"Incoming\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Ushan\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710177154.57645-3\"}"}, {"id": "f021a2c176244ac7b0a1113eac86f177", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Let me just, you know, again, let me transfer your call. Okay. Do one thing. Just double check again that, you know, tomorrow is my date and I feel like, you know, I might not travel. Any, is there any chance, chances like should I, you know, go ahead and ask for cancellation? And any amount that can be, you know, refundable for the same, like tickets or not? Okay. Just let me, yeah let me transfer can make enough yeah okay it from, give me one second.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"i... don't want to pay like huge sum yeah yeah that's what i want if if i can so i don't know ok\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"he told me that unfortunately there is no way around and the only possible way is to postpone the ticket which I have to pay additional money...so he hadn't given me any feasible option to consider so I left it out...\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Like any chance, like if you say you don't want to travel to, you know, Dallas, Fort Worth, maybe, you know. i i might have a traveling but like the ticket itself he the way that he had explained me that i would be paying for more for the postponing services rather than like you know buying a new ticket that's what i was worried about i'm not worried about traveling anywhere at all but the problem is that would be paying extra rather than my wholesale amount so that's what he said and the ticket price was 150 right and he mentioned\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Like, any chance, like, if you say you don't want to travel to, you know, Dallas, Fort Worth, maybe, you know.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"Let me just, you know, again, let me transfer your call.\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"the other guy told me he checked around and he told me that unfortunately there is no way around and the only possible way is to postpone the ticket which i to pay additional money\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"hello Hi, Sai. hello how's the cash being have you called me Yes, Sai.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Just double check again that, tomorrow is my date and I feel like, I might not travel. Any, is there any chance, chances like should I, you know, go ahead and ask for cancellation?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"you know the other guy told me he checked around and he told me that unfortunately there is no way around and the only possible way is to postpone the ticket which i to pay additional money so he had told me that i would be paying extra for that services so he hadn't given me any feasible option to consider so i left it out so\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay. Let me just, you know, again, let me transfer your call. Okay. Do one thing. Just double check again that, you know, tomorrow is my date and I feel like, you know, I might not travel.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"i can get an refund that would be great and if i can't get a refund i would like a exchange but i don't want to pay like huge sum yeah yeah that's what i want if if i can so i don't know\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"the other guy told me he checked around and he told me that unfortunately there is no way around and the only possible way is to postpone the ticket which i to pay additional money so he had told me that i would be paying extra for that services so he hadn't given me any feasible option to consider so i left it out\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"the other guy told me he checked around and he told me that unfortunately there is no way around and the only possible way is to postpone the ticket which I have to pay additional money\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": false, \"quotation\": null}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": false, \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hi, Sai.\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710710060.67408\", \"call_id\": \"call-E5-1710710060.67408-3\", \"start_time\": \"2024-03-17T21:14:20.000000Z\", \"EndTime\": \"2024-03-17T21:14:20Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1710710060.67408-3\"}"}, {"id": "5fbf3031f4d44cb1b0c8b437e9aa99a5", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"Hello, and thank you for calling.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, and thank you for calling.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello, and thank you for calling.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, and thank you for calling.\"}], \"metadata\": {\"master_call_id\": \"call-E3-1710704168.83074\", \"call_id\": \"call-E3-1710704168.83074-14\", \"start_time\": \"2024-03-17T19:36:08.000000Z\", \"EndTime\": \"2024-03-17T19:36:08Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1710704168.83074-14\"}"}, {"id": "02c4a5debb7d4dc7b1068f9822aa6e6d", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I'll send a request to them, and then they will call you, okay?\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"So, she's supposed to on the 20th of May from Shanghai, China, by 10.15 a.m., and she will get to Seoul, South Korea, by 1.15 p.m., and she will depart Seoul, Korea. 4.35 p.m., and she will get to, give me a minute, please, and she will get to Seattle by 10.15 a.m., and she departs Seattle by 1.10 p.m., and she arrives back at Washington by 2.14 p.m., same day.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP to get customer support. My name is Akanta.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"Okay, okay, so do you have what you need, the departure date, the cities, and the you got it?\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Okay, Email. just give me a minute. Yes, no problem. Sure.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello, I have a round-trip ticket for my wife to return to Spokane. She's in China. She's been there for three months and will be coming home on May 20 this year. I just want to make sure that tickets are still good, no issue. I have a confirmation number if you'd like that.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP to get customer support. My name is Akanta. How may I help you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"I want to confirm the date, the season, and the time. that okay? The dates and Yes, I want to make sure, the time. yes, I want to confirm yes, Okay.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"so would you like me to transfer you to the Reprotection Department?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Okay, so it seems there were minor changes on the original flight, because from what I can see on my system, she departs Shanghai by 10.15 a.m., and she arrives Seoul by 1.15 a.m., p.m., sorry, and then she departs from Seoul by 4.35 p.m. It's no, it's no longer 4.40 p.m. It's 4.40 p.m. It's now 4.35 p.m., so there was like a five-minute change in the p\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"Okay, would you still want me to send the request so you get the new itinerary?\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello, I just want to make sure that tickets are still good, no issue. I have a confirmation number if you'd like that.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP to get customer support. My name is Akanta. How may I help you today?\"}], \"metadata\": {\"master_call_id\": \"call-E6-1710460285.143008\", \"call_id\": \"call-E6-1710460285.143008-4\", \"start_time\": \"2024-03-14T23:51:25.000000Z\", \"EndTime\": \"2024-03-14T23:51:25Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1710460285.143008-4\"}"}, {"id": "c61ce7b73d544c54b24411c084b26e32", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"Okay. So you are looking for a flight from where to which destination?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"This is Alison.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"But what time you would like?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"I was just there a few weeks ago, and although I was part of a larger party, the flights were very inexpensive, and I was possibly thinking about taking my family there in a few weekends from now. But the price points of the flights have jumped dramatically, so, yeah,\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello? This is Alison. Hello? How may I help you today? This is with regard to the flight request you have made.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello? Hello. Thank you for your This is Alison. Hello? How may I help you today? This is with regard to the flight request you have made.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"No, I'm sorry. If you're having a hard time hearing me, perhaps I should call you guys back. Like, I don't have time to, like, wait on the phone.\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"May I know the date of your travel? Is it a one time trip or a round trip?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"No, I'm sorry. If you're having a hard time hearing me, perhaps I should call you guys back. Like, I don't have time to, like, wait on the phone.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"I was having a hard time hearing me, perhaps I should call you guys back. Like, I don't have time to, like, wait on the phone.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"No, I'm sorry. If you're having a hard time hearing me, perhaps I should call you guys back. Like, I don't have time to, like, wait on the phone.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I was briefly looking for a flight to Las Vegas. I was just there a few weeks ago, and although I was part of a larger party, the flights were very inexpensive, and I was possibly thinking about taking my family there in a few weekends from now. But the price points of the flights have jumped dramatically, so, yeah, I wasn't sure.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"This is Alison.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710367989.89196\", \"call_id\": \"call-E4-1710367989.89196-2\", \"start_time\": \"2024-03-13T22:13:09.000000Z\", \"EndTime\": \"2024-03-13T22:19:09Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Alicent\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710367989.89196-2\"}"}, {"id": "5f26bb09bedc4698b2a0c4d979aa6757", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I was saying that I can transfer you again to the customer support. And you will tell them that they should search for deeper dates, even if it's more flexible. So that might help you get the price down.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"I was saying that I can transfer you again to the customer support. And you will tell them that they should search for deeper dates, even if it's more flexible. So that might help you get the price down.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"I was saying that I can transfer you again to the customer support. And you will tell them that they should search for deeper dates, even if it's more flexible. So that might help you get the price down.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"I can transfer you again to the customer support. And you will tell them that they should search for deeper dates, even if it's more flexible. So that might help you get the price down.\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Yes, Mr. Musa, we got disconnected.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"we got disconnected...I can transfer you again to the customer support. And you will tell them that they should search for deeper dates, even if it's more flexible.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Yes, Mr. Musa, we got disconnected.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"I was saying that I can transfer you again to the customer support. And you will tell them that they should search for deeper dates, even if it's more flexible. So that might help you get the price down.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"we got disconnected...I didn't mean to, I didn't mean to...I was saying that I can transfer you again to the customer support. And you will tell them that they should search for deeper dates, even if it's more flexible. So that might help you get the price down.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I can transfer you again to the customer support.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"I can transfer you again to the customer support. And you will tell them that they should search for deeper dates, even if it's more flexible. So that might help you get the price down.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"we got disconnected...I was saying that I can transfer you again to the customer support. And you will tell them that they should search for deeper dates, even if it's more flexible. So that might help you get the price down.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes, Mr. Musa, we got disconnected.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"I was saying that I can transfer you again to the customer support. And you will tell them that they should search for deeper dates, even if it's more flexible. So that might help you get the price down.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Yes, Mr. Musa, we got disconnected.\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710185825.46253\", \"call_id\": \"call-E8-1710185825.46253-6\", \"start_time\": \"2024-03-11T19:37:05.000000Z\", \"EndTime\": \"2024-03-11T19:37:05Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710185825.46253-6\"}"}, {"id": "6d1b9c47cd114217b2c1f4f3d858ebba", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"No, they left, they have a, The name? there is a profile apparently for my phone number Do you have the name? that the last time\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"Hi, I'm calling because I still have not received a call back from the first person I talked to about trying to get a deal on round trip from, it was starting at, where was the first one?\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"I'm calling because I still have not received a call back from the first person I talked to about trying to get a deal on round trip from, it was starting at, where was the first one?\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm calling because I still have not received a call back from the first person I talked to about trying to get a deal on round trip from, it was starting at, where was the first one? 168. At Dulles, at Dulles to Seattle and back for 168.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": \"Hi, I'm calling because I still have not received a call back from the first person I talked to about trying to get a deal on round trip from, it was starting at, where was the first one?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I'm trying to explain because I called a second time and they tried to transfer me and he wasn't at his desk and she left a message but she also did not give me a name.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I'm trying to explain because I called a second time and they tried to transfer me and he wasn't at his desk and she left a message but she also did not give me a name.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Hi, I'm calling because I still have not received a call back from the first person I talked to about trying to get a deal on round trip from\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I called a second time and they tried to transfer me and he wasn't at his desk and she left a message but she also did not give me a name.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi,  I'm  calling  because  I  still  have  not  received  a  call  back  from  the  first  person  I  talked  to  about  trying  to  get  a  deal  on  round  trip  from... I'm  trying  to  explain  because  I  called  a  second  time  and  they  tried  to  transfer  me  and  he  wasn't  at  his  desk  and  she  left  a  message  but  she  also  did  not  give  me  a  name.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"I'm calling because I still have not received a call back from the first person I talked to about trying to get a deal on round trip from, it was starting at, where was the first one?\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710451379.1263442\", \"call_id\": \"call-E2-1710451379.1263442-2\", \"start_time\": \"2024-03-14T21:22:59.000000Z\", \"EndTime\": \"2024-03-14T21:27:47Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Roberta\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1710451379.1263442-2\"}"}, {"id": "b41f56a1a26443eeb3efcf0589286265", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, and thank you for calling.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710530316.37480\", \"call_id\": \"call-E8-1710530316.37480-7\", \"start_time\": \"2024-03-15T19:18:36.000000Z\", \"EndTime\": \"2024-03-15T19:18:36Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bartosz\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710530316.37480-7\"}"}, {"id": "2e1281b4bc004715b4d2f8e58f4be915", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"Okay, so you are looking for a flight from Chicago to Amritsar. It's a round trip.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"I am calling from Mr. Thickett.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"I have given you a request on the WhatsApp. So if needed, I will contact you. Are you comfortable with WhatsApp or I can call you? You can send, you can text me on WhatsApp or email, it's fine. Either way, it's fine.\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I have given you a request on the WhatsApp. So if needed, I will contact you. Are you comfortable with WhatsApp or I can call you?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, my name is, hi, my name is Dilbir, I am calling from Mr. Thickett.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Okay, so your departure date is 30th of May and you will return on 30th of June.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"True\", \"quotation\": \"I will send you the mail on email. Introduction is having the complete details and my details. So please do check it.\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I have given you a request on the WhatsApp. So if needed, I will contact you. Are you comfortable with WhatsApp or I can call you?\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Oh, Am I right? correct. So, no more, just one stop, yes.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, my name is, hi, my name is Dilbir, I am calling from Mr. Thickett.\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710627642.96028\", \"call_id\": \"call-E5-1710627642.96028-3\", \"start_time\": \"2024-03-16T22:20:42.000000Z\", \"EndTime\": \"2024-03-16T22:25:54Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Gilbeys\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1710627642.96028-3\"}"}, {"id": "507108b6f2ba46dbb580a2ef03e0a129", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"who is this, Abel Ford, Pardon? Abel Ford, is this, you are calling from Manila or Cebu\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling ASAP to get customer support. My name is Corinthian. How may I assist you?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Okay, no, I'm not calling from Iceland or Cebu.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"I was with the, how may I assist you? Abel Ford, Pardon? Abel Ford, is this, you are calling from Manila or Cebu, Okay, no, I'm not calling from Iceland or Cebu. okay, I'll call back later then, maybe two hours, three hours more, yeah.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"I'll just call back\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I have to go back Yes. to the email first\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling ASAP to get customer support. My name is Corinthian. How may I assist you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I have to go back Yes. to the email first, okay.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, you want to talk to someone? no need, I'll just call back, Okay, I can assist you to have a request.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"Okay, you want to talk to someone?\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"okay, I'll call back later then, maybe two hours, three hours more, yeah, Okay, you want to talk to someone? no need, I'll just call back\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"True\", \"quotation\": \"Yes. I can assist you to have a request. I have to go back to the email first, okay.\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I can assist you to have a request. I have to go back to the email first, okay.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I was with the, how may I assist you? who is this, Abel Ford, Pardon? Abel Ford, is this, you are calling from Manila or Cebu, Okay, no, I'm not calling from Iceland or Cebu.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Okay, you want to talk to someone? no need, I'll just call back.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Corinthian.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710525016.64048\", \"call_id\": \"call-E4-1710525016.64048-6\", \"start_time\": \"2024-03-15T17:50:16.000000Z\", \"EndTime\": \"2024-03-15T17:50:16Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710525016.64048-6\"}"}, {"id": "32a468ac731f4b67b587468813317575", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Definitely, please stay in hold.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, this is Cleve from ESAB Tickets.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Yes, can I have customer service please?\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Hello, this is Cleve from ESAB Tickets. How can I help? Yes, can I have customer service please?\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes, can I have customer service please?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, this is Cleve from ESAB Tickets. How can I help?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Definitely, please stay in hold.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, this is Cleve from ESAB Tickets.\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710621247.10288\", \"call_id\": \"call-F1-1710621247.10288-9\", \"start_time\": \"2024-03-16T20:34:07.000000Z\", \"EndTime\": \"2024-03-16T20:34:07Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710621247.10288-9\"}"}, {"id": "94de85f23e184c2fb5d7f9c2809c6593", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"I think it will simply have a little Oh, it bounced back.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Do you have my number? let me just jump on it 804 -536 -4846.\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Hi,  this  is  Nima.  I'm  returning  your  call  from  your  email.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"I think here is enough of the frustration it came back to me\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi, this is Nima. I'm returning your call from your email. okay so it's actually down side because when we try to reach the max I think it will simply have a little Oh, it bounced back. but\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"it came back to me but if you want I can just ask you to call it back\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I think here is enough of the frustration it came back to me\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Yeah, you can have him call me. okay thank you very much Do you have my number? let me just jump on it 804 -536 -4846. give me a second give me a second me just 804 Okay. Yep.-3536 -08 I'll 536 -4846. ask them to connect Yep. thank you Yes, please have him call me back. Thank You.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"Yeah, you can have him call me. okay thank you very much\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"I think it will simply have a little...Oh, it bounced back.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I think here is enough of the frustration it came back to me\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi, this is Nima. I'm returning your call from your email.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"it will try to the whole system\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hi, this is Nima.\"}], \"metadata\": {\"master_call_id\": \"call-E9-1710186297.26791\", \"call_id\": \"call-E9-1710186297.26791-5\", \"start_time\": \"2024-03-11T19:44:57.000000Z\", \"EndTime\": \"2024-03-11T19:44:57Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1710186297.26791-5\"}"}, {"id": "219f90a2f55b445db5fb2ff6e3a969ce", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Alright, let me transfer to the sales department here if I can be able to assist you with this.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling Asia Appliquette Customer Support. My name is Corinthian, how may I assist you?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Hi, so I called earlier about getting two adults, two children from Dulles to Seattle round trip for $168.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So I called earlier about getting two adults, two children from Dulles to Seattle round trip for $168.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling Asia Appliquette Customer Support. My name is Corinthian, how may I assist you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"Yes, for the month of December.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Right, I'm just wondering why she transferred me over to you guys.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Alright, let me transfer to the sales department here if I can be able to assist you with this.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I'm just wondering why she transferred me over to you guys.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi, so I called earlier about getting two adults, two children from Dulles to Seattle round trip for $168.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Ok, if I get it correctly, would you like to book a flight?\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling Asia Appliquette Customer Support. My name is Corinthian, how may I assist you?\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710621247.10288\", \"call_id\": \"call-F1-1710621247.10288-14\", \"start_time\": \"2024-03-16T20:34:07.000000Z\", \"EndTime\": \"2024-03-16T20:34:07Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710621247.10288-14\"}"}, {"id": "02ab7de4a1bc4dafb6676d4cd7faea97", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I'll try to transfer you again\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I'll try to transfer you again\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"Customer references escalation to Corporate level.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E3-1710704168.83074\", \"call_id\": \"call-E3-1710704168.83074-16\", \"start_time\": \"2024-03-17T19:36:08.000000Z\", \"EndTime\": \"2024-03-17T19:36:08Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1710704168.83074-16\"}"}, {"id": "89aa4db985514719b71107ad2a7f04f0", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"And I'll also send a request to the department. They can help solve this result that we have, okay?\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"Yeah, that's good. And you're supposed to return on the 3rd of May back to New York on Greece Airlines.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for applying to get customer support. My name is Akansha.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"I need to secure the ticket. I cannot, will this be resolved? I don't, I, I just don't have, you know, like, I want to move on. Like, that's why I needed to get it out of my, my thinking. Like, I want it all set and done. I cannot wait. Two days is too long.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Okay, so it's, uh, N as in Nancy, B as boy, T as Peter, zero, S as Frank, X as X-ray. Okay, please give me my number. Okay, Thank you.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"True\", \"quotation\": \"I  want  to  call  my  credit  card  company  and  just  you  know  like  deal  with  them  and  just  tell  them  like  you  know  this  is  not  what  I  requested  and  just  cancel  it  and  just  move  on  to  a  different company\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"I, I, so, when I checked, I'm like, I can't believe it. It's May 3rd, like, that's, that's wrong.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"Would you like me to also send a request to contact you, or you don't want to? did email him I did call him so many times today maybe he's not working but uh I mean I don't I understand. I'll send him an email. I'll also send him a supervisor email, so they'll also read out to you. And I'll also send a request to the department. They can help solve this result that we have, okay? And I would like to make it urgent for the new district. But once again, I'm sorry for the.\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I purchased the ticket two times I got confirmation and then I get a call where the price increased I'm like what do you mean like after I get a confirmation you're telling me now it's higher like by 300 or whatever and then this time when we did this I booked and I checked now the date is different May 3rd like are you kidding me\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for applying to get customer support. My name is Akansha. How may I help you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"Okay, I understand. Okay, what I'm going to do is I'm going to try to see if they'll be able to resolve this by tomorrow. So, I cannot guarantee. So, let me try. I'm to try to send a request to see if it's going to be resolved by tomorrow. Is that okay with you? I'm so sorry for the I need to. No, it's okay, because, like, it, it took us, like, so long, and we were going back and forth. I would get, like, reservation, like, it would be reserved, and then, or confirmed, and then he would call. And he would tell me that, oh, they changed the price, like, by $300, $400. And, and I'm like, how is that possible? Like, I paid, I got the confirmation.\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"So it's, uh, N as in Nancy, B as boy, T as Peter, zero, S as Frank, X as X-ray.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"This happened twice, and the first time is where the dates are messed up. Like, this is just, like, I don't want to do business with you, right?\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay. Okay. Would you like me to also send a request to contact you, or you don't want to? I'll send him an email. I'll also send him a supervisor email, so they'll also reach out to you. And I'll also send a request to the department. They can help solve this result that we have, okay? And I would like to make it urgent for the new district.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"I mean, I want to call my credit card company and just you know deal with them and just tell them like you know this is not what I requested and just cancel it and just move on to a different company.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"And I'll you till tomorrow then hopefully you know we can resolve this okay\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I really need to get the ticket. I need to secure the ticket. I cannot, will this be resolved? I just don't have, you know, like, I want to move on. Like, that's why I needed to get it out of my thinking. Like, I want it all set and done. I cannot wait. Two days is too long.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"Like, I don't want to do business with you, right? Like, it's, I'm sorry. I'm coming to you. Let me check. please, Okay, if you could just kind of, like, give me a peace of mind, and just get it right, and we move on. Otherwise, like, I really don't know. want to call my credit card company and just you know like deal with them and just tell them like you know this is not what I requested and just cancel it and just move on to a different company\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I mean it was very simple I purchased the ticket two times I got confirmation and then I get a call where the price increased I'm like what do you mean like after I get a confirmation you're telling me now it's higher like by 300 or whatever and then this time when we did this I booked and I checked now the date is different May 3rd like are you kidding me\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"I, I, so, when I checked, I'm like, I can't believe it. It's May 3rd, like, that's, that's wrong.\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"I'm going to send a request to the Quality Assurance Department. They're going to check where the mistake came from. And this usually takes about one or two days.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for applying to get customer support. My name is Akansha. How may I help you today?\"}], \"metadata\": {\"master_call_id\": \"call-E1-1710608878.108519\", \"call_id\": \"call-E1-1710608878.108519-8\", \"start_time\": \"2024-03-16T17:07:58.000000Z\", \"EndTime\": \"2024-03-16T17:07:58Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1710608878.108519-8\"}"}, {"id": "28791ba7e8684facb7235bb1c1bcc3c6", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"let me check with my supervisor just a minute how do i address you\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"No, that's okay. I'll, I'll call them, and I'll just, I'll have them handle it. You know, they can investigate it. You know, that's what they told me to do, so.\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"No, that's okay. I'll, I'll call them, and I'll just, I'll have them handle it. You know, they can investigate it.\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"Well, um so just a minute i'm not sure how can i help you on this but let me check with my supervisor okay like I said, there's a number associated with it, behind it, you know, can this is ASAP, there is, and then there's a number, pretty lengthy number, would that show you on your records what it is?\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I called, you know, the company, you know, and they told them I couldn't get any satisfaction with you, you know, calling, they actually gave me your number\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"No, not at all. you haven't okay I haven't gone anywhere that it would require a ticket.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I mean, I called, you know, the company, you know, and they told them I couldn't get any satisfaction with you, you know, calling, they actually gave me your number, your telephone number. Yeah, because it wasn't on my statement, and she said, you know, they'll flag it, and they'll, you know, see what's going on.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"let me check with my supervisor just a minute\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"I called, you know, the company, you know, and they told them I couldn't get any satisfaction with you, you know, calling, they actually gave me your number, your telephone number.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"mean, I called, you know, the company, you know, and they told them I couldn't get any satisfaction with you, you know, calling, they actually gave me your number, your telephone number.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"Well, um so just a minute i'm not sure how can i help you on this but let me check with my supervisor okay like I said, there's a number associated with it, behind it, you know, can this is ASAP, there is, and then there's a number, pretty lengthy number, would that show you on your records what it is?\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"No, not at all. you haven't okay I haven't gone anywhere that it would require a ticket.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"how do i address you\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710199476.586914\", \"call_id\": \"call-E2-1710199476.586914-6\", \"start_time\": \"2024-03-11T23:24:36.000000Z\", \"EndTime\": \"2024-03-11T23:24:36Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Ebenezer\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1710199476.586914-6\"}"}, {"id": "0c699953bd194af8b7350fbcb8fcb69f", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"Okay, so L for Lima, C for CAC, C... Yes. C for. A P for Paul. Six. And C for Kat. And six. excuse me. Okay, please can you help me confirm the first and last name on the reservation? Paragraphy. P as in Paul. A -V -L -E -Y. Okay, thank you very much. Concerta. I've been working since February 8th. I tried to so much, but it's not. I cannot deal. I'm getting all stressed. There's no problem. I understand. Oh, I'm stressed out. I'm a single. I'm 81 years old. I'm so sorry. Yes, my dear. So sorry, But, man. you know, I cannot do all this changing. I'm a baby. It was 6 o'clock in the morning, and I worked at the airport for 9 hours, 10 hours. You know, I cannot do that. Actually, Okay, 12 hours. I understand. No problem. And thank you. I'm glad you understand, my dear. And my wife is her bed to her. And, you know, I cannot do that. I understand. You should understand. the infrastructure conditions. It's okay. Right. Okay. I wanted to go my sister. Oh, at this point. Okay, Can you help me confirm the email address for this reservation? My address. The email? Two facts. Your email address? Oh, how you doing? Okay. Yes. I came into C. Pagley. At Cox. late. My first initial. Thank you, man. And the last name. And at Cox. C -O -X. Damn late. Thank you very much. Okay, I'll show you my address.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP Ticket Customer Support. My name is Akanta. How may I help you today?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"Yeah, me too, I can help you. believe me. You want to make the confirmation? No problem.\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Okay, so otherwise, I can help you cancel the reservation. Then I'll send you an email. I'll also give you a call to explain. Okay?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"Yeah, I just missed family, and I, you know, I booked a ticket with a mark, and, you know, all this, you know, changed in the game. I mentioned to him that I was a senior citizen, and I had a problem, a back problem, and now he told me that, you know, I'm flying to North to Newark, and I'm coming back from JFK. I need a chance. I cannot do this, my dear. I need a chance. I need a chance to make a ticket.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I've been working since February 8th. I tried to so much, but it's not. I cannot deal. I'm getting all stressed.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP Ticket Customer Support. My name is Akanta. How may I help you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"Okay, Can you help me confirm the email address for this reservation?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I, you know, I booked a ticket with a mark, and, you know, all this, you know, changed in the game. I mentioned to him that I was a senior citizen, and I had a problem, a back problem, and now he told me that, you know, I'm flying to North to Newark, and I'm coming back from JFK. I need a chance. I cannot do this, my dear. I need a chance. I need a chance to make a ticket. ... yeah, me too, I can help you. believe me. You want to make the confirmation? No problem.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"So, you should call me back when let's go settle this situation, okay?\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"I'll check the ticket details and I'll give you a call back to see what we can do.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"So, Mark tried to ask me, but he didn't understand me, whatever accent. I'm Italian. you know, where you from? Oh, I'm from Africa. Can you understand me? Yes, we don't much better. Because Africans speak English, right? Yes, I can understand.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I've been working since February 8th. I tried to so much, but it's not. I cannot deal. I'm getting all stressed. There's no problem. I understand. Oh, I'm stressed out. I'm a single. I'm 81 years old.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"I tried to so much, but it's not. I cannot deal. I'm getting all stressed.\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Then I'll send you an email. I'll also give you a call to explain.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, welcome and thank you for calling ASAP Ticket Customer Support. My name is Akanta. How may I help you today?\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710698264.45468\", \"call_id\": \"call-E4-1710698264.45468-4\", \"start_time\": \"2024-03-17T17:57:44.000000Z\", \"EndTime\": \"2024-03-17T17:57:44Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710698264.45468-4\"}"}, {"id": "59c9c0e65a904c13b75deaeb533bba69", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Maybe so I can transfer you to the customer support they will find for you, an available travel agent, okay okay transfer and they will continue assisting you. Stay put on the line. I'll transfer you.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling Concierge Services. My name is Yoko.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Maybe. Can I ask you what is the question about?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"actually I've I've I've always used her I've always spoken to her to book my flights to book flights for me also you know I always refer back to her okay Okay. Maybe so I can transfer you to the customer support they will find for you, an available travel agent, okay okay transfer and they will continue assisting you.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling Concierge Services. My name is Yoko. How can I help you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"Can I ask you what is the question about?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Maybe so I can transfer you to the customer support they will find for you, an available travel agent, okay okay transfer and they will continue assisting you. Stay put on the line. I'll transfer you.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"Okay. Maybe so I can transfer you to the customer support they will find for you, an available travel agent, okay okay transfer and they will continue assisting you. Stay put on the line. I'll transfer you.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - 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Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Yoko.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710605994.6008\", \"call_id\": \"call-E4-1710605994.6008-4\", \"start_time\": \"2024-03-16T16:19:54.000000Z\", \"EndTime\": \"2024-03-16T16:19:54Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710605994.6008-4\"}"}, {"id": "c8921a015a6a44e6b78844de2d0208de", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I am transferring your calls to that department.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I am transferring your calls to that department.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710689135.27768\", \"call_id\": \"call-F1-1710689135.27768-2\", \"start_time\": \"2024-03-17T15:25:35.000000Z\", \"EndTime\": \"2024-03-17T15:25:35Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bellerick\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710689135.27768-2\"}"}, {"id": "d6d8b8aa7ae441a2b8b230a5c6d5657d", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay. So, Yeah. I just transfer a call to the right person. They will help you.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for choosing ASAP Ticket. This side, David. How can I help you?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"I received a voicemail last night from you guys about my tickets changing. I have a couple of emails from you guys as well. I'm just calling to show that I'm here.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I received a voicemail last night from you guys about my tickets changing. I have a couple of emails from you guys as well.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for choosing ASAP Ticket. This side, David. How can I help you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay. So, Yeah. I just transfer a call to the right person. They will help you.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I received a voicemail last night from you guys about my tickets changing. I have a couple of emails from you guys as well. I'm just calling to show that I'm here.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"I received a voicemail last night from you guys about my tickets changing. I have a couple of emails from you guys as well.\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"This side, David.\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710527771.29304\", \"call_id\": \"call-E8-1710527771.29304-4\", \"start_time\": \"2024-03-15T18:36:11.000000Z\", \"EndTime\": \"2024-03-15T18:36:11Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710527771.29304-4\"}"}, {"id": "7a465fe0903848deb8f4bb017220d210", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"We purchased a flight, and we want to change the date, and they told us to talk to you guys.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi. 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Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"We purchased a flight, and we want to change the date, and they told us to talk to you guys.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"once i'm done i'll give you a call back\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"We purchased a flight, and we want to change the date, and they told us to talk to you guys.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"We purchased a flight, and we want to change the date, and they told us to talk to you guys.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"hello thank you for calling me customer support my name is corinthian how may i assist you\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710713584.79226\", \"call_id\": \"call-E5-1710713584.79226-4\", \"start_time\": \"2024-03-17T22:13:04.000000Z\", \"EndTime\": \"2024-03-17T22:13:04Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1710713584.79226-4\"}"}, {"id": "b2c648c73af14531b968e64a65f0be75", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, Thank you.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"thank you for calling.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello, Thank you. and thank you for calling.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": null}], \"metadata\": {\"master_call_id\": \"call-E3-1710704168.83074\", \"call_id\": \"call-E3-1710704168.83074-3\", \"start_time\": \"2024-03-17T19:36:08.000000Z\", \"EndTime\": \"2024-03-17T19:36:08Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1710704168.83074-3\"}"}, {"id": "6862dcc714434887bac7f79580b62a97", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"All right, check to decide if the half radius is also busy. Let me try again. Okay.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. 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Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Let me try again.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": null}], \"metadata\": {\"master_call_id\": \"call-E1-1710627474.157833\", \"call_id\": \"call-E1-1710627474.157833-4\", \"start_time\": \"2024-03-16T22:17:54.000000Z\", \"EndTime\": \"2024-03-16T22:17:54Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1710627474.157833-4\"}"}, {"id": "38565849af8f4638bae5e724a9ad6d5a", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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My name is Belrik. How may I assist you?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"Okay. I can see that you have a, this is a partially used ticket and like you have already, special use okay, you have already like taken the outbound flight. Is that correct?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So I am from the, like I will be, I will have to transfer you to the team which takes care of partially used ticket and from the team which do take care of only the unused ticket.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. 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My name is Belrik. How may I assist you?\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Belrik.\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710689135.27768\", \"call_id\": \"call-F1-1710689135.27768-4\", \"start_time\": \"2024-03-17T15:25:35.000000Z\", \"EndTime\": \"2024-03-17T15:25:35Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bellerick\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1710689135.27768-4\"}"}, {"id": "50b3ffcd570d413bbb69118a0def1c40", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Regarding this, can I transfer you to the customer service, so they will handle this subscription?\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling eSubtickets, my name is Kostas, how can I help you?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"And I just actually recently changed it, and it looks like the flights, excuse me, they're like too close. So can you just pull up my reservation number, please?\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"And there is a, so I was just looking at the ticket and now I have a concern because your booked flights, and I just actually recently changed it, and it looks like the flights, excuse me, they're like too close. 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It doesn't have to be right away, so.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"So the number was 877-350-1315. yeah. So I'll run a quick check on your request and I'll give you a call back.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"you for calling app to get customer support. My name is Koryntian from RCC Today.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Oh, just checking the site, I guess. Where do I find the number? Oh, I can see somewhere.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Koryntian from RCC Today.\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710531548.41758\", \"call_id\": \"call-E8-1710531548.41758-8\", \"start_time\": \"2024-03-15T19:39:08.000000Z\", \"EndTime\": \"2024-03-15T19:39:08Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710531548.41758-8\"}"}, {"id": "222ac940ae7548abbc5f095899123c48", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I am transferring your call to the Gika Moru if that person is available he'll answer the call otherwise the call will bounce back to me okay\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Your soft tickets\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"Look. It's S -H -A -K -A -M -A -R -U.-huh it's E as an echo or A as alpha okay It's S with sun. H is the water. uh -huh hotel okay okay-A -K -A -M -A -R -U.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"I think it's Y. I think it's the phone number. I think it's Y-A-G-A-M-A-R-U. I'm not 100% sure she's like that. But I have a problem with my partner. what was the name like can you pronounce it can you do the beginning to the pronounce for me like what was the name you heard\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm not 100 % sure she's like that. But I have a problem with my partner.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Yes, hi.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I think it's Y -A -G -A -M -A -R -U. I'm not 100 % sure she's like that. But I have a problem with my partner.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I am transferring your call to the Gika Moru if that person is available he'll answer the call otherwise the call will bounce back to me okay\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"I have a problem with my partner.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I'm not 100 % sure she's like that. But I have a problem with my partner.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"But I have a problem with my partner.\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"my name is simple how can I help you\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710185825.46253\", \"call_id\": \"call-E8-1710185825.46253-3\", \"start_time\": \"2024-03-11T19:37:05.000000Z\", \"EndTime\": \"2024-03-11T19:37:05Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Acantha\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710185825.46253-3\"}"}, {"id": "43cf75eb466c47b7bc68e5083e91789b", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"Okay, because I saw they say $189,000 trip from U.S. for U.S. Okay. Actually, just give me a minute. I just want to tell that you want flights from Torrent to the Seagull, right?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, yes, this is Mary.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Oh, if you want check-in, then I have to step for another option because the check-in is not included here.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello, yes, this is Mary. So, I have accepted the case and I have called you regarding your price request.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. Hello. Okay. Hello, yes, this is Mary.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Okay, and the departing date is 24th of April. Yes. Okay. Now, the departing date is 24th of April, right? And coming back on second May.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"It's too much. I can't get it all. It's too much.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"It's too much. I can't get it all. It's too much.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So, I have accepted the case and I have called you regarding your price request.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"What about the carry-on? ... If carry-on is included only, then I have a... Okay. You want non-stop flight or are you flexible with the layover? I just want to know the price first for me to choose which one I'm going to take.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, yes, this is Mary.\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710177893.509579\", \"call_id\": \"call-E2-1710177893.509579-2\", \"start_time\": \"2024-03-11T17:24:53.000000Z\", \"EndTime\": \"2024-03-11T17:24:53Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1710177893.509579-2\"}"}, {"id": "1f83bb7a56e84562bcecd662dd053dd9", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"You transferred me to Concierge, correct?\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"thank you for calling your sub ticket this is bastard for penalty\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"I've been calling all morning and they don't pick up. It rings and rings. It rings for about five minutes.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"i was asking are you currently at the hotel okay\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"True\", \"quotation\": \"I'm going to call my bank and I'm going to dispute the charge. Because I'm not going to pay for this and then hope I get my money back.\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"I do not have the time to chase down a bad hotel with a condom full of semen and a trash can. So, what I'm going to do now is I'm going to call my bank. I'm going to dispute the charge. Because I'm not going to pay for this and then hope I get my money back.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"Well, I've been calling all morning and they don't pick up. It rings and rings. It rings for about five minutes. And then it hangs up. There's no message. So, 2 p.m., what time is it where you are? Or where they are? A.m. or p.m.? 11 p.m. where you are. It's 11 p.m. where they are?... So, that's why. I'm not going to have you contact them because it won't work. I'm going to call my credit card company. I'm going to explain the situation and I'm going to register ITM as a non-responsive company who just took my money.\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"You know, I've done that. I've done that. They don't respond. I've called. They don't pick up.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"I advise you that they're not picking up the phone and they hang up.\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Well, I've been calling all morning and they don't pick up. It rings and rings. It rings for about five minutes. And then it hangs up. There's no message.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"You transferred me to Concierge, correct?\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"This is ridiculous. I'm going to call my bank. I'm going to dispute the charge. Because I'm not going to pay for this and then hope I get my money back. I've already paid for it. I've charged for my credit card and now I have to pay for it. And I'm getting nothing but monkey business from ITN. So, what I'm going to do after I get off the phone, I'm going to call my bank. I'm going to dispute the charge and they will credit my account and then you and my bank can work it out. Because I'm not getting any professional help from ITN. This is ridiculous.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"I'm not going to have you contact them because it won't work. I'm going to call my credit card company. I'm going to explain the situation and I'm going to register ITM as a non-responsive company who just took my money.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I've done that. I've done that. They don't respond. I've called. They don't pick up. okay so actually the service okay\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"I'm going to call my bank. I'm going to dispute the charge. Because I'm not going to pay for this and then hope I get my money back. I've already paid for it. I've charged for my credit card and now I have to pay for it. And I'm getting nothing but monkey business from ITN. So, what I'm going to do after I get off the phone, I'm going to call my bank. I'm going to dispute the charge and they will credit my account and then you and my bank can work it out. Because I'm not getting any professional help from ITN. This is ridiculous.\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"True\", \"quotation\": \"Because I'm not going to pay for this and then hope I get my money back. I've already paid for it. I've charged for my credit card and now I have to pay for it. And I'm getting nothing but monkey business from ITN. So, what I'm going to do after I get off the phone, I'm going to call my bank. I'm going to dispute the charge and they will credit my account and then you and my bank can work it out. Because I'm not getting any professional help from ITN. This is ridiculous.\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Well, I've been calling all morning and they don't pick up. It rings and rings. It rings for about five minutes. And then it hangs up. There's no message.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"So, what I'm going to do now is I'm going to call my bank. I'm going to dispute the charge. Because I'm not going to pay for this and then hope I get my money back. I've already paid for it. I've charged for my credit card and now I have to pay for it. And I'm getting nothing but monkey business from ITN. So, what I'm going to do after I get off the phone, I'm going to call my bank. I'm going to dispute the charge and they will credit my account and then you and my bank can work it out. Because I'm not getting any professional help from ITN. This is ridiculous.\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"True\", \"quotation\": \"I'm going to call my credit card company. I'm going to explain the situation and I'm going to register ITM as a non-responsive company who just took my money.\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"I was asking are you currently at the hotel okay\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hey, Buckworth. This is Dave Gordon.\"}], \"metadata\": {\"master_call_id\": \"call-E6-1710622553.70270\", \"call_id\": \"call-E6-1710622553.70270-8\", \"start_time\": \"2024-03-16T20:55:53.000000Z\", \"EndTime\": \"2024-03-16T20:55:53Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bartosz\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1710622553.70270-8\"}"}, {"id": "8218af88217d4d41bd676893efe0acc2", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"So, which of the do you want to change so I can check for you? Instead of landing in DFW, I need to go from San Francisco to Phoenix.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for coming to the Nature Ticket customer support. My name is Corentin.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"Oh, if you don't mind, maybe you have my direct line and my name now, so I could just drop the call, run a quick search and then give you a call back.\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"So, which of the do you want to change so I can check for you? Instead of landing in DFW, I need to go from San Francisco to Phoenix. Phoenix, Arizona instead.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Just in case you get disconnected, I'd like to give you my direct line so you'll be able to call me directly instead of waiting on the queue.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Just in case you get disconnected, I'd like to give you my direct line so you'll be able to call me directly instead of waiting on the queue.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for coming to the Nature Ticket customer support. My name is Corentin. Can I assist you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"Can you make sure I land there on the 20th?... Make sure I land there on the 20th as well.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"Just in case you get disconnected, I'd like to give you my direct line so you'll be able to call me directly instead of waiting on the queue.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Oh, if you don't mind, maybe you have my direct line and my name now, so I could just drop the call, run a quick search and then give you a call back. Okay, yeah, that would be great, thank you.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Just in case you get disconnected, I'd like to give you my direct line so you'll be able to call me directly instead of waiting on the queue.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Thank you very much. Do you need my travel care service number?\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": false, \"quotation\": null}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Corentin.\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710177893.509579\", \"call_id\": \"call-E2-1710177893.509579-3\", \"start_time\": \"2024-03-11T17:24:53.000000Z\", \"EndTime\": \"2024-03-11T17:24:53Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1710177893.509579-3\"}"}, {"id": "6bacf3a44956495abdbc70d4ca02b49e", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I will transfer your call to my customer service and you will be, they will be handling with this option.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"I will transfer your call to the customer service of our each applicants. So they will handle this for you.\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"A flight change means like change of time or something.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"Yeah, but I didn't, I didn't, I didn't, I didn't see any change in that.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"I don't understand what you mean by that. A flight change means like change of time or something.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"Okay. Bhumi, like, I will transfer your call to my customer service and you will be, they will be handling with this option.\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah, but I didn't, I didn't, I didn't, I didn't see any change in that. But you guys, I mean, I\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. Hello Sam. Hey, Bhumi.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Yeah, but I didn't, I didn't, I didn't, I didn't see any change in that. But you guys, I mean. So I don't know. So I checked. I don't know.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I will transfer your call to the customer service of our each applicants. So they will handle this for you.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"True\", \"quotation\": \"I will transfer your call to the customer service of our each applicants. So they will handle this for you. will clear all your doubts. Please stay on the line.\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Yeah, but I didn't, I didn't, I didn't, I didn't see any change in that. But you guys, I mean, I So I don't know. So I checked. I don't know.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I received the notification that my flight is going to be slightly, a slight change. But I didn't see any slight change. Can you let me check? I don't understand what you mean by that.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"I will transfer your call to my customer service and you will be, they will be handling with this option. Okay. Okay. Excuse me? All good. I will transfer your call to the customer service of our each applicants. So they will handle this for you.\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"I will transfer your call to the customer service of our each applicants. So they will handle this for you.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E1-1710434295.1153088\", \"call_id\": \"call-E1-1710434295.1153088-15\", \"start_time\": \"2024-03-14T16:38:15.000000Z\", \"EndTime\": \"2024-03-14T16:38:15Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Corinthian\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1710434295.1153088-15\"}"}, {"id": "d17d2caf272448f6bdc7bbd7b26f1c6e", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So, what I'll do, I'm just answering your call to Customer Care, ma'am. They will be able to get the itinerary and they will be able to help you out in each and every case, okay?\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Ticket.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Okay. You need the assistance with your existing tickets, right?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"I have to speak. Okay.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm a traveling person, and I tell you I need some seats, specific seats, and I call American Airlines, and this is not good. Also, I for main class, and he puts only in the main.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Ticket.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I'm a traveling person, and I tell you I need some seats, specific seats, and I call American Airlines, and this is not good.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm a traveling person, and I tell you I need some seats, specific seats, and I call American Airlines, and this is not good. Also, I for main class, and he puts only in the main.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"I'm a traveling person, and I tell you I need some seats, specific seats, and I call American Airlines, and this is not good.\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"So, what I'll do, I'm just answering your call to Customer Care, ma'am.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710718732.21931\", \"call_id\": \"call-E4-1710718732.21931-2\", \"start_time\": \"2024-03-17T23:38:52.000000Z\", \"EndTime\": \"2024-03-17T23:38:52Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Ebenezer\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710718732.21931-2\"}"}, {"id": "29e84d4fd21c40f4bdcccdebd1984a00", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"Hello, my name is Anteope and I'm looking for a visa ticket regarding a flight request New York to Kochi.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Am I speaking to BG?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"Do you have any airline preferences?\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes, that's why I'm calling, calling you.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, my name is Anteope and I'm looking for a visa ticket regarding a flight request New York to Kochi.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Let me check your bills for you...I want you to hold on the line while I search for the flight options.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"Okay, great. So, let me check your bills for you. Okay. How much is it? This might take two or three minutes and I want you to hold on the line while I search for the flight options. Is that okay?\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"Do you have any airline preferences?\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, my name is Anteope and I'm looking for a visa ticket regarding a flight request New York to Kochi.\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710614547.25204\", \"call_id\": \"call-E7-1710614547.25204-3\", \"start_time\": \"2024-03-16T18:42:27.000000Z\", \"EndTime\": \"2024-03-16T18:42:27Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bartosz\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1710614547.25204-3\"}"}, {"id": "a4f7b034a47b44eebdce8e03a9c0993d", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, let me try and transfer you to C-Suite Inc. Okay? Give me a minute.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ATAP to get my customer support. My name is Akata. How may I help you today?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Thank you for calling ATAP to get my customer support. My name is Akata. How may I help you today?\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"Okay, let me try and transfer you to C-Suite Inc. Okay? Give me a minute.\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Thank you for calling ATAP to get my customer support. My name is Akata. How may I help you today? I'm calling Seattle today. I'm today. Sorry? Calling Seattle. The chicken today?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello? Can you hear me? Hello, how are you doing?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"The customer is complaining that the previous agent hung up the call: 'Calling Seattle. The chicken today?'\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Can you hear me? Hello, how are you doing? Yeah, I can hear you. Can you hear me? Yes, I can hear you. Thank you for calling ATAP to get my customer support. My name is Akata. How may I help you today? I'm calling Seattle today. I'm today. Sorry? Calling Seattle. The chicken today?\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, let me try and transfer you to C -Suite Inc. Okay? Give me a minute.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Thank you for calling ATAP to get my customer support. My name is Akata. How may I help you today?\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Thank you for calling ATAP to get my customer support.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Thank you for calling ATAP to get my customer support. My name is Akata.\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710437565.49909\", \"call_id\": \"call-E7-1710437565.49909-6\", \"start_time\": \"2024-03-14T17:32:45.000000Z\", \"EndTime\": \"2024-03-14T17:32:45Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bartosz\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1710437565.49909-6\"}"}, {"id": "7240edea37d549d7beb69bb59196334f", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, my name is Kalani and I'm calling from ASAP Ticket regarding the request for a flight.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"I'm calling from ASAP Ticket regarding the request for a flight.\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Libo, just one more thing. I'll just confirm your email address so that I know that I have the right one so that I can send the quotes out there. Is that okay? you can send for me what you found, Okay. Okay. So, okay? your email address that we have in our system is L for Lima, Y for Yankee, U for Uniform, D for Bravo, O for Oscar, D for Victory, M for Moscow, Yeah, O for Oscar. you go to multkoskiyaho.com.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello? Hello, my name is Kalani and I'm calling from ASAP Ticket regarding the request for a flight. Am I speaking to Lubo?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"I'll see the dates.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"I'm sorry. I'm sending my contact information on your email. All right? So, just in case okay, you want to contact me, I have sent an email with my contact details, my direct line number, and I have my email address. So, you can reach me at that. All right?\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"maybe in the computer I have their information, mine, because last year, before last year, I ordered with this, a sub-ticket.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"I'm calling from ASAP Ticket regarding the request for a flight.\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - 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Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710538393.1488261\", \"call_id\": \"call-E2-1710538393.1488261-2\", \"start_time\": \"2024-03-15T21:33:13.000000Z\", \"EndTime\": \"2024-03-15T21:36:19Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Antiope\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1710538393.1488261-2\"}"}]