[{"id": "99064c6d33244ab4803893621d9bc0d8", "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? Tell them that you want to change the return flight on the 19th, 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, 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\": \"NA\"}, {\"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 remember your mom booked the ticket last... Thursday night, I think.\"}, {\"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 we have, we bought a ticket. My mom actually bought the ticket for us. And we want to change the date and the time, if it's possible, for like, maybe like Marissa\"}, {\"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,\"}, {\"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 we have, we bought a ticket. My mom actually bought the ticket for us. And we want to change the date and the time, if it's possible, for like, maybe like Marissa\"}, {\"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\": \"So we have, we bought a ticket. My mom actually bought the ticket for us. And we want to change the date and the time, if it's possible, for like, maybe like Marissa. Uh, I would like to know the name of your mom. Bagheesa.\"}, {\"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, Okay. uh, 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": "15e2df53057840138042f242b7e1802a", "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, 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\": \"He told me to give you guys a call because he can finally a resolution for my problem.\"}, {\"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\": \"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\": \"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\": \"And he told me to give you guys a call because he can finally a resolution for my problem.\"}, {\"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. I have the ICM confirmation number.\"}, {\"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\": \"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\": \"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 want me to transfer it to the person who works for six months\"}, {\"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 the gentleman just emailed me back. 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\": \"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'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\": \"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 told me to give you guys a call because he can finally a resolution for my problem.\"}, {\"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\": \"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\": \"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": "cb289249aaf844b380f6a18232088f6d", "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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"None\", \"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\": \"True\", \"quotation\": \"requests to speak to a manager or a supervisor.\"}, {\"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\": \"NA\", \"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. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"NA\", \"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\": \"NA\", \"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\": \"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\": \"None\", \"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\": \"NA\", \"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\": \"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\": \"NA\", \"quotation\": \"None\"}, {\"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-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": "60f3bc8557f94ac3824c97a47572cbd0", "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 your personal copy manager. Let me take a look at your flight 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\": \"True\", \"quotation\": \"So, you want a flight from Halifax to Jeddah. 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\": \"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\": \"I'm your personal copy manager. Let me take a look at your flight request.\"}, {\"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\": \"Hi, this is Ibrahim.\"}, {\"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? What's the date? Did you see the GSM? It says it's 18th 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\": \"Uh, I can't understand you because the voice is breaking. Is this your personal number? Uh, 782-882-1313. okay. And if you call on this number, okay? I'm calling you now. I'm calling you on this number right away. Thank you. Okay, uh, I can, I can hear you from here. now. Could you please speak a little bit louder? Let's see what happens.\"}, {\"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 calling you. I'm calling you on this number. Okay. Do you have another number? Okay, no problem. I'm calling you on this number, right?\"}, {\"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, I can't understand you because the voice is breaking. Is this your personal number? Uh, 782-882-1313. okay. And if you call on this number, okay? I'm calling you now. I'm calling you on this number right away. Thank you. Okay, uh, I can, I can hear you from here. now. Could you please speak a little bit louder?\"}, {\"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\": \"Uh, I can't understand you because the voice is breaking.\"}, {\"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 Hakoda from ASAP Tickets.\"}], \"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": "caca50eabc094f698254d4ba92761040", "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 may know where did you put the ticket from I yes I have booked that ticket from Ozo something uh app and I got the I think you have called the wrong agent it I think you called the wrong agency this is if happy here\"}, {\"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\": \"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\": \"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\": \"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. I'm not sure with the dates now so can we keep the ticket on hold like or something open 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'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\": \"True\", \"quotation\": \"I think you called the wrong agency this is if happy here because my when I contact the air India they told me you have to contact on this number this is a travel agent oh I'm really sorry I think they will refer you to the wrong number please do try googling this for Ojo this is Eric's app thanks\"}, {\"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 oh I'm really sorry I think they will refer you to the wrong number please do try googling this for Ojo this is Eric's app thanks\"}, {\"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 really sorry I think they will refer you to the wrong number please do try googling this for Ojo this is Eric's app thanks\"}, {\"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": "0ed6b6c0bffa406a833f3564102d7492", "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 supposed to depart on the 3rd day of March from New York going to Florida. 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\": \"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 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?\"}, {\"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 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\": \"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\": \"April, who takes, like, a month vacation from New York to Florida? No, May. it was supposed to be May 3rd, not, I mean, April 3rd, not May 3rd. That was a mistake, and he, he knows it very well.\"}, {\"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, I, so, when I checked, I'm like, I can't believe it. It's May 3rd, like, that's, that's wrong. Okay. I'm so sorry for the noise. No, it's okay. I mean, things happen, I understand.\"}, {\"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\": \"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 you're supposed to return on the 3rd of May back to New York on Greece Airlines. Mm-hmm. Yeah, it was April, yeah, that was a mistake. April, who takes, like, a month vacation from New York to Florida? No, May. it was supposed to be May 3rd, not, I mean, April 3rd, not May 3rd.\"}, {\"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, 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. 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? Like, it's, I'm sorry.\"}, {\"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 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?\"}, {\"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\": \"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\": \"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 give you a call on the\"}, {\"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'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?\"}, {\"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, I, so, when I checked, I'm like, I can't believe it. It's May 3rd, like, that's, that's wrong.\"}, {\"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 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\": \"Okay, I see the name of the agency. Bachelor's. Okay. Okay. 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 Okay. don't want to be surprised like I really want to just figure out what's going on and no 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\": \"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 applying to get customer support. My name is Akansha.\"}], \"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": "fa42d92e5a6d43928381ba974ac904d1", "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\": \"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\": \"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. I'll transfer you 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\": \"Uh, you just tried to transfer me and I guess it didn't work. Maybe the agent I transferred it to is not available.\"}, {\"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\": \"True\", \"quotation\": \"I guess it didn't work. Maybe the agent I transferred it to is not available.\"}, {\"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\": \"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\": \"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.\"}, {\"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-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": "fec1f3b85bf44f1783c1a1dd422150ff", "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\": 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\": \"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.\"}, {\"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, 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\": \"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\": \"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\": \"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\": \"Sorry, please can you give me the confirmation number? Okay. 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\": \"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\": \"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\": \"Hey, uh, I'm calling because I want to make a change about the date of my return.\"}, {\"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\": \"Welcome and thank you for calling ASAP to get customer support. My name is Akansa. How may I help you today?\"}, {\"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, 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\": \"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": "29fb581c4f67463b83e18bd68c83bf0e", "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\": \"Ah, ganito na lang, ma'am. 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\": \"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 Rekawa from Ace of Tickets. 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\": \"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\": \"False\", \"quotation\": \"inhindi pa muna i-cancel kinatanong ko pa lang\"}, {\"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 let them know. hindi pa kinatanong ko pa lang, hindi pa sigurado gusto ko lang malaman kung anong consequences, Ah, okay. kung may consequences ba kung ano\"}, {\"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\": \"And let them know. hindi pa kinatanong ko pa lang, hindi pa sigurado gusto ko lang malaman kung anong consequences\"}, {\"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\": \"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. Nakapunta ka yung ano, no?\"}, {\"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\": \"Wait lang, Bumili ba siya? sinuho sila?\"}, {\"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\": \"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\": \"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?\"}, {\"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\": \"May interest daw siya. Wait lang, Bumili ba siya? sinuho sila?\"}, {\"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\": \"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\": \"Ah, hindi pa kinatanong ko pa lang, hindi pa sigurado gusto ko lang malaman kung anong consequences...Hmm. Tawagan mo na ako ulit, ha?\"}, {\"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\": \"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\": \"True\", \"quotation\": \"Ma 'am, hindi po kita marinig, ma 'am.\"}, {\"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\": \"Ah, sige. Ikaw kinikita ngayon doon. ah sige, sige, sige Sige. Sayon na lang yun lang. itok\"}, {\"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\": \"Ah, in case of it's Cal. huwag mo muna i -cancel kinatanong ko pa lang\"}, {\"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 Rekawa from Ace of Tickets.\"}], \"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": "4dabc1d51fe4494483e849368828cac4", "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 give you my direct line. Yes, my name is Koryntian. Okay. Can you spell for 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\": \"True\", \"quotation\": \"My name is Koryntian from RCC 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\": \"you for calling app to get customer support. My name is Koryntian from RCC 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\": \"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 for calling app to get customer support.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"you for calling app to get customer support. My name is Koryntian from RCC 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\": \"Yeah, actually, going back, actually, I'm leaving on 18, which is fine, but is it possible that they could change, extend maybe a couple of days, one or two days max? Two days, Okay. maybe. So, how much? Yeah. So you're coming back. Right, It's supposed to be the 25th and you want to change it to 1 or 2 days. that's fine. That's 26th or 27th Yes, yes. of March.\"}, {\"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, let me give you my number for the, it is minute. Where is my number? Oh, just checking the site, I guess.\"}, {\"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\": \"And I purchased the customer care service, so there shouldn't be any penalty for the changing.\"}, {\"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 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\": \"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\": \"you for calling app 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\": \"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\": \"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\": \"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": "0e4b7ebd953d432384041185f8261edc", "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 yes can I take the call on hold for a couple of minutes and then I'm Uh-huh. 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\": \"thank you for playing a certificate customer support my name is I'm not with you today for What's your name?\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"I just want to see if I can get a price for the flight.\"}, {\"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 just want to see if I can get a price for 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\": 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\": \"Well, she normally book flights for me. that's in the sales department you\"}, {\"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'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 yes Oh, you don't see anybody by the name Sharmell V, right? Would you like to book a flight okay-H -E -R -M -E -L. I just want to see if I can get a price for the flight. not not shaman shamel you say not shaman sorry Yeah, Sharmell. S -H -A -R -M -E -L. V. let me yes can I take the call on hold for a couple of minutes and then I'm Uh -huh. trying to find out and then back to 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'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 yes Oh, you don't see anybody by the name Sharmell V, right? you like to book a flight okay-H -E -R -M -E -L. 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 just want to see if I can get a price for the flight. not not shaman shamel you say not shaman sorry Yeah, Sharmell. S -H -A -R -M -E -L. V. let me yes can I take the call on hold for a couple of minutes and then I'm Uh -huh. trying to find out and then back 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\": \"can I take the call on hold for a couple of minutes...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\": \"I'm a customer service service yes customer support Yeah. I need somebody in Sears. [...] Can I ask that? I'm going to call.\"}, {\"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 can't find the agent Sharmell system but Okay. I'm wondering if she's still there. I can try maybe check in another this around and maybe send an email up in them to call you 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 can't find it in here is that from the sales department or She's in Crosstown. Well, she normally book flights for me. Okay. Right. I can't find it right now. Oh, you can't find that. Right. Right. I don't know what the V stands for. I can't find the name. Oh, you don't see anybody by the name Sharmell V, 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\": \"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\": \"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\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"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": "1f2ea06afa6c45878480db6c57d019e8", "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 agent I transferred it to, he didn't let me transfer it to someone else.\"}, {\"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\": \"Can I say something to you? What's up?\"}, {\"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\": \"the agent I transferred it to, he didn't let me transfer it to someone else.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Can I say something to 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\": \"We love you. no, it's, it's coincident already, the agent I transferred it to, he didn't let me We love you.\"}, {\"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,  it's,  it's  coincident  already,  the  agent  I  transferred  it  to,  he  didn't  let  me We  love  you.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Okay. Fine. Um, We love you. God bless you. Can I say something to you? What's up?\"}, {\"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\": \"the agent I transferred it to, he didn't let me We love 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\": \"he didn't let me transfer it 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\": \"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 let me transfer it to someone else.\"}, {\"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 agent I transferred it to, he didn't let me transfer it to someone else.\"}, {\"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 agent I transferred it to, he didn't let me transfer it to someone else.\"}, {\"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 say something to you? What's up?\"}, {\"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 agent I transferred it to, he didn't let me transfer it to someone else.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"the agent I transferred it to\"}], \"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": "18e5d5558466483484c09baebb79a505", "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 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\": \"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\": \"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\": \"much for telling me to take this comment, it's not me I hate you. Hi, my name is Amy. I'm calling from my mother. She has this ticket from Atlanta to San Diego and she wants to reschedule her flight.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hi, my name is Amy.\"}, {\"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 has this ticket from Atlanta to San Diego and she wants to reschedule her flight. 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\": \"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\": \"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\": \"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-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": "fd29687c2d30453085296766d261d4d8", "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, maybe you can help me here, What did you say? 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\": \"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.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, can you help me confirm the first and last name on the reservation?\"}, {\"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, can you help me confirm the first and last name on the reservation?... And please, for security reasons, can you confirm the phone number?\"}, {\"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. Call her 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\": \"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\": \"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\": \"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\": \"I said maybe you can help me. Okay, no problem. Yeah. Okay, no problem. What's the issue? The issue was that there was a lot of issue on the road. I had an accident, so I came and I missed my flight. So what do we do here? Okay, I'm so sorry. Please give me your confirmation number. My confirmation number? Yes, we have it. Please give me. Yeah. KZB, KZ, Zebra, B, Boy, 20Q. I Okay, please give me a minute. Let me check. don't have to go today, though, you know. I'm just getting from the airport.\"}, {\"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\": \"The issue was that there was a lot of issue on the road. I had an accident, so I came and I missed my flight. So what do we do here? Okay, I'm so sorry. Please give me your confirmation 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\": \"True\", \"quotation\": \"You sure you'll call, you'll call me back today? I'm calling. Yes, yes, I'll call you back to do the Okay, please. Okay. All right. All right. Okay. Sorry you missed your flight. 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\": \"True\", \"quotation\": \"I'm calling. Yes, yes, I'll call you back to do the\"}, {\"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 tried to describe you to Parisiana, but maybe she's not gonna speak, so the call came back to me. Call her 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\": \"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": "e44003e8f79242d585f252eb497585c4", "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, uh, your name sir Brian, B -R -I -N, Sanchez, S -A -N -C -H -E -G. A N okay S -A-N-C-H -E -G. and you're looking flight from okay Atlanta, Georgia? and what are your travel dates and\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"and 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 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\": \"True\", \"quotation\": \"and what are your travel dates and Uh, tomorrow, actually.\"}, {\"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\": \"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\": \"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": "1ec8a089e5d24b11874093e5691e5edc", "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\": 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\": \"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 - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"True\", \"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\": \"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\": 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\": \"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\": \"Hello, and thank you for calling. For training purposes, your call may be monitored and or recorded.\"}, {\"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": "2255a15e19a648b987834d30bdf189be", "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 let me give you my direct line then once I'm logged in I'll give you a call back how about that 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 thank you for calling it up customer support just Hello. Hi. Good morning. My name is Augustine.\"}, {\"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, you can call back today. Same number. let me give you mine let me give you mine so you don't have to call and wait on the general line in case you feel like calling back you could just come in directly I'll try to fix it and give you One second.\"}, {\"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\": \"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... hello thank you for calling it up ticket customer support... I don't know how long it will take... okay so let me give you my direct line then once I'm logged in I'll give you a call back... let me give you mine so you don't have to call and wait on the general line in case you feel like calling 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  it  up  customer  support  just Hello.  Hi.  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\": \"True\", \"quotation\": \"hello you are don't call me 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\": \"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 you hear me 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 They are going to do the same thing. It's going to take long, long 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\": \"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. It's going to take long, long time. Hi. okay so let me give you my direct line then once I'm logged in I'll give you a call back how about that 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 instead of keeping it that function if you don't mind I don't know how long it will take...so let me give you my direct line then once I'm logged in I'll give you a call back how about that okay...I'll call you back as soon as I fix this thank you very 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\": \"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 instead of keeping it that function if you don't mind I don't know how long it will take\"}, {\"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 just Hello. Hi. Good morning. 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\": \"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 trying to get the page open and it's kind of like not opening...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\": \"Hello. Hi. Good morning. My name is Augustine. My ticket number is 07. ... hello thank you for calling it up ticket customer support my name is Corinthians and I love to assist you just give me just a minute please thank\"}], \"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": "46f7a6e802ad45fc87c7a9ab8414fadc", "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\": \"-hmm.  Yep.  So,  um,  hang  on,  ICN,  ICN.  Hang  on,  I  couldn't  find  it.\"}, {\"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 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\": 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\": \"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\": \"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\": \"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\": \"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\": \"what are the new days you have in my for the return instead of 10th may you change it to may 15th\"}, {\"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 got lost on a zero seven nine seven zero five two nine nine six. yep, 2996893. two nine nine six. sorry, nine nine six. let's please let's have a fresh. 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\": \"True\", \"quotation\": \"I'll run a quick check on your request and I'll give you a call back, is that fine by you? ... I can call my direct line for you now, are you ready?\"}, {\"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 run it to check on your request and I'll give you a call back, is that fine by 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\": \"True\", \"quotation\": \"so my I can call my direct line for you now you ready ... 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\": \"I'll run a quick check on your request and I'll 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\": \"please  not\"}, {\"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 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": "94cfda2105834d4d8a155bd13ee1382a", "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 got copies. Wow! Is this... ...Lion? No, that's it. That's it. That's just Cooper and Henry.\"}, {\"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 copies. Wow! Is this... ...Lion? 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\": \"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 couldn't hear you clearly.\"}, {\"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\": \"No, that's it. That's it. That's just Cooper and Henry.\"}, {\"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, that's it. That's it. 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.\"}, {\"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. Okay can you hear me, Howard?\"}, {\"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? 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\": \"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\": \"No, I couldn't hear you clearly.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello? Hello? Hello? Hello, can I hear you?\"}], \"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": "7c9a1220bc0140748a6d1244e5305adc", "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\": \"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. Is that 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\": \"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\": \"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\": \"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 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\": \"I was trying to get a whole, yeah me to transfer you to the agent?\"}, {\"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. I talking to Liza and License. No, this is ASAP Ticket Customer Support General Alliance.\"}, {\"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 talking to Liza and License. No, this is ASAP Ticket Customer Support General Alliance.\"}, {\"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 was trying to get a whole me to transfer you to the agent?\"}, {\"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\": \"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. Is that OK?\"}, {\"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\": \"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\": \"Hi, thank you for calling ASAP Ticket Customer Support. My name is Ebenezer. Hello. 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. what's your name uh Yes, my name is Ebenezer.\"}, {\"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, thank you for calling ASAP Ticket Customer Support. My name is Ebenezer.\"}], \"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": "a459ae13e6bb44c48b02dc867001b64e", "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. Bhumi, like, 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. will clear all your doubts. Please stay on the 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\": \"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\": \"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.\"}, {\"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\": \"Hello. Hello Sam. Hey, Bhumi. How are you? I'm good, Bhumi. How are you? Good. 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. A flight change means like change of time or something. 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. Okay. Can you check again from your side? Okay. Bhumi, like, 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. will clear all your doubts. Please stay on the line. Okay. Okay. Okay. Thanks for understanding, Bhumi. Please stay on the line. I'm transferring your call. Yeah. Transfer.\"}, {\"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 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?\"}, {\"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, I 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 my customer service and you will be, they will be handling with this option.\"}, {\"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.\"}, {\"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\": \"A flight change means like change of time or something. 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\": \"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.\"}, {\"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 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\": \"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.\"}, {\"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 my customer service and you will be, they will be handling with this option.\"}, {\"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 don't understand what you mean by that. A flight change means like change of time or something. 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\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710444965.93724\", \"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": "ea7721b44f6942b38b7cff01f14ded10", "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 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\": \"True\", \"quotation\": \"The sales general line? I get that.\"}, {\"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 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\": \"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 try one more time. It doesn't work well.\"}, {\"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 just called the general line. The sales general line?\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"you call the general line earlier for the sales?\"}, {\"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\": \"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\": \"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\": \"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\": \"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\": \"Let me try one more time. 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-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": "1283cdd540cc4ca98b8cb9fb20c6f66e", "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\": \"so check the price uh you want the airport okay December 21. December 21. December 21. airport is iad 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 December m m n l m 21. December m n m n. 21. and arrow manila yeah yes also website as a as a ticket so from the other side okay asappk .com okay yeah i hear from my friends uh about this uh website how much one okay so just give me a a few second 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 uh top like how many stop you want to in your trip one one stop okay so this is to be or like legend of victory on the then a tenure and it is one one stop\"}, {\"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\": \"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\": \"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\": \"oh oh you're saying tickets you're you're selling tickets to the philippines\"}, {\"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  yeah  yeah  yeah  yeah  yeah  yeah  yeah  yeah  yeah  yeah  yeah  yeah  yeah  yeah December m  m  n  l  m 21.  December m  n  m  n. 21.  and  arrow manila  yeah yes also  website as  a  as  a  ticket  so  from  the  other  side  okay asappk .com  okay  yeah  i  hear  from  my  friends  uh  about  this  uh  website  how  much  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\": \"You said those price are in a september flight. Right, right. We have that offer super stable sale. So, this deal is coming. will activate like if you are booking for the September month, minimum for the three days and like minimum people, two people will travel and round trip.\"}, {\"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 this 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\"}, {\"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\": \"Dialogue? No, actually I can speak English only. So, you want to speak in dialogue? oh oh you're saying tickets you're you're selling tickets to the philippines you don't speak tagalog that's okay so okay i see\"}, {\"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\": \"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 didn't sign. Yes, Tony. 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 or Actually, so let me tell you what happened.\"}, {\"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, this is to be or like legend of victory on the then a tenure and it is one one stop\"}, {\"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 uh top like how many stop you want to in your trip one one stop okay so this is to be or like legend of victory on the then a tenure and it is one one stop\"}, {\"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. How may I help you?\"}], \"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": "4911c147b6b841f98be07bd48ad0b484", "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 sir where do you want to travel from from Iowa to New Jersey. from where sir may I know New 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\": \"Hello. yeah hi this is hoover this side coming from ASAP tickets how can I help you sir\"}, {\"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\": \"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 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... 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": "dfe8167a3a634df88c7ffd77d4bd6337", "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 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\": \"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'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... Do you know the name of the agent you spoke with?\"}, {\"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? 168.\"}, {\"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. So it should be in a profile based on my phone number or something.\"}, {\"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\": \"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'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\": \"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 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\": \"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.\"}, {\"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-E3-1710704168.83074-3\", \"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": "2345db1c3ba045ad8ced512eb1e8f6a3", "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\": \"Thank you, sir. Because, 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\": \"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\": \"True\", \"quotation\": \"this is ciclone from asap tickets uh\"}, {\"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, I already have a ticket. I want my return ticket from Ottawa to Manila to be cancelled and be refunded to my account. have you talked to our customer service 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\": \"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\": \"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\": \"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\": \"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\": \"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. this is ciclone from asap tickets uh From what?\"}, {\"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 talked to a woman, Gabriel, I 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.\"}, {\"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, the agent did not ask about travel dates from the customer. The conversation primarily focused on the customer's request for a refund and transfer to customer service.\"}, {\"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. So, can you help me to connect?\"}, {\"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 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\": \"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. Can you help me to connect with the consumer service who can assist 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\": \"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, 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\": \"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, there is no mention or indication in the text that the agent asked the customer about Car Rental requirements or offered Car Rental Services.\"}, {\"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\": \"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\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Ah, my name is adam because your phone number is given name is not there okay.\"}], \"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": "1864938acb9e4b6f8d06b1af014dab98", "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\": 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\": \"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\": null}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, Thank you. 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\": 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\": null}, {\"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\": 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\": \"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 - 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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 - 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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\": \"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, 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\": \"None\"}], \"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": "d3036d313e2745bc8e24ecdefc69123b", "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 what date do you... You're looking to book new dates, right? ... Okay, I said you would like to depart from New York and you're going to Lagos? Yeah. No, Okay. I'm not going to go to Nigeria. I'm going to use this ticket to go to 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. 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\": \"Okay, so what date do you... You're looking to book new dates, right? ... Okay, so I'm looking at, hold on, let me just go back and double check something here. May 23rd to June. June 1st. Okay. So you like to keep the cities, 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\": \"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\": \"No, Okay. I'm not going to go to Nigeria. I'm going to use this ticket to go to Tanzania. Okay, time to... Okay. No, Okay, no problem.\"}, {\"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 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\": \"Oh, I'm sorry. I'm sorry. Can you hear me better now? Much better. You are too far. Oh, I'm sorry. I'm sorry. My apologies. 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\": \"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, please give me the number. That's what she said to me. Okay, all right, no problem. 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. 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\": \"Okay, I said you would like to depart from New York and you're going to Lagos? Yeah. No, Okay. I'm not going to go to Nigeria. I'm going to use this ticket to go to Tanzania. Okay, time to... Okay. No, Okay, no 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\": \"So, I have a ticket that's open. I want to use it before it expires.\"}, {\"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, 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.\"}, {\"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 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": "2d92f712e7794bc48e859b2378000821", "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\": \"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\": \"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\": \"True\", \"quotation\": \"Let me try again.\"}, {\"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\": \"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\": \"NA\", \"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\": 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\": null}], \"metadata\": {\"master_call_id\": \"call-E3-1710704168.83074\", \"call_id\": \"call-E3-1710704168.83074-10\", \"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-E3-1710704168.83074-10\"}"}, {"id": "a73fd571efcf4d49914947ab5944defa", "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.\"}, {\"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.\"}, {\"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\": \"Okay, no problem. I'll check the ticket details and I'll give you a call back to see what we can do.\"}, {\"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.\"}, {\"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, you want me to answer your 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\": \"I'll do that. No problem. Thank 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\": \"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\": \"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\": \"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 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\": \"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 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\": \"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\": \"True\", \"quotation\": \"Okay, no problem. I'll check the ticket details and I'll give you a call back to see what we can do. Okay? Okay, thank you. And remember, Gary, again. No problem. My name is Akata. chanter.\"}, {\"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 details and I'll give you a call back to see what we can 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\": \"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.\"}, {\"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 otherwise, I can help you cancel the reservation. 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\": \"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.\"}, {\"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": "999a5ce944d044c792dcc3e733e23048", "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. 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Just tell me what it is.\"}, {\"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\": \"True\", \"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. Okay. Just you 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.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. Hello. Yes. Yeah,\"}, {\"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? ... And what was on the 7th? 7th, April 7th. 10 April. ... And what the return date? Um, May, May 13th. May 13th or May 14th. May 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\": \"True\", \"quotation\": \"And do you want to include the check-in date? what? The check-in date? Check-in date? What's 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\": \"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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The check-in date? What's that? The luggage?\"}, {\"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 don't have a budget. Just tell me what it is.\"}, {\"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-E2-1710340920.943425\", \"call_id\": \"call-E2-1710340920.943425-3\", \"start_time\": \"2024-03-13T14:42:00.000000Z\", \"EndTime\": \"2024-03-13T14:46:48Z\", \"CallDirection\": \"Incoming\", \"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-E2-1710340920.943425-3\"}"}, {"id": "42942920c691431893eda07c10fd166d", "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\": \"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.\"}, {\"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 can you also tell me the travel dates of this flight? 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\": \"Yes, hi, Michael, I'm Chuck from ASAP Tickets. Who? Chuck from ASAP Tickets, A-S-A-P 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\": \"Can I, can I just confirm your email also so that I know if I'm, you know, when I send you the quote, what do you have for 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 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\": \"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.\"}, {\"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 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. 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\": \"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. 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? Yeah, hello, am I speaking to Michael?\"}, {\"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 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\": \"I'm sorry. You are saying 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.\"}, {\"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\": \"True\", \"quotation\": \"I'll get back to you before that.\"}, {\"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'm sorry... 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\": \"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.\"}, {\"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\": \"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 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\": \"Yeah, hello, am I speaking to Michael? Yes. 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": "c6dc0df4b519440a948037f192f3da53", "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\": \"For training purposes, 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\": \"True\", \"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 - 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\": \"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\": \"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\": \"False\", \"quotation\": \"None\"}], \"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": "90c3648a2eb54f209480b139d6bb6fdd", "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\": \"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.\"}, {\"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\": \"So we went up to the desk and said, we're not staying here. We want a refund. We a 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\": \"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\": \"and I got this from your concierge 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\": \"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. 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 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\": \"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 this Hi, this is Dave Gordon.\"}, {\"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\": \"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.\"}, {\"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\": \"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\": \"So we went up to the desk and said, we're not staying here. We want a refund. We a 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\": \"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\": \"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\": \"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 we went up to the desk and said, we're not staying here. We want a refund. We a 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\": \"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\": \"this is Bartosz\"}], \"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": "7e8e50f39c6c4460948dadecfb981928", "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 to talk to someone? no need, I'll just call 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\": \"Hello, thank you for calling ASAP to get 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\": \"Okay, no problem. I'm 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\": \"True\", \"quotation\": \"Okay, no problem. I'm here. . . . . was sitting there, and he was on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he was sitting on the floor, and he on the floor, and was on the floor, and he the and he was sitting on the floor, and he was sitting on the floor\"}, {\"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 to go back to the email first, 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\": \"True\", \"quotation\": \"Okay, you want to talk to someone? no need, 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 to the email first, okay.\"}, {\"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\": \"Okay, no, I'm not calling from Iceland or Cebu.\"}, {\"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, yeah, Hello, actually 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. 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\": \"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?\"}, {\"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, no problem. I'm here.\"}, {\"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\"}, {\"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\": \"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'll call back later then, maybe two hours, three hours more\"}, {\"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-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": "09d5b7efa3824db394a83e8ae2d156b3", "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.\"}, {\"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\": \"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\": \"Okay. As I can see from here, just give me a moment. The flight is on Turkish airline from on the 18th of March. Correct?\"}, {\"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,  wait. I'll  call you. Oh,  you  can  take  my  direct  phone  number.  hmm. Yeah. Yes.  Okay.  Uh,  my  direct  phone  number  then  just  give it  to  you.  Okay.  Because  I'll  be  working  on  your  request  right  now.\"}, {\"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 I confirm what? The names? Can you confirm the names?\"}, {\"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\": \"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\": \"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\": \"Sir, I already traveled from Chicago to Karachi already... I could give you the information, the IT number, ITN 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\": \"True\", \"quotation\": \"So the flight originally is 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? Yeah. Anytime after... Maybe... End of March, like March 28th, March 29th.\"}, {\"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?\"}, {\"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 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\": \"False\", \"quotation\": \"Okay. All right. That's fine. I'm checking. Just give me a moment. I'm with you. hmm. Hello. Are you still there? Yeah. Yeah, I'm here. Okay. I just want to tell you I'm with you. Just give me a moment. Okay. Can I put you on a brief for, for like 15 minutes? I'll be back shortly. Okay. 15 minutes? Or 10 minutes. Let me just say 10 minutes. Then I'll call back because you, Yeah. you know, sometimes these take a longer time because I want to get you the best option. But the thing is, you won't... Yeah. 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. Oh, you can take my direct phone number. hmm. Yeah. Yes. Okay. Uh, my direct phone number then just give it to you. Okay. Because I'll be working on your request right now. So just give me a moment. Okay. My direct phone number is 844-832-5837.-5837. So it's 844-832-5837. Mm hmm. Yes. Please do give me a call. Okay. Because I can't get a hold of you. Okay. Please do give me a call in the next 15 minutes. Okay. I'll call you back in 10 minutes. right. Sure. Definitely. Please do call me back. Okay. Okay. All right. Or you could send me an email, So I will, I will. and I'll call you whenever you're ready. Okay. All right. That's, uh, Okay? sure. You can, you can still call me in 10 minutes time. Okay. Mm Okay, I'll call you back in 10 minutes. All right. Thank you very much. Talk to you soon. Okay. Yeah. No problem. Bye-bye. Talk to you soon. Bye-bye. Bye. 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\": \"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. That's okay. Because I will quickly have to... Just turn the line on me. When it's maybe some time to put you on a brief.\"}, {\"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": "7fec727b51fd484d952e6bb0dfdf7961", "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. 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\": \"Is it the one you're looking for?\"}, {\"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'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\"}, {\"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\": \"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'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\"}, {\"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. 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\": \"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\": \"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\"}, {\"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 ask you what is the question about?\"}, {\"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 Concierge Services. My name is Yoko. How can I help you?\"}], \"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": "2127482743884add95716ae1c934044b", "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\": \"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\": \"Alright. I'm really sorry. 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\": \"True\", \"quotation\": \"Seems they're out almost easy, but we still have them outside\"}, {\"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\": \"True\", \"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\": \"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\": 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-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": "8cc79d5323b24a2895935425dcde39cb", "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. And it's just you. And you're using economy. Is that correct?\"}, {\"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. Yeah? 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\": \"Okay. When is a good time to call you back? Say it again. When is a good time to call you when you're less busy? No, I'm so busy. I'm not working. You can text me or send me an email. How much is it? That's it. Okay. Okay. Alright. So, Thank you. let me just confirm so that I can send you the options. You're traveling on March 22nd and coming back on March 24th. Thanks. Yes. And you're traveling from New York to Boston. Yes. And it's just you. And you're using economy. Is that correct? much is it? That's the price I'm looking for. How much is it? Okay. Let me just check. I have an option with JetBlue that is going for 136 And that's non-stop. Nonstop 136? Yes. For one person. Round trip? Yes. Don't shoot. And you leave through LaGuardia on the 22nd of March at 9 .15 a .m. and arrive in Boston the same day at 10 .27 a .m. And the travel time is... Yes? What time? You leave New York through LaGuardia Airport at... 9 .15 a .m. No, they don't have evening. And arrive in Boston at 10 .27 a .m. Afternoon. I So, afternoon. Okay. You need to arrive in the afternoon or you need to leave in the afternoon. want to leave afternoon. And is 1 .57 p .m. okay with you? No, night. Night time. You need... You want to leave at night. Okay. Let's see. I have an option for 10 p .m. Yeah. from JetScape. How much? And this one is going for $1 .56. Oh, too high. I'll call you tomorrow to see what can I do. Yes? Tomorrow. I'll call you tomorrow. Okay. Let me send you an email right now with my contact information so that you can get back to me on email or you call me. Is that okay? Yeah, I'll call you tomorrow. Yes, sorry. Yeah, you can text me. I'll send you the email. I'll call you tomorrow. Please go to... 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\": \"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\": \"This is Khadija. I'm calling from Asia Secret. In regards to a flight request that you left in 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\": 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'm calling from Asia Secret. In regards to a flight request that you left in our site.\"}, {\"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\": \"And 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. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"No, I'm so busy. You can text me or send me an email.\"}, {\"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\": \"Oh, too high. I'll call you tomorrow to see what can I do. Yes? Tomorrow. 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\": \"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\": \"True\", \"quotation\": \"Oh, too high. I'll call you tomorrow to see what can I do.\"}, {\"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 from Asia Secret. 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\": \"Okay. 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\": \"True\", \"quotation\": \"In regards to a flight request that you left on our site\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello? Hello. Hey, Marie. Yeah? This is Khadija. I'm calling from Asia Secret.\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710353530.44142\", \"call_id\": \"call-E7-1710353530.44142-2\", \"start_time\": \"2024-03-13T18:12:10.000000Z\", \"EndTime\": \"2024-03-13T18:16:22Z\", \"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-E7-1710353530.44142-2\"}"}, {"id": "879e796605cf46599637564694fe5d38", "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. That VIP department is with tickets that have travel protection on it.\"}, {\"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.\"}, {\"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\": \"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\": \"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 or offer of Hotel Accommodation in the text. The conversation solely revolves around the customer's query regarding cancellation of the flight and transfer to the VIP department for travel protection.\"}, {\"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\": \"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\": \"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\": \"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\": \"True\", \"quotation\": \"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\": \"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, sorry. You already have a booking with us?\"}, {\"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, 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\": \"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 transfer you over to that department because I am a travel agent just for booking you flights.\"}, {\"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-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": "4215c98006d14c85968b706c249dad0d", "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\": \"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\": \"Oh, I don't have it. Can you find it 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\": \"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\": \"True\", \"quotation\": \"Oh, I don't have it. Can you find it for 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\": \"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\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\"}, {\"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 tell me when to... She's supposed to be coming back the 19th of this month. Okay, so if you're ready, the call is over.\"}, {\"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, 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": "72612ebc7f67408d96f98f63723a8ca7", "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\": \"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\": \"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. Welcome and thank you for calling ASAP to get customer support. My name is Akonza. How may I help you today? Hi Rafaela, good evening. Good evening.\"}, {\"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\": \"True\", \"quotation\": \"Okay. I am checking with your name, so I have different reservations here, so I want to be sure I'm in the right one.\"}, {\"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\": \"I'll check and I'll get back to you. I'll see you in 30 minutes time.\"}, {\"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. So the change was May 1st, from Toronto to Lagos.\"}, {\"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\": \"Please give me a minute.\"}, {\"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": "431923c43ed7488a9763085b342cef00", "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\": null}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"\\u041f\\u0440\\u043e\\u0441\\u0442\\u043e \\u043d\\u0430 \\u0441\\u0430\\u0439\\u0442\\u0435 \\u0436\\u0435, \\u043c\\u043e\\u0436\\u0435\\u0442, \\u044f \\u0441\\u0430\\u043c \\u0441 \\u0441\\u0430\\u0439\\u0442\\u0430 \\u043f\\u043e\\u043c\\u043d\\u044e.\"}, {\"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\": \"\\u041f\\u0440\\u043e\\u0441\\u0442\\u043e \\u043d\\u0430 \\u0441\\u0430\\u0439\\u0442\\u0435 \\u0436\\u0435, \\u043c\\u043e\\u0436\\u0435\\u0442, \\u044f \\u0441\\u0430\\u043c \\u0441 \\u0441\\u0430\\u0439\\u0442\\u0430 \\u043f\\u043e\\u043c\\u043d\\u044e.\"}, {\"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\": \"\\u041f\\u0440\\u043e\\u0441\\u0442\\u043e \\u043d\\u0430 \\u0441\\u0430\\u0439\\u0442\\u0435 \\u0436\\u0435, \\u043c\\u043e\\u0436\\u0435\\u0442, \\u044f \\u0441\\u0430\\u043c \\u0441 \\u0441\\u0430\\u0439\\u0442\\u0430 \\u043f\\u043e\\u043c\\u043d\\u044e. \\u0425\\u0432\\u0430\\u043b? 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The ones you want to change to?\"}, {\"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. 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\": \"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\": \"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? 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\": \"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 the problem. I don't have the conference number. I don't remember anymore. Are you guys sending me an email or what? 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.\"}, {\"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\": \"True\", \"quotation\": \"So my name is Corinthian. really appreciate it That's my number that I gave you. 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. okay you have to put it up okay Corinthian. Corinthian. Yes. C -O -R. okay Yes. C -O -R -I -N -T -H -I -A -N. okay okay all right T -H -I -A -N. I got it thank you very much for have a good one okay Thank you very much. I'll call you back. Yes. Bye for now.\"}, {\"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. 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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. 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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": "abae7ee746f34490990dc9f7c882d4d5", "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\": \"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\": \"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\": \"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\": \"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 Gikamuru. Gika Moru uh Gikamuru. Oh, no, no, no. 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\": \"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 for calling your soft tickets my name is simple how can I help you\"}, {\"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 a problem with my partner.\"}, {\"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\": \"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\": \"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 have a problem with my partner.\"}, {\"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-E8-1710185825.46253\", \"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": "7a04b2b21504428e9984a09717901b52", "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 request my team which confirms the changes to give you a call 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\": \"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\": \"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 just wanted to follow up with you guys.\"}, {\"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 there. I received a phone call last night about my travel itinerary changing, so I just wanted to follow up with 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\": \"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, so I can see that earlier your flight was departing from, just one moment.\"}, {\"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, could you please confirm the name of both the passenger?...Okay, so I can see that earlier your flight was departing from, just one moment.\"}, {\"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. Okay. they will give you a call back and confirm the changes.\"}, {\"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 send the email and you will receive a call.\"}, {\"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 showing that the change of time which is at 2.54 pm. So instead of 215 PM, it's 254. That's correct.\"}, {\"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 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\": \"Thank you for calling ASAP Customer Support Team. My name is Balrajit. How may I assist you?\"}], \"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": "9f306e73c95745129abcc09b6e5dc482", "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\": \"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\": \"We purchased a flight, and we want to change the date, and they told us to talk to you guys.\"}, {\"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. We purchased a flight, and we want to change the date, and they told us to talk to you guys.\"}, {\"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 customer support my name is corinthian how may i assist you sorry\"}, {\"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\": \"Yes, the May 19th for the return flight. may 19th okay the change is only for the return flight right Yes.\"}, {\"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 there's two tickets, 0161000. that's the ticket sorry that's the secret number okay Ticket number is zero one six one zero zero zero this 729534, and then the other one that is 536. what's your name on the secret\"}, {\"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 let me give you my direct line so um i can run the check and 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\": \"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\": \"that's the ticket sorry that's the secret number okay Ticket number is zero one six one zero zero zero this 729534, and then the other one that is 536. what's your name on the secret I'm sorry. Kim your name on the secret and Victoria Dialla and Mia Theria Dialla. your date of birth pardon 9 -17 -1998. okay 9 -17 -1998 and November 20, 1996. thank you very much so you have the this you want to change your mind okay Yes, the May 19th for the return flight.\"}, {\"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 let me give you my direct line so um i can run the check and give you a call back so if you're ready to have my direct time i'll call it out for you 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\": \"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": "08cbc5ad465540919aeca226333b2248", "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\": \"N/A\", \"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\": \"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\": 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\": null}], \"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": "d2a8d5b45e37484c9b5e13ec7aec2fab", "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 I was looking for probably for a flight from Fargo North Dakota to Sarasota Florida-hmm let's see for May May 5th through May 11th 5th to May 11th okay\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"hi is Bernie hello this is Debraina calling from ASAP tickets calling from who 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 was looking for probably for a flight from Fargo North Dakota to Sarasota Florida-hmm let's see for May May 5th through May 11th\"}, {\"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'm sorry I was busy in meetings but that's why I didn't get to the phone sooner.\"}, {\"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 calling from who ASAP tickets hello a set ASAP\"}, {\"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\": \"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\"}, {\"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 didn't quite get the company you said you're from... I'm sorry I was busy in meetings but that's why I didn't get to the phone sooner.\"}, {\"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 so I'm gonna come up with some really good options for you so is it okay if I call you back in like 30 to 40 minutes\"}, {\"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 yeah thanks okay we might thank you for your time bye yep bye\"}, {\"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 yeah that'd be fine yep I'm sorry I was busy in meetings but that's why I didn't get to the phone sooner\"}, {\"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 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\": \"True\", \"quotation\": \"I don't want any Boeing airlines they're falling apart... hmm I would actually prefer to go Allegiant but they don't I don't think they fly to Sarasota Allegiant Airlines-hmm yeah I can check that if they do I'll let you know\"}, {\"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 sorry I was busy in meetings but that's why I didn't get to the phone sooner\"}, {\"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\": \"you're looking for a flight...oh you're looking for a flight ASAP...I'm looking for probably for a flight from Fargo North Dakota to Sarasota Florida...and yeah preferences is there any airline company that you prefer...I'll just wait to hear back from you then\"}, {\"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\"}], \"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": "381a6afaecab43319c52c579bad2bd0b", "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\": \"um let 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\": \"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\": \"I'm okay trying to cancel a ticket. This person is not feeling well; she went to the hospital.\"}, {\"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 I'm trying to cancel a ticket\"}, {\"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\": \"person me a little time my network is slow\"}, {\"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. 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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\": \"True\", \"quotation\": \"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\"}, {\"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 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 you have the ticket confirmation number with 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 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": "9e8b8ba06f9143509ceaec4ae23fe514", "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, leaving out of where? Which city? delhi to calgary that's\"}, {\"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 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\": \"no u.s flight sorry no u.s flight so it should not go to u.s connection should not be in u.s All right. I got it. So, basically, that is because of the visa condition.\"}, {\"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 u .s flight sorry no u .s flight so it should not go to u .s connection should not be in u .s\"}, {\"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 on call right now i'm gonna work for you right. I'm sending you, yeah you know, this option. It has two tickets left, it says.\"}, {\"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 put a request with us for a flight ticket?\"}, {\"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. I'm calling you, you know, about your flight request.\"}, {\"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, leaving out of Delhi this March and returning end of the August, correct? starting of august first two weeks of august August. Okay. All 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\": \"True\", \"quotation\": \"Is there any, you know, particular time to reach you back that, you know, for a call back? no no specific time day night but it doesn't matter right. Okay. All right. So, any other preferences?\"}, {\"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\": \"yeah i'm working right now that's why if you can send me an email there i can reach out 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\": \"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. Did you put a request with us for a flight 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\": \"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\": \"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 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": "34bf105abd8e4a8c9ced003ba304a99f", "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\": \"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\": \"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\": 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\": 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-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": "c8a1da5458f344739d283bff1ba8605d", "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. 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\": \"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, 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\": \"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\": \"True\", \"quotation\": \"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\": \"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 I'm trying to do it online, but they're charging. Usually it's free.\"}, {\"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.  Let  me  know  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\": \"Could you tell me the agent name? I'll try once and I'll let you know.\"}, {\"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. And 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\": \"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\": \"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 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\": \"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 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\": \"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, ma'am. My name is Brimston. Let me know how can I help you.\"}], \"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": "cd5f379a7db045899d2d33691cffbf29", "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\": \"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\": \"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\": \"If the person is not there, sure, yes, then the call will be directed back to me.\"}, {\"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 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\": \"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\": \"Yes, I transferred you but it seems this person is not available. But if you want I can transfer you one more 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\": \"True\", \"quotation\": \"I transferred but it seems she is not available...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\": \"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 transferred but it seems she is not available. [...] I said I transferred you but it seems this person is not available.\"}, {\"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\": \"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, 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\": \"Yes, I transferred you but it seems this person is not available. 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\": \"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\": \"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\": \"I transferred but it seems she is not available.\"}, {\"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 but it seems she is not available. 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\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"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\": \"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, I transferred but it seems she is not available.\"}], \"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": "cb4fdc58565640e79dab5b765c9bccb0", "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 advise you that they're not picking up the phone and they hang up. So, are they closed today?\"}, {\"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\": \"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.\"}, {\"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'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\": \"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'm not.\"}, {\"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've already paid for it. I've charged for my credit card and now I have to pay for it. I'm getting nothing but monkey business from ITN.\"}, {\"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. So, why would they not answer the phone when they're open? See, it's the general if the general line probably the language busy you can try giving it a try but if that doesn't go through then um i'll just pass on the request to them from our end i'm see, I can't even leave a message. Most professional companies say, I'm sorry, these are our hours and we are closed. Please leave a message. I get nothing. I get nothing. I think I'm with a scam company. I don't know what to think. It's anything but professional. Nobody calls me back. Nobody answers my emails. They don't say what time it is. I mean, I think I'm getting screwed, my friend. 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. So, that's all I can do. So, thank you for your time and you have a good day.\"}, {\"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. okay so actually the service okay I think it's going to be a much easier, because I run a non-profit corporation. 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 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\": \"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 sub ticket this is\"}, {\"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\": \"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. I've already paid for it. I've charged for my credit card and now I have to pay for it.\"}, {\"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 get nothing. I get nothing. I think I'm with a scam company. I don't know what to think. It's anything but professional. Nobody calls me back. Nobody answers my emails.\"}, {\"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\": \"Most professional companies say, I'm sorry, these are our hours and we are closed. Please leave a message. I get nothing. I get nothing.\"}, {\"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\": \"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\": \"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. 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\": \"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 Bastard for penalty... 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": "e56c6b8c7b1947ed9db262075cc06748", "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. 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\": \"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\": \"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 will transfer it to the sales department and they will help you out.\"}, {\"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.\"}, {\"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\": \"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\": \"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\": \"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? Be my guest.\"}, {\"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 NICAP Ticket Customer Support. Hi, how... My name is Koryntian.\"}], \"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": "415ee0e036584d419e5ae1dd0939984a", "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\": \"True\", \"quotation\": \"It's for your friend. I can tell you that I can hold the seat for you, okay if you like. Because... The seats are limited. This is available at a discounted price.\"}, {\"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\": \"I'm sending you the introduction letter to your email now. 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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?\"}, {\"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\": \"I'll give you a call after an hour.\"}, {\"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? no sure No. Okay. 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. that's okay So, shall I give you a call after an hour? that's okay yeah that works Alright, then. Are you on WhatsApp? uh nope okay No. Okay. Okay. Alright. I'll give you a call after an hour. I'll send you the details to you. oh i guess i am on whatsapp or i just received your Alright? information Oh, you got it? Okay. 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 may know the date of travel?\"}, {\"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\"}, {\"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": "626faa51d5044d2b9f07f399ce1b49fd", "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 calling regarding your flight request to your left corner of the site... I have is you want to depart on March 22nd, right?\"}, {\"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\": \"I'm calling regarding your flight request to your left corner of the site.\"}, {\"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 regarding your flight request to your left corner of the site. So as I can see here that you are looking for a flight from Omaha...how much that can you check the price...Are you acceptable with the dates or not? Can you travel one or two days before or after if the price is good?\"}, {\"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 I just tried to check\"}, {\"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 have booked with us before, earlier also, right?\"}, {\"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 the date I have is you want to depart on March 22nd, right? And come back on April 30th. These dates are correct, 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\": \"True\", \"quotation\": \"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?\"}, {\"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\": \"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": "9a88dc33d0594aae9facc939381b53f9", "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\": 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\": \"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. I have to speak.\"}, {\"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 call American Airlines, and this is not good.\"}, {\"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. 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Yes, 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\": \"Oh, this is regarding some tickets that you purchased?\"}, {\"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\": \"We're calling ASAP, how can I help you?\"}], \"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": "2aa9949fcfb14599a024bc1f8820e53b", "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\": \"like this is the sales department. 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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\": \"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, 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\": \"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. 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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.\"}, {\"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\": \"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\": \"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 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.\"}, {\"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, 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\": \"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\": \"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 ESAP Tickets. My name is Bakshi. How may I help you?\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710199476.586914\", \"call_id\": \"call-E2-1710199476.586914-3\", \"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-E2-1710199476.586914-3\"}"}, {"id": "1e541966bc534ed1a0bbdd5380eada81", "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\": \"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\": \"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\": \"Yeah. I'm supposed to fly 18, right?\"}, {\"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\": \"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 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\": \"Uh, when I got this last ticket. Hans. Not very long ago. I was hot off match. Okay. 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\": \"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\": \"True\", \"quotation\": \"You have a colleague named Hans. Is he available?... Uh, when I got this last ticket. Hans. Not very long ago.\"}, {\"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\": \"Instead of keeping you on the call while I'm working on your request, isn't it better you can relax? Then 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\": \"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\": \"Yeah, couple days up, couple days down, you know, something like that. If it makes a difference in the pricing.\"}, {\"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 my support my name is corinthians\"}], \"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": "63b2b2c0b898450ea0eb973c4e73e256", "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. Okay, It's for three people. three tickets. Yeah. New York or Newark. And okay, New York or Newark. Yeah. Perfect. Yeah. Yeah. three tickets.\"}, {\"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\": \"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'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\": \"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\": \"So, I was saying that I've just called you to discuss some codes for the flight for your trip.\"}, {\"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\": \"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\": \"Yeah, and I'm sending you my introduction letter. My name is Emre. Okay. I'm going to be your personal travel agent.\"}, {\"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\": \"So, I was saying that I've just called you to discuss some codes for the flight for your trip.\"}, {\"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 search for flights.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Emre. I'm going to be your personal travel agent.\"}], \"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": "6bc349797f894760a175a253c40281c9", "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\": 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\": \"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\": \"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\": \"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-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": "1f310cbdf93e412ca19313c09af351ca", "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. How can 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\": \"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. 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\": \"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\": \"No, it's not with Korea. It needs to be delayed. Your agent told me. But it's okay. I figured it out. 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\": \"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 okay please So I don't know if you, the help me with the confirmation\"}, {\"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 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\": \"True\", \"quotation\": \"But it's okay. I figured it out. Thank you.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"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": "8fd5a290d551489da218cbfcd3715322", "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\": \"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\": \"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?\"}, {\"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\": \"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\": \"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\": \"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\": \"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\": \"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, thank you for calling ASAP Ticket Customer Support. 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": "bdc478695984430fa2e36a131726863a", "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\": \"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\": \"um 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\": \"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\": \"um  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\": \"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\": \"no yeah Okay, the first question will be, are you able to ticket with our company? With IASubtickets? with a top ticket yeah so in this case, I will ask you to stay on the line and I will make a transfer to our customer support.\"}, {\"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. 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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\": \"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 on the 27th of January with KLM, right?\"}, {\"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? And that's, you Uh, no, I changed it to May the 1st.\"}, {\"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\": \"Absolutely. Say this. I can transfer the call right now to the customer service, and they will actually confirm it from their end?\"}, {\"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, no, I changed it to May the 1st.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"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? And that's, you Uh, no, I changed it to May 1st. I changed it, okay?\"}, {\"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, 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\": \"Yeah, this is Sultan. How are you? I'm doing great. How about yourself? I'm good. All right. Um, you know where my flight is? I just wanted to confirm my flight. It's on the 27th of January with KLM, right? And that's, you changed it to May the 1st. You remember? So you, of course, you talked to the customer service, right? Yeah. Of course. Perfect.-hmm.\"}, {\"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? And that's, you changed it to May the 1st.\"}, {\"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\": \" 'Of course. Perfect.-hmm. Let me check. So you just want to confirm if it's, like, I want to, can I watch it? if it's available or not? Yes. Absolutely. Say this. I can transfer the call right now to the customer service, and they will actually confirm it from their end?' 'No. Oh, okay. And I want to see if I can change the coming, the return date.' 'Absolutely. They can do that as well?'\"}, {\"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\": \"True\", \"quotation\": \"I can transfer the call right now to the customer service, and they will actually confirm it from their end?\"}, {\"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\": \"And I want to see if I can change the coming, the return date. Absolutely. They can do that as well? I'm not, oh, okay. Because they have different inventories in mind. It's, my inventory is for new tickets, but the inventory is for changing flights, Oh, okay. but I'll keep tracking everything, right? Like, I'm going to talk to them after you talk to them and make sure that they're going to give you a good 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\": \"Uh, no, I changed it to May the 1st.\"}, {\"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, 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\": \"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": "9691d8abdb604ea3a4369f54bf94fffc", "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 talk to a student from your school, please? I'm going to pick up a student.\"}, {\"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 going to pick up a student. This is a answer to a question about education. So, is there any... Is there... going to up a I'm going to pick up a student.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"yes  yes this  is  Pamela,  I'm  a  student  at  of  Texas.\"}, {\"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\": \"Do you have any... I just buttoned up, it will open.\"}, {\"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 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.\"}, {\"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.\"}, {\"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\": \"Are you looking for slides? I talk to a student from your school, please? I'm going to pick up a student.\"}, {\"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 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\": \"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 checking online 25th was the cheapest and then I have to be back by the 6th 6th of Jan.\"}, {\"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": "b70a81aa87cd4929a46effe9671e3d35", "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 want all the details in your email? Yeah, I have I have sent email also. Okay, okay. Can you give your email to me? So, my person is Paresh, P -A -R -E -S -H, 07 Yes. 07 Chokshi, C -H -O -K -S -I,-CHOKSI. yeah, at gmail .com..gmail .com. Okay, Perfect. Paresh. Yeah. Your name is Paresh. Yeah, Okay. perfect.\"}, {\"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, no, no, I don't have your email right now.\"}, {\"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 want all the details in your email? ... Can you give your email to me?\"}, {\"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\": \"So, you give me the cheapest ticket, Paresh, I will see. cheaper one. And also, also you try for Santana, Santana also, Santana Airport. Santana Airport or Ontario. Yeah. Either one of them.\"}, {\"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 want to interact here for Toronto Pearson Airport, Canada and my date is 21st to 24th Sunday come back. Yeah. 21st to 24th, Sunday comeback.\"}, {\"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, 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\": \"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\": \"No, no, no, I don't have your email right now. Yeah, I have my, I'm talking to my break time. ... So, my person is Paresh, P -A -R -E -S -H, 07 ... Can you give your email to me? ... Okay. Perfect. Paresh. ... 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.\"}, {\"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. 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.\"}, {\"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, you give me the cheapest ticket, Paresh, I will see. cheaper one.\"}, {\"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\": \"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\": \"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, you want all the details in your email?\"}, {\"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\": \"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\": \"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.\"}], \"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": "5c8ec887f2ce4177a497015c9c5420e0", "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\": \"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\": \"Okay, sir. Okay, let me Have a great day and take care.\"}, {\"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, sir. Understood. Just one moment. I will transfer it to the customer support, and you can... and share the assignment with them, 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\": \"just told me that I need to confirm the changes and there was no email where it got to that.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"I have four, four, four, four people and I'll give you the, the number.\"}, {\"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 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\": \"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\": \"I have four, four, four, four people and I'll give you the, the number.\"}, {\"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\": \"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\": \"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\": \"False\", \"quotation\": \"Okay, sir. Can you please provide me your ticket number so I can check your reservation?\"}, {\"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\": \"True\", \"quotation\": \"Okay, sir. Can you please provide me your ticket number so I can check your reservation?\"}], \"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": "6368c6d827d541eea4f32271465a14eb", "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\": \"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 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\": \"Well, this is the customer support department. I can't book tickets.\"}, {\"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, okay. Yes, but once I have done, I can transfer you to the sales department and then they will be able to assist 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\": \"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 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.\"}, {\"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, 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\": \"Once I'm done checking, I'll just give you a call back. I'm already working on it. Okay, Yes. you have... You want my number? 951? You got it? Oh, no. Yes. Yes. 951-473.0122. That's right. That's right. Yes, Okay. I have it here. So once I'm done running a check on your request, I'll give you a call back immediately. I'll send you an email and I'll call you 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\": \"Maybe as soon as I'm done. Maybe in the next within some 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\": \"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\": \"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. How may I assist you today?\"}], \"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": "d9f9c06bca724094a4f6728c5de27634", "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\": \"True\", \"quotation\": \"Anish Kaku, I'm done with before that in my 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\": \"I'm sorry, I forgot your name. Is it, uh, was Barthos, can you show me your name again?\"}, {\"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 just want to make sure I don't have any issue with the whole day.\"}, {\"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\"}, {\"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 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\": \"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'm sorry, ah, it's Anish. Hello? Hello, hello, Mr. Yeah, hello. Anish Kaku, I'm done with before that in my ticket? ... I just want to make sure I don't have any issue with the whole day.\"}, {\"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\": \"I just want to make sure I don't have any issue with the whole day.\"}, {\"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 am done, I will call you back, will that be fine?\"}, {\"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 am currently working on this, I am on the meeting, once I am done, I will call you back, will that be 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\": \"I'm done with before that in my 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 done with before that in my 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\": \"I'm sorry, ah, it's Anish. Hello? Hello, hello, Mr. Yeah, hello. Anish Kaku, I'm done with before that in my ticket?\"}], \"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": "e1327f8502bd488aa5481a9b43e9e665", "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\": \"True\", \"quotation\": \"I can transfer you right now to Schedule Change Department para ma-change sila yung schedule sa pabalik.\"}, {\"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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Hmm. Kaya, ano siya, yung sa 16 pala meron kami pa mga kina ano, ikakasal. Eh, ginawa siyang nila. ba yung i-extend yung ano niya? Bakit ang balik niya dito? Pwede. Pwede. Pwede, ma'am. Pwede. I can transfer you right now to Schedule Change Department para ma-change sila yung schedule sa pabalik. Ha? O, tinan mo na. O, niya, may bayad ba to?\"}, {\"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\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710718732.21931\", \"call_id\": \"call-E4-1710718732.21931-3\", \"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-E4-1710718732.21931-3\"}"}, {"id": "1bade7d264b341baa56d4ad8379ca3a0", "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 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? Are you comfortable?\"}, {\"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. Yes. Am I right?\"}, {\"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\": \"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 got a request regarding from Chicago to Amritsar.\"}, {\"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\": \"First of all, I have just WhatsApp your text to you, your email ID. So please do check if it's correct.\"}, {\"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. 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It's a round trip. Yes. Am I right? Okay, so your departure date is 30th of May and you will return on 30th of June. Yes. Okay. Okay? Sure.\"}, {\"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\": \"I have given you a request on the WhatsApp. So if needed, I will contact 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\": \"True\", \"quotation\": \"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\": \"I have given you a request on the WhatsApp. So if needed, I will contact you. you comfortable with WhatsApp or I can call 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\": \"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\": \"Um, not really. If it's Qatar or any other, it's fine. 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\": \"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": "896d4794ecd44768a59c11b253ee8da3", "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 told you 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\": \"but she didn't answer.\"}, {\"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 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\": \"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\": \"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\": \"True\", \"quotation\": \"yeah ma'am it didn't go through hello ma'am it 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\": \"True\", \"quotation\": \"like she didn't pick the call i think so\"}, {\"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 told you I called her personally because I have her number, but she didn't answer. So I need somebody to talk to.\"}, {\"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 okay okay yeah ma 'am i'll transfer to my cs8 and they'll handle your request thank you ma 'am\"}, {\"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 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 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\": \"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\": \"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 ma 'am it didn't go through like she didn't pick the call i think 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\": \"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\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"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-F1-1710703496.73688\", \"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": "03b27630d7ff4a79a5b6afd39679abdd", "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 I can see you want to travel from Los Angeles to San, okay, I want to travel from Los Angeles to San Sabo, Yeah. 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\": \"Hello, 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.\"}, {\"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\": \"Okay, so if you book it right now, you're going to be paying, in December, you're going to be paying like times four of the ticket price, but if you book it right now, you're going to be getting cheaper, because I know the last time, the last time I booked for somebody in December, from Los Angeles to San for the booking period, like, that was like $1,900, but right now, the ticket cost is just $900.\"}, {\"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 this is a house. Chile. Chile, Manitina. So, Leonardo, can you hear me? 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. You know if you book right now, you're going to be getting a way cheaper than when you worked in December, right? Uh -huh. Uh Yes, so if you book it right now, you're going to be paying, in December, you're going to be paying like times four of the ticket price, but if you book it right now, you're going to be getting cheaper, because I know the last time, the last time I booked for somebody in December, from Los Angeles to San for the booking period, like, that was like $1,900, but right now,-huh. the ticket cost is just $900. All right. Get some of that one around, huh?\"}, {\"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, my name is I'm calling from PSAP Ticket, am I speaking to Leonardo's?\"}, {\"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 I can see you want to travel from Los Angeles to San, okay, I want to travel from Los Angeles to San Sabo, Yeah. San Sabo, right? 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": "ddbbd09479834073a5d9a7af3bd0f4d2", "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\": \"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\": \"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\": \"Yes, if it's how you really want to talk to her... Okay. I think it's best to call. Yes, but if it's something you want me to... Okay, I'll try to do that. Pardon? I'll try to call that number. Okay. Okay, if it's how you really want to talk to her, Okay. then you can call the number, yes. Thank you very much for calling us, Thank you. okay? Bye. You're welcome.\"}, {\"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, yeah, there's a number, so I should call this number then.\"}, {\"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? on the email she sent to you, her number is not there.\"}, {\"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\": \"\\\"Yes, if it's how you really want to talk to her\\\"\"}, {\"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\": \"So, yes, Hello? on the email she sent to you, her number is not there.\"}, {\"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\": \"True\", \"quotation\": \"Yes, if it's how you really want to talk to her.\"}, {\"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-E5-1710695633.22788\", \"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": "66fa73b506dd4526a6c48bd4b04fc5de", "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. Who requested on your website?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Website name is ASAP tickets. ASAP tickets. And you have requested for flight tickets Manila to Vietnam. Who requested on your website?\"}, {\"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\": \"All right. Okay, I'll just put a note on this. So this... Yeah, sure. Thank you. Thank you so much and have a good day.\"}, {\"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, it doesn't belong to me. Better send an email to that email address.\"}, {\"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  you  from  ASAP  tickets.  A  website. what  company? ASAP  tickets.  ASAP  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? 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\": \"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\": \"True\", \"quotation\": \"Okay, I'll just put a note on this. So this is the number he needs to call, the 1-888-655-7880, okay? Perfect. Yeah. Okay, thank you. Okay. Yeah. Okay. Okay, thank you. Okay, thank you. Okay.\"}, {\"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 you have requested on June 28th. okay? Let me tell you.\"}, {\"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 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? No, it doesn't belong 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\": \"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\": \"True\", \"quotation\": \"Yeah ask him to call me back.\"}, {\"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 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. B as in? Mm -hmm. Boy? Yes. Felix D. Lopez. The name. Okay, okay. He is not in the office right now. And what is your name? It's Ilaria and I'm calling you from ASAP Okay, A ticket. Mm -hmm. Okay, do you have any message for him? 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\": \"No, it doesn't belong to me. better send an email to that email address.\"}, {\"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 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? No, it doesn't belong to me. better send an email to that email address.\"}, {\"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 calling you from ASAP tickets... Who requested on your website?... 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.\"}, {\"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 he inquired regarding a flight from Manila to, Mm -hmm. okay, To Vietnam.\"}, {\"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 what is your name? 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": "8ea953c76bf24521a7294cbc44084b8c", "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\": \"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\": \"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 with 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 with 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\": \"True\", \"quotation\": \"That's why I want to make sure this one is going to book for Nigerian.\"}, {\"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 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\": \"The guy said he's going to call me after half an hour. He didn't. He said he's taking it. He's going to check with 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-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": "11c4a1a01f884196a7f640c512541d9c", "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\"}, {\"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\": \"No, not at all.\"}, {\"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, 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. But, okay, I mean, like I say, I made, I bought no tickets.\"}, {\"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 haven't gone anywhere that it would require 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\": \"True\", \"quotation\": \"just let me check with my supervisor... okay I don't know what company it is but let me check with the supervisor just 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\": \"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\": \"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\": \"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\": \"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\"}, {\"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 bought no tickets...I'll have them look into it, and we'll see what we can do. They'll, I'm sure they'll contact, you know, they'll contact you, and you can figure out.\"}, {\"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, 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\": \"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 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\": \"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\": \"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\": \"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": "ced986df7ad04528a84e01bd6ed5d974", "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\": \"Yes, Are you still looking for 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\": \"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, I'm sorry. I'm sending my contact information on your email. 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\": \"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\": \"True\", \"quotation\": \"And I see that you returned flight from Moscow. Yes, and last time I got from Cleveland to Turkey, to Chicago or Boston, I forgot. But after that in, Moscow, Moscow. yeah, after that in Turkey, from Turkey to Moscow, because you don't have flight rate.\"}, {\"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 calling regarding the request for a flight. ... Lubo, in case this call gets disconnected, is this the number that I can call you back on? ... I'm sending my contact information on your email. So, just in case you want to contact me, I have sent an email with my contact details, my direct line number, and I have my email address.\"}, {\"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\": \"Libo, I'm sorry. I'm sending my contact information on your email. 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.\"}, {\"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\": \"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\": \"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 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\": \"Yes, and last time I got from Cleveland to Turkey, to Chicago or Boston, I forgot. But after that in Moscow, Moscow. yeah, after that in Turkey, from Turkey to Moscow, because you don't have flight rate. Okay. Okay, But cheaper, okay. what, what you have cheaper? Okay, I will look into it.\"}, {\"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 Kalani and I'm calling from ASAP Ticket regarding the request for a flight.\"}], \"metadata\": {\"master_call_id\": \"call-E9-1710278087.94175\", \"call_id\": \"call-E9-1710278087.94175-2\", \"start_time\": \"2024-03-12T21:14:47.000000Z\", \"EndTime\": \"2024-03-12T21:17:47Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Kalani\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1710278087.94175-2\"}"}, {"id": "bc9cffbb1f544d65a8ea0bbf39b6fcc2", "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\": 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 - 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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, 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\": \"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\": \"None\", \"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\": \"NA\", \"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\": \"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\": \"Customer mentions they have a complaint about the company.\"}, {\"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": "da7e4fc2e10c4d8ca91e2d83b4a543d5", "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\": \"If, anything. yes, 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\": \"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\": \"Yes, sorry, sir, if I got it correctly, you said you purchased a ticket through office tickets and the airline is Frontier Airline, correct?\"}, {\"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\": \"they didn't even weigh the bag before, or, or anything, they just automatically charged\"}, {\"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 spoke to her yesterday, and told her what happened, um, at, uh, Frontier\"}, {\"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 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\": \"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\": \"Yes, sorry, if I got it correctly, you said you purchased a ticket through office tickets and the airline is Frontier Airline, 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\": \"I have spoke to her yesterday, and told her what happened, um, at, uh, Frontier, 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, and, uh, when I went up and, um, gave the lady the bag and that, 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\": \"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, sorry, sir, 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\": \"and, um, 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 that she was going to talk to, uh, her manager and that, 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 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, 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, they just automatically charged, um, um, they had us go online, and pay for a luggage, and they charged us two charges of $75, and, when I went up and, um, gave the lady the bag and that, 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\": \"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 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\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"um, ...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...\"}, {\"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\": \"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,  they  just  automatically  charged,  um, um,  they  had  us  go  online, Uh -huh. and  pay  for  a  luggage,  and  they  charged us  two  charges  of  $75,  and,  uh,  when  I  went  up  and,  um,  gave  the  lady  the  bag  and  that,  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, Uh -huh. no,  it  was  just  here  to  Florida,  where  we're  at.\"}, {\"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-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": "9c970bd8cfc14f0ea956d04a873fe5be", "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? 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\": \"Okay, 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\": \"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, 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 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\": \"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\": \"So, I don't run the risk. So, I'm missing that quarter-hour connection, because that seems to be very risky.\"}, {\"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\": \"Hello, can you hear me? I can't, can you 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\": \"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\": \"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 Akanksha.\"}], \"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": "f1d35d72735d461daa155918a2af86d0", "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\": 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. 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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\": 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-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": "5a34aee5ad034ab7aa40391cecab06b4", "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 the Reprotection Department, they'll reach out to you, and then you can tell them you want the copy of the new itinerary, if you're okay 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\": \"True\", \"quotation\": \"Okay. On the return, you say, coming back to Spokane from Shanghai?\"}, {\"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. 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\": \"Okay, can you help me confirm the name of the passenger on 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\": \"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, 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\": \"Yes, I want to confirm the date, the season, and the time. that 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\": \"Like, the Reprotection Department, Which department? ... Okay, okay, so do you have what you need, the departure date, the cities, and the you got it? I do. And if you could send a copy, I will give you an email and ... Okay, so would you... Yeah. Do ... Okay, would you still want me to send the request so you get the new itinerary? I still want one? I said, do you still want me to send the request to the Reprotection Department if you're looking for the new itinerary for this ticket? ... They're not making changes in the flight. They've just changed a couple of times that you told me. the airline seems to have signed, yes. And the changes are 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\": \"Okay, so like I said, there was a bit of a change so would you like me to transfer you to the Reprotection Department? Like, the Reprotection Department, Which department? if they're not okay with the changes? Oh, no. I'm fine. I'm fine with the changes. Okay, okay, so do you have what you need, the departure date, the cities, and the you got 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\": \"True\", \"quotation\": \"I'll send a request to them, and then they'll reach out to you between one or two hours.\"}, {\"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 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\": \"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": "a8e684f7cac44d39aa71058cf5db55da", "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\": \"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\": \"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\": \"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.\"}, {\"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\": \"Oh, okay. IPN. Yes.\"}, {\"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. It's a Sicilian. Is she available?\"}, {\"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 transfer you to her.\"}, {\"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\": \"Can you spell the name please? This is the letter C as in Charlie, E, echo C, Charlie, I as in India, letter L, I, I -O -N O as in Oscar, and Nancy. Okay, Sicilian. let me transfer you to her.\"}, {\"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\": \"If she's not available, just call right now back to me and I'll try to 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\": \"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\": \"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\": \"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\": \"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\": \"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": "c9dce99e6dee4b84aa8cbc8be9247163", "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\": \"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\": \"Yes, hey, my name is Pradeep. I already have a confirmed reservation and a ticket that I purchased from you guys. 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. So can you just pull up my reservation 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\": \"Regarding this, can I transfer you to the customer service, so they will handle this subscription?\"}, {\"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 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. So can you just pull up my reservation number, please?\"}, {\"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 eSubtickets, my name is Kostas, 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\": \"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. So can you just pull up my reservation number, please?\"}, {\"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\": \"Regarding this, can I transfer you to the customer service, so they will handle this subscription?\"}, {\"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\": \"Regarding this, can I transfer you to the customer service, so they will handle this subscription?\"}, {\"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, so look, The confirmation is M -D -D as in David, sorry. L as in love, V as in victory, U as in umbrella.\"}, {\"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 already have a confirmed reservation and a ticket that I purchased from you guys.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"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.\"}, {\"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\": \"Yeah, so look, The confirmation is M -D -D as in David, sorry. L as in love, V as in victory, U as in umbrella. Yeah, sorry, look, I'm just at the travel agent, and I can only sell the new tickets. Regarding this, can I transfer you to the customer service, so they will handle this subscription?\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Thank you for calling eSubtickets, my name is Kostas, how can I help you?\"}], \"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": "6c846b649f2e4260aaabc39e41c893a0", "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\": 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\": \"Hi, 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\": \"True\", \"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\": \"Wait, how did... Okay, I just got transferred here from, I guess, sales, and I don't know. Yes, here we can only assist you after you book your flight and if you need any further assistance.\"}, {\"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\": \"True\", \"quotation\": \"I'm just wondering why she transferred me over 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\": \"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\": \"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 Corinthian, how may I assist you?\"}], \"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": "2dbb8d057a2546ebaaafd82036434d59", "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, I'm a sales agent. I will transfer the call to customer support team.\"}, {\"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. Can 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\": \"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. So I made a payment. So I'm calling to check if you guys have received it to your end.\"}, {\"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 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\": \"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\": \"True\", \"quotation\": \"So, I made a payment. Uh-huh. So I'm calling to check if you guys have received it to your end. So, I know they're going to be squared. how many times... How much time you did that payment? How much time it was? When it was... Like, How much was it? when you did the payment, like, for the date change? I made it today. Today, yeah? I spoke to her 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\": \"So, that is handled by the customer support team. So, I'm a sales agent. I will transfer the call to customer support team.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. 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Mm -hmm. So I made a payment. Uh -huh. So I'm calling to check if you guys have received it to your end. So, I know they're going to be squared.\"}, {\"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 spoke to an agent earlier, and she told me, I mean, she sent me a link to make a payment for the date change. So I made a payment. Uh-huh. So I'm calling to check if you guys have received it to your end.\"}, {\"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-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": "ef92ce540e9c4d56aadd738e2d889a6b", "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 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\": \"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 tried emailing and calling her back to see if it was received at your end or not but no answer\"}, {\"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 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\": \"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... but no answer it this was how long ago\"}, {\"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\": \"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 they yes to get in it about let me try to department I might be able to assist you yes just transferred me to you though\"}, {\"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 tried emailing and calling her back to see if it was received at your end or not but no answer it this was how long ago all was it happened today at around four i mean three four\"}, {\"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 yeah\"}, {\"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 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\": \"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\"}, {\"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\": \"so I tried emailing and calling her back to see if it was received at your end or not but no answer\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"name is Corinthian\"}], \"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": "c799cd020e9b4626aba3c42281bd7354", "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\": \"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 - 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For training purposes, 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\": \"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\": 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\": \"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\": \"False\", \"quotation\": \"None\"}], \"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": "fcb9a0fca17c4e6bac568c0ad7af6bf2", "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. Is that correct?\"}, {\"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\": \"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\": \"Please  can  you  tell  me  the  first  and  last  name  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\": \"I received an email that there will be a slight change in my itinerary, so I don't know. What is the 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 received an email that there will be a slight change in my itinerary, so I don't know. What is the change? ... I received one email. still given minutes. Let me check to be sure.\"}, {\"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\": \"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\": \"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\": \"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.\"}, {\"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 think that I have an assistant. Does this match the one you have in your ticket?\"}, {\"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\": \"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\": \"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\": \"True\", \"quotation\": \"So check-in. Check-in online. ... Your flight is on Air France. So you can check-in on Air France.\"}, {\"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. How may I help you today?\"}], \"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": "aa51eb75ed514c61ac68a8894b466487", "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\": \"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\": \"None\"}, {\"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\": \"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\": 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\": \"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\": \"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-E5-1710713584.79226\", \"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": "a34c4e5ed6c148b2acf6b3a8293dd3e1", "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 I will be done very very soon so be accepting my call my name is Beniza 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, as you can see, this flight is from San Francisco to Manila. Round trip.\"}, {\"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\": \"Okay. November 17th. So, the date of departure is okay. You just want to change the return date, 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\": \"oh  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\": \"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\": \"Yes, as I said I will have to quickly check the details of the airline sales then I will build a new flight option then I will send it to you then we can book it 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 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\": \"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, the date of departure is okay. You just want to change the return date, 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\": \"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\": \"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 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\": \"Yes, I am going to send you the option so you said that you have just changed your return date, correct? Oh, you are changing your return date to 17th of November, right? 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, so be accepting my call. My name is Deniza, 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\": \"Yeah, my name is Ebenezer. No? Okay. you're not okay um i have a question for you you know my sister is leaving october um october 4 to november 14 right but then she like to be extended uh to instead of november 14th it's gonna be november 17th is that possible yes\"}, {\"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\": \"Okay. So, as you can see, this flight is from San Francisco to Manila. Round trip.\"}, {\"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": "39f49c19579b4fa6acf87e8e7f69be92", "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 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\": \"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. Phoenix, Arizona instead.\"}, {\"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. P -H -X. Okay, do you want to change from DFW to THX? P -H -X. Paul. Okay, THX. Okay. Alright.\"}, {\"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\": \"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\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"The dates remain the same. It's only the CPU changing, 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\": \"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\": \"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\": \"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\": \"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\": \"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\": \"True\", \"quotation\": \"Hello, thank you for coming to the Nature Ticket customer support. 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": "25d13a4db860414dafa984bcb5a34020", "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\": \"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, and thank you for calling.\"}, {\"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\": 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. 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\": \"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\": null}, {\"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-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": "cd3e0739596c4c9bb0204e767716a3c3", "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 it 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 - 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\": \"actually that yeah it should be uh let me change and i'll call you back you know i have to decide you know\"}, {\"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\": \"True\", \"quotation\": \"...what are layover preferences are you okay with an overnight layover...so yes Emirates does provide your hotel but but American Airlines doesn't...no they'll not give you accommodation...if you call back if I can't give you any answer...\"}, {\"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\": \"Emirates does provide your hotel but American Airlines doesn't\"}, {\"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 hello yes is Ernest again for Mesa tickets okay okay so I just wanted to know like what are layover preferences are you okay with an overnight layover want to clear over uh on where when i'm coming back and or they will provide me the hotel so yes Emirates does provide your hotel but but American Airlines doesn't\"}, {\"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\": \"um hello yes is Ernest again for Mesa tickets 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\": \"no  so  actually  that  yeah it's gonna be for that yeah it should be uh let me change and i'll call you back you know i have to decide you know\"}, {\"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 actually yeah it's gonna be for that yeah it should be let me change and i'll call you 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\": \"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\": \"so yes Emirates does provide your hotel but but American Airlines doesn't\"}, {\"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\": \"let me change and i'll call you back\"}, {\"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 hello yes is Ernest again for Mesa tickets okay okay so I just wanted to know like what are layover preferences are you okay with an overnight layover want to clear over on where when i'm coming back and or they will provide me the hotel so yes Emirates does provide your hotel but but American Airlines doesn't\"}, {\"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\": \"um hello yes is Ernest again for Mesa tickets\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710264716.741930\", \"call_id\": \"call-E2-1710264716.741930-3\", \"start_time\": \"2024-03-12T17:31:56.000000Z\", \"EndTime\": \"2024-03-12T17:37:26Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Ernest\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1710264716.741930-3\"}"}, {"id": "4f0794d8e3854b42b03d2237f982557f", "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\": \"Please 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\": \"True\", \"quotation\": \"Okay, and when are you supposed to depart? What date? Today, March 16th. Okay, please, can you confirm phone number, please? this reservation. 917 635 917 2450.\"}, {\"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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Okay.\"}, {\"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? Hello? 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I want the same flight tomorrow instead of today. same time.\"}, {\"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'd like to depart tomorrow same time, right? Yes, ma 'am.\"}, {\"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 want to change it to tomorrow, March 17th at the same time. Can you help 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\": \"When will I expect a call from you? 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\": 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\": \"When will I expect a call from you? In 30 minutes, I'll check your ticket and I'll let you 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\": \"Okay, I'll check the ticket and I'll get back to you, let's say in 30 minutes, okay? Yes, the same number. When will I expect a call from you? In 30 minutes, I'll check your ticket and I'll let you know. Okay. 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\": 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\": \"None\", \"quotation\": null}, {\"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-E2-1710628401.149630\", \"call_id\": \"call-E2-1710628401.149630-4\", \"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-E2-1710628401.149630-4\"}"}, {"id": "8c2a1a5ad6b0441db10ab8dfbc1e2ce3", "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\": \"True\", \"quotation\": \"I just want to know what will happen if I cancel my reservation for birthday, 21, but I have travel travel protection.\"}, {\"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\": \"I just want to know what will happen if I cancel my reservation for birthday, 21, but I have travel travel protection.\"}, {\"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 get this commercial book.\"}, {\"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\": \"True\", \"quotation\": \"Customer notes that they have been repeating themselves repeatedly.\"}, {\"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 just want to know what will happen if I cancel my reservation for birthday, 21, but I have travel travel protection.\"}, {\"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\": 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\": null}], \"metadata\": {\"master_call_id\": \"call-F1-1710697400.53623\", \"call_id\": \"call-F1-1710697400.53623-4\", \"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-F1-1710697400.53623-4\"}"}, {"id": "a1fa2cb2ceab46e5b1558436dc2cd228", "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\": \"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\": \"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 - 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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\": \"True\", \"quotation\": \"I received a voicemail last night from you guys about my tickets changing. 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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\": \"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\": \"Hi, there. 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\": \"Thank you for choosing ASAP Ticket. This side, David. How can I help you?\"}], \"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": "0344ee034fa54febb25bcba4b1a61a38", "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.\"}, {\"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 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\": \"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\": \"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\": \"Yes, Mr. Musa, we got disconnected.\"}, {\"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\": \"And you will tell them that they should search for deeper dates, even if it's more 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\": \"True\", \"quotation\": \"we got disconnected...I didn't mean to, I didn't mean to...I can transfer you again to the customer support...Okay, yeah, you can do that, yeah, you can do that...I'll transfer you right now, sir, and you can talk to them, maybe come to an agreement, find something that you like...Thank you, thank you...Just talk to them about it, all 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\": \"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\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. 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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\": \"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?\"}, {\"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\": \"Okay, My dog has I would love to assist you. sick. So, yeah, Oh, sorry about that.\"}, {\"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 you have my direct line, and my name is Corinthian. In case you want to call back, just call on this line I just gave you, and you'll reach me directly. But I'm working on your request, and as soon as 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\": \"Can you give me your ITN confirmation number? ... So, yes, what's your name on the ticket? ... So, you would like me to check if it's possible for you to get a 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\": \"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\": \"Sorry, I would really love to assist you. Can you give me your ITN confirmation number?\"}, {\"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": "d28d31668e1d4deeb3662f0a6d96e94d", "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 I 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.\"}, {\"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, can you confirm that this flight is flying MCO to Taipei and then Taipei to Manila?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"Hi, thank you for calling us. How can 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\": \"Please, you confirm that this flight is flying OK. MCO telly and then alias to Taipei Taipei to Manila\"}, {\"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\": \"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\": \"So, you don't have to worry about it.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"True\", \"quotation\": \"Hi, thank you for calling us. How can I assist you today?\"}, {\"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 just escalated it right now. OK? Thank you very much for your time. You do have a nice day. OK? Yeah. Bye-bye. Thank you. Yeah. Bye-bye. Yeah. Bye-bye.\"}, {\"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\": \"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\": \"thank you okay all right So, I just escalated it right now. OK? All right. Thank you very much for your time. You do have a nice day. OK? Yeah. Bye -bye. Thank you. Yeah. Bye -bye. Yeah. Bye -bye.\"}, {\"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, thank you for calling us. How can I assist you today? ... OK. You want to change the date of departure, correct? OK. What about the date of return? um it's the same OK. OK. I can definitely assist you with that.\"}, {\"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\": \"As I can see here, the flight is for the 3rd of March coming by the 28th of June. yeah yeah OK. Yeah. As I can see here, there is a schedule change on this flight. Just give me a moment. I'm with you. Just give me a moment Just trying to check something.\"}, {\"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... 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\": \"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. I will escalate it to the protection department. They are going to call him. They are going to call him. And they will advise him accordingly on what to do. So, I just escalated it from my end to the department. Yeah?\"}, {\"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\": \"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\": \"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... 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\": \"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\": \"As I can see here, the flight is for the 3rd of March coming by the 28th of June. As I can see here, there is a schedule change on this flight. So, just give me a moment. I'm with you. Just give me a moment Just trying to check something.\"}, {\"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\": \"For security reasons, thank you thanks please... For security reasons, I'm please, can you confirm, is there a bird?\"}, {\"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": "fd22d717e0874077b36da8c6101b1055", "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've got a 26 December Eva Air departing from San Francisco to Manila correct yeah mm okay one stop flight uh one stop at Taipei 12 20 p .m departure and 6 20 p .m at Taipei-hmm yeah and on 27th, sorry, okay 26th itself, 12 .20 p .m., 6 .20 p .m., 14 hours, I'm sorry, it's the next day then, 8 .30 p .m. departure on 27th from Taipei and you'll reach at 10 .50 p .m. at Manila. Is that good?\"}, {\"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\": \"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\": \"actually yeah for december i think this is like a real idea time i know it's too long but uh you know time to book because uh like these are great rates right now uh with respect to december right okay\"}, {\"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\": \"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\": \"oh oh I'm just still looking I'm gonna book right now yeah you're not going to book right now okay and uh okay as i see your dates are december 26th yeah right and yeah return is on january 14th correct okay and do you have any flexibility on the dates yes now that's the date I want yeah only date even 25th say 25th or 26th is that okay 26 26 on me 26 or 27 or 27 perfect okay and return uh 14 or 15 is that okay perfect 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\": \"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 hi alma how are you doing today uh this was with regards to your travel request oh oh I'm just still looking I'm gonna book right now yeah you're not going to book right now okay and uh okay as i see your dates are december 26th yeah right and yeah return is on january 14th correct okay and do you have any flexibility on the dates yes now that's the date I want yeah only date even 25th say 25th or 26th is that 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\": \"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 oh hi uh this is gilchrist from asap tickets am i speaking with alma albano\"}], \"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": "b9fb20c0b10447e0b4d407da1a64dba4", "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\": 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\": \"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\": \"Sorry about this, I'll try to transfer you again 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\": \"True\", \"quotation\": \"Sorry about this, I'll try to transfer you again\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": \"Sorry about this, I'll try to transfer you 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\": \"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\": \"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 notes that they have been repeating themselves repeatedly.\"}, {\"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\": \"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\": \"NA\", \"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\": \"Sorry about this, I'll try to transfer you 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\": \"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": "398c168829b64917b57e8c2f9d0063eb", "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\": \"For training purposes, 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\": \"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\": \"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, 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. 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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\": \"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-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": "f34cb1a8567f4f72b59da964b8726119", "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\": \"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\": \"True\", \"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. For training purposes, your call may be monitored and or recorded.\"}, {\"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-E5-1710710060.67408\", \"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": "8e3a85872e144c28b5f1aa9bb9057974", "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'm a little bit confused Abdullah let me make sure are you looking to make some changes on the ticket that you've got already from ASAP tickets or you're looking to have like a new ticket this Are you connected with ASAP at all? is ASAP tickets and my name is Asra I'm travel expert here from ASAP tickets No.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"I bought it from ASAP. this is our company and uh -huh\"}, {\"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'm good. I just paid $2,240 to go to Jordan from March 18 to open till May 20. Oh, my God, this is like I am devastated. But I bought, I paid extra to decide when my return ticket would be. Does that mean I could return my ticket if I want to? Do you think so? I bought it from ASAP. this is our company and uh-huh\"}, {\"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. If that's good, 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\": \"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 bought it from ASAP. this is our company and uh -huh\"}, {\"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 bought it from ASAP. this is our company and uh -huh\"}, {\"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\": \"I can check June 26 for you the prices... Go into Jordan on that date in front of you.\"}, {\"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\": \"Are you connected with ASAP at all?...Actually, I didn't know. I thought you guys, you are a different company. That's what I thought. My apologies.\"}, {\"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... Connect me with customers. Actually, I didn't know. I thought you guys, you are a different company. That's what I thought. My apologies.\"}, {\"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\": \"Can you see what I did?...What's up? worry about it because I can connect you with the customer service...Connect me with customers...Connect me with customer service.\"}, {\"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\": \"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\": \"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\": \"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\": \"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\": \"Or, can you, yeah. Are you just a person who takes phone calls? are you a ticket person?\"}, {\"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\": \"No\"}, {\"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": "bf4353ca8211421db65b660dffce9c28", "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, I'll help you. Just hold on. So, you want to fly from New York to Athens on 10th of September and want to come back on 21st of September. correct all\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Even while coming back, you have 13 hours. Okay, 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.\"}, {\"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\": \"There are no instances in the provided text where the customer references for their information to be removed off of the company's call/sell/mailing list.\"}, {\"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\": \"Just, okay, let me check then. Just hold on. Which airline is it, by the way?\"}, {\"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\": \"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\": \"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\": \"Regarding your flight. yes um i was just looking for a good flight uh i have um my friend and i have a flight going to greece on turkish air and uh another friend missed booking the flight so i wanted to see if she could have the same flights and what that would cost\"}, {\"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\": \"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\": \"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.\"}, {\"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 want to fly from New York to Athens on 10th of September and want to come back on 21st of September.\"}, {\"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 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\": \"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 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\": \"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\": \"Regarding your flight. yes um i was just looking for a good flight uh i have um my friend and i have a flight going to greece on turkish air and uh another friend missed booking the flight so i wanted to see if she could have the same flights\"}, {\"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\": \"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 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\": \"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\": \"False\", \"quotation\": \"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": "c26ef2ffb2f74d0cb660f0b51cfab6c7", "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, please have him call me back. Thank 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\": \"True\", \"quotation\": \"I think here is enough of the frustration, it came back to 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\": \"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.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hi, this is Nima.\"}, {\"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 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\"}, {\"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 here is enough of the frustration it came 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\": \"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. 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.\"}, {\"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 Nima.\"}], \"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": "eac5462eed5c4bc3b67c92cbd8871a39", "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 talk to you later okay. I don't think the price is not alright okay. I 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\": \"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. December 16th.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"No, no, 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. ... 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 not alright okay. I will let you know okay okay because here from my end I can\"}, {\"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\"}, {\"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\"}, {\"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\": \"True\", \"quotation\": \"I will talk to you later.\"}, {\"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 talk to you later okay. I don't think the price is not alright okay. I 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.\"}, {\"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\": \"thank you for your patience because it's being slow I don't know why just a second\"}, {\"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 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\"}, {\"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? airline you are, 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. regarding your flight request, we left on our website for the flight from Baltimore to Lagos. just a second. I'm searching for the flights. just a second. I'm showing you how much going to be. I don't know why just a second. probably not is not three is not three thousand no no it's not 3000 with okay Airways so okay okay\"}, {\"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": "ef1bafa3a0db4fbdb754af09935714c9", "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\": \"As per checking here on the reservation, currently there is an assigned agent that is working on the reservation, which is Agent Portal's outright to transfer this 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\": \"Okay. Can you help me verify the complete name of the passenger, date of birth, Anas, and phone number associated on the reservation?\"}, {\"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\": \"No examples of the customer threatening with a chargeback or disputing the charges were found in the text.\"}, {\"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, I'm saying, if he's still watching on it, do you know how long it's going to take him?\"}, {\"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, 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. Mm -hmm.\"}, {\"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\": \"No, I'm saying, if he's still watching on it, do you know how long it's going to take him? I do not have the exact time frame, Oh, you don't know. exact with that on Mr. Enos, but as I can see, I'll try to double-check the structure here or the availability of the agent, okay? Hold on. Sure.\"}, {\"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. I see. So, he didn't call me, so I think he's still watching on it then.\"}, {\"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\": \"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'm going to rebook my ticket. I have the ticket, which is next week, Tuesday, 19. Going to Philadelphia. 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\": \"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\": \"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\": \"As per checking here on the reservation, currently there is an assigned agent that is working on the reservation, which is Agent Portal's outright to transfer this 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\": \"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.\"}, {\"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 rebook my ticket. I have the ticket, which is next week, Tuesday, 19. Going to Philadelphia. So, I've got some issue that I really want to send the 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\": \"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.\"}, {\"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. I see. So, he didn't call me, so... so I think he's still watching on it then.\"}, {\"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'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\": \"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. Can you help me verify the complete name of the passenger, date of birth, and phone number associated on the reservation?\"}, {\"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": "eceda95de2b940beb76d42f8c8760923", "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\": \"Imrit from ASAP Tickets. ASAP Tickets calling regarding your flight request.\"}, {\"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\": \"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\": \"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\": \"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 placed a request in our website, ASAP Tickets, about your... Yeah. Yeah, yeah. Oh, yeah, I am calling regarding your request, last night.\"}, {\"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\": \"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, 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? 313-680-7325. Yeah, that's it. Yeah, yeah, and your email here I can see is MN.MNHINES.7379 yahoo.com. Yeah. Okay, I was looking for this kind of 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\": \"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\"}, {\"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, yeah, You said you're a travel agent? will give you discounted tickets because we have the most competitive prices available in the market. So, once again, just to reconfirm the date, July 7th departing and coming back is on July 14th.\"}, {\"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, yeah, I am calling regarding your request, last night.\"}, {\"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.\"}, {\"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 will be attending you for your trip. I will be presenting you some flight options and I will be driving you through.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Imrit from ASAP Tickets. ASAP Tickets calling regarding your flight request.\"}], \"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": "4924bf6528ac4efbb77b29b50586da1e", "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? 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. Okay. Okay. Yes. So, yeah. My name is So, I'm looking for a ticket from DFW to Lagos or Abuja. Nigeria. Nigeria. From? Departure from? DFW. DFW. Dallas, Texas.\"}, {\"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\": \"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, like, before we proceed forward, may I know your name?\"}, {\"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 looking for a ticket to Nigeria. From Nigeria.\"}, {\"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\": \"So, yeah, like, before we proceed forward, may I know your name?\"}, {\"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 is your name again? I'm sorry. What is your name? I didn't get your 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\": \"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\": \"My name is Esther. What is your name again? I'm sorry. What is your name? I didn't get your name.\"}, {\"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 Heidelberg from ASAP Tickets.\"}], \"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": "32b328d5a5614152b81e82eda219c52d", "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\": null}, {\"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\": \"Oh, it's X1C7JU.\"}, {\"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, as much as possible, I want an open ticket, so I can... When I'm sure of the date, then I can rebook it myself.\"}, {\"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\": 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\": \"If I got you correctly you would like to rebook your tickets 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\": \"Yeah, as much as possible, I want an open ticket, so I can... When I'm sure of the date, then I can rebook it myself.\"}, {\"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\": \"as soon as i'm i'll give you a call back and then i'm Yeah, as much as possible, I want an open ticket, so I can... When I'm sure of the date, then I can rebook it myself. already working on the initial possible time out you're done on them Mm -hmm.\"}, {\"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 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": "51746dc5a54546cbb821b83f8b0079b1", "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\": 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\": \"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\": \"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\": \"True\", \"quotation\": \"Hello, and thank you for calling.\"}, {\"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 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. Customer notes that they have been repeating themselves repeatedly.\"}, {\"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\": \"Customer wants to complain at the 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\": \"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\": \"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-E4-1710698264.45468\", \"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": "1bf3c534ffae47bfb82c738047a300e4", "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.\"}, {\"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 a confirmation number so I can assist 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\": \"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\": \"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\"}, {\"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, you want me to transfer you to the agency you spoke 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\": \"I know I spoke to one of you guys yesterday, about the change of ticket, because my wife is staying in the state... know I spoke to one of you guys yesterday, just for yesterday... You want me to transfer you to the agency you spoke to?\"}, {\"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\": \"False\", \"quotation\": \"I can help you with that. Do you have a confirmation number so I can assist you?\"}, {\"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 know I spoke to one of you guys yesterday, about the change of ticket... 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\": \"True\", \"quotation\": \"Okay, you want me to transfer you to the agency you spoke 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\": \"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.\"}], \"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": "cc4f46cef2e848bfb8a9e722324fcc75", "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?\"}, {\"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.\"}, {\"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\": \"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 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\": \"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\": \"Like, from our website or another agent?... 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\": \"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\": \"And my name is Kvera. Yes. Yeah. So, I am just calling you after 15 minutes. Okay? Oh, sounds good. Thank you. Yeah. Thank you. Thank you. And have a nice day. Well, you too. Bye-bye. Bye. Bye-bye.\"}, {\"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 just give me 15 minutes. Yeah. Is it okay for you? I will just call back you with some details. Okay. Yeah. Thank you. All right. Thank you. Bye. And in case, hello?\"}, {\"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. My departure city is GRR, Grand Rapids. Okay. I have a government? So then to, like, Cali, because it says Latin America. It says $55. It says Avianca Flats. Yeah. I totally understand. I just need to check it, ma'am. The sources and what message you got, I just have to check it. And just give me 15 minutes. Yeah. Is it okay for you? I will just call back you with some details. Okay. Yeah. Thank 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\": \"In the conversation, the customer mentions receiving a text about a $55 one-way flight to Latin America and asks for clarification on the departure city. The agent responds by asking if the customer received the message from their website or another agent, indicating a previous contact or communication with the organization.\"}, {\"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\": \"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\": \"And my name is Kvera.\"}], \"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": "affbe805b878464cb8bd8553b49d23da", "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\": \"True\", \"quotation\": \"Yeah, okay. I found the good options now. Let me explain.\"}, {\"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\": \"Do you have any airline preferences? What is the cheapest one? You offered 600 something. Which flight is that?\"}, {\"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\": \"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. Am I speaking to BG?\"}], \"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\"}"}, {"id": "e50d773b969c4069b8dba85ebd042e09", "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'll be departing from here and the departure should be from Boston and destination is Singapore\"}, {\"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\": \"True\", \"quotation\": \"hello this is uh roberta calling you from asap ticket so yeah tell me your are you still looking for your time so can you uh tell me the hello okay so can you tell me the date that you're looking for the flight\"}, {\"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\": \"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\": \"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\": \"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 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\": \"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\": \"hello this is uh roberta calling you from asap ticket\"}], \"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": "a8c87d1bb3af4803b94b0612a9f3aa9c", "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\": \"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. So you want to know lowest price? Okay, yeah yeah so one minute now, one minute hold on, I will tell you the lowest price.\"}, {\"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, yeah yeah so one minute now, one minute hold on, I will tell you the lowest price. i'm sorry how much Okay, from Los Angeles to Dhaka, Bangladesh, right? yeah yeah yeah\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello. Hi, yeah this is IRC calling from ASAP about actually i want to know 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\": \"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\": \"oh i mean you can hear that's about the uh but i yeah i call you about what the official this online shows the list right then i thought it shows this 900 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\": \"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 mean you can hear that's about the uh but i yeah i call you about what the official this online shows the list right then i thought it shows this 900 something yeah\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hi  sir, hello  hello this  is  IRC.  Hello.  Hi, yeah this  is  IRC  calling  calling  from  ASAP  about actually  i  want  to  know  yeah\"}, {\"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\": \"oh i mean you can hear that's about the uh but i yeah i call you about what the official this online shows the list right then i thought it shows this 900 something yeah\"}, {\"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 okay when i leave that card then i'll call you again okay okay okay thank you sir uh can you uh can you confirm that uh any uh do you okay with the two three stops over a\"}, {\"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 when i leave that card then i'll call you again okay okay okay thank you sir uh can you uh can you confirm that uh any uh do you okay with the two three stops over a i'm sorry two no stop push one or two stopovers is one no no no no one is so yes stop is okay okay so uh 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\": \"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\": \"uh but i yeah i call you about what the official this online shows the list right then i thought it shows this 900 something 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\": \"True\", \"quotation\": \"they taking my code then I can see 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\": \"oh i mean you can hear that's about the uh but i yeah i call you about what the official this online shows the list right then i thought it shows this 900 something yeah\"}, {\"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  sir, hello  hello this  is  IRC.\"}], \"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": "6c44001823434e38b9549b2af49e67fc", "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\"}, {\"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\": 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\": \"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\": \"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, 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. 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\": \"let me check with my husband and I will call you back back 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\": \"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\": \"Hi, this is Karthaba calling from ASAP to get regarding your flight.\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710523144.36401\", \"call_id\": \"call-E7-1710523144.36401-2\", \"start_time\": \"2024-03-15T17:19:04.000000Z\", \"EndTime\": \"2024-03-15T17:22:16Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Cordoba\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1710523144.36401-2\"}"}, {"id": "f617a2bc40bc4d4ab9ef9cd822cb930e", "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, 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\": \"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\": \"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\": \"True\", \"quotation\": \"I purchased a ticket with your company, and I'm thinking about canceling the flight so that I can maintain my credit.\"}, {\"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, my name is Herb Day. I purchased a ticket with your company, and I'm thinking about canceling the flight so that I can maintain my credit. 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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. 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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\": \"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\": \"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. Only they can provide you the information. 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Only they can provide you the information. So, okay, let me transfer your call to them.\"}, {\"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, sir, is this information regarding existing booking or you are looking for new tickets, if may I ask? ... 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\": \"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, sir, is this information regarding existing booking or you are looking for new tickets, if may I ask?\"}, {\"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-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": "bb1812141dfe4f3fbbe8696a30c8c369", "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\": \"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\": \"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\": \"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\": \"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\": \"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\": \"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\"}, {\"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-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": "1eb8efc43d214d90bc0288f07a14aa43", "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.\"}, {\"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 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\"}, {\"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 just asking like about the ticket, you know, the domestic one. What happened with that ticket?\"}, {\"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. 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\": \"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\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"hello Hi, 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, 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?\"}, {\"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  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\": \"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. 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. yeah no worries That takes like 10 to 15 seconds, Okay. Hold the line. 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\": \"Let me just, you know, again, let me transfer your call. 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\": \"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\": \"What happened with that ticket?...he told me that unfortunately there is no way around and the only possible way is to postpone the ticket...he hadn't given me any feasible option to consider...Like any chance...the way that he had explained me that I would be paying for more for the postponing services rather than buying a new ticket...i asked him...what would he do...i can get a refund that would be great...if I can't get a refund I would like an exchange but I don't want to pay huge sum...Let me just, again, let me transfer your call...Just double check again that tomorrow is my date...I might not travel...should I go ahead and ask for cancellation? And any amount that can be refundable...Just let me, yeah let me transfer...give me one second...\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"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\": \"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, 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": "48c328d01c72421bbca0a9518bf01840", "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. Yes. I see discounts. One-way fare from Africa to the U.S. But I don't see it from Kinshasa. That's why I was calling. To see if you have anything. So are you booking for somebody or it's your trip? It's for my husband. Okay. So you're traveling from Senegal to Washington and Correct.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello. Yeah. Hey, Reggie. Hi. 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\": \"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?\\nNo.\"}, {\"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\"}, {\"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\": \"I'm calling from ASAP Tickets. In regard to a flight request that you left to our site, are you still interested in booking?... That's why I was calling. To see if you have anything.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"You're for me? 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? Yes. It can be flexible under 18, 17 or 18, depending on the price. I'm doing the same thing.\"}, {\"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\": \"True\", \"quotation\": \"But I don't see it from Kinshasa. That's why I was calling. To see if you have anything.\"}, {\"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. To see if you have anything.\"}, {\"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 will the husband be needing a hotel or car rental?\\nNo.\"}, {\"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\": \"To see if you have anything. So are you booking for somebody or it's your ship? It's for my husband.\"}, {\"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": "af7241e5103d4edfbd0e19059e784fdf", "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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Yeah, sir, as I can check, DOSI is not available, so that's why I am transferring your calls to that department.\"}], \"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": "5455a0450df44cc3bd236cc7f6fe69d3", "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, sir. Tanda? -her -her, It's Tampa to CIA. I'm not the SS. sir. -her -her -her -her -her -her -her. CIA is the sky or? Yes, sir. She -her -her -her, Mm -hmm. room, to Yeah, the sky. Okay. So, you can click the code, the exchange should be done? yes? 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Tanda? -her -her, It's Tampa to CIA. I'm not the SS. sir. -her -her -her, she -her -her -her. CIA is the sky or? Yes, sir. She -her -her -her, Mm -hmm. room, to Yeah, the sky. Okay. So, you can click the code, the exchange should be done? yes? Right? Yes. Yes, you can do the exchange. 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\": \"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, you can click the code, the exchange should be done? yes? Right? Yes. Yes, you can do the exchange. right? The exchange should be free. There would be no penalty. There wouldn't be any airline penalty.\"}, {\"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. 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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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This is Parthos. How can 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\": \"False\", \"quotation\": null}, {\"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.\"}], \"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": "a52f5f22d9ce42f4bd352cbb86c75edf", "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. What is the price code that you're receiving from American Express? Is it flying to Dublin?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"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\": \"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 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. That is the most comfortable option and cheapest option that is available 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\": \"So what that's more than American Express I have found is another option which I'm sending across to you.\"}, {\"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\": \"True\", \"quotation\": \"All right, perfect. Thank you so much. All right. You're welcome. I appreciate it. Thank you. Keep it. All right, bye-bye. All right. All right.\"}, {\"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\": \"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. 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\": \"I had sent you an option that I had found on, you know, regarding ice and air. Could you go through that option?... It's around $3,367.20. That is the most comfortable option and cheapest option that is available right now. but I mean it's still $300 more per person so it's $600 more expensive than if I just go through American Express so-hmm.\"}, {\"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 Bronson calling from AACP Tickets.\"}], \"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": "c2a2db1179fb4b39bd36dfae95df80a0", "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, if you'd like to re-adjust your flight, so I will transfer this call to 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\": \"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\": \"I'm here. Yes, I'm here. Hello, Is my name is Solzhen from ICT. this customer service of ACA? Now, should I transfer to SatMachines? Yeah, because I don't know if person that I could talk about the scheduling of my flight that they keep on changing the One moment. 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\": \"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\": \"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\": \"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\": \"True\", \"quotation\": \"Hello, Is my name is Solzhen from ICT.\"}, {\"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. 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\": \"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, because I don't know if person that I could talk about the scheduling of my flight that they keep on changing the flight. Can I give you the, what is this? Confirmation number. I'll be to Duma. Yeah, so I see today there was a time change in a flight from Boston to New York, JFK. So, one moment. Okay, okay. Go to your mommy. I'm talking to somebody here. Go to your mommy. 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. Okay, then. Thank you. Well, thank you, moment. 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\": \"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.\"}, {\"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 they keep on changing. I think it's five times already. Everything is confirmed, confirmed, and reconfirmed. So I don't understand this flight.\"}, {\"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 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": "ee966b51b3064752bdc90e8e8ad4d4aa", "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.\"}, {\"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.\"}, {\"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. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Do you want me to do that 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\": \"You can switch me to the customer service... Let me just start a call with the customer service 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\": \"True\", \"quotation\": \"You can switch me to the customer service.\"}, {\"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\": \"It's Mark at the line 10.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"You can switch me to the customer service.\"}, {\"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 ASAP Ticket, District Summer. How can I assist you today? It's Mark at the line 10.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710698264.45468\", \"call_id\": \"call-E4-1710698264.45468-3\", \"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-E4-1710698264.45468-3\"}"}, {"id": "39481c9c969f4a21bdea60ced7a519b3", "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 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\": \"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. 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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 not that, if you want to have this particular date, like 24th of April and coming back on second May, I have another option. Okay? much is it? Okay. So, do you want the check -in again, literally, or not? Just one. One nugget. one minute. The carry-on. Other? Carry-on or check-in?-in. I have to pay for check -in. Oh, if you want check -in, then I have to step for another option because the check -in is not included here. Let me check. Okay. Give me a minute.\"}, {\"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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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\": \"Hello, yes, this is Mary. 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? Okay. 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-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": "398c2e4af1d14dfbbe0937c58c922e9c", "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.\"}, {\"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\": \"Calling Seattle. The chicken today?\"}, {\"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\": \"True\", \"quotation\": \"I'm calling Seattle today. I'm today. Sorry?\"}, {\"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\": \"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\": \"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?  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\": \"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\": \"Can you hear me? Hello, how are you doing? Yeah, I can hear you. Can you hear me? Yes, I can 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\": \"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\": \"True\", \"quotation\": \"Okay, let me try and transfer you to C-Suite Inc. Okay? Give me a minute.\"}, {\"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? Calling Seattle. The chicken today?\"}, {\"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\": \"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\": \"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 ATAP to get my customer support. My name is Akata. How may I help you today?\"}], \"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": "9ee7c6a521e54910bea100ee5cba86f8", "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\": \"Since the people I'm transferring to are busy, let me try transferring to someone else.\"}, {\"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\": \"Do you have him call me?\"}, {\"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\": \"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? 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? Ah, yeah, me again.\"}, {\"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\": \"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\": \"Since the people I'm transferring to are busy, let me try transferring to someone else.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello? Ah, yeah, me again. Sorry, Didn't pick it up. it's me.\"}], \"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": "8635e7fa7e5a48babebcbc3ea05b20fa", "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.\"}, {\"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\": 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\": \"Can I check with Carlton? Carlton? Yes. Oh, alright. Yes, absolutely.\"}, {\"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. 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'm transferring the 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\": \"I'm transferring the call.\"}, {\"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? Carlton? Yes.\"}, {\"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": "5c33c91b75f04478beddb1546db5be49", "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\": \"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 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 I saw you already booked a ticket and then you wanted to change your 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\": \"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\": \"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\": \"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\"}, {\"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\": \"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 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-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": "8ae4fd64411f4e99bfc9b4ca972586db", "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\": 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\": 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\": 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\": \"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": "4976abb2fb32443cbfdc363a303ee38f", "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? Am I audible?\"}, {\"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\": \"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\": \"This is with regard to the flight request you have made.\"}, {\"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 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. I Are you still looking for the 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\": \"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\": \"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. 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\": \"If you're having a hard time hearing me, perhaps I should call you guys 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 was just 613-850-0587. 613-850-0587. And your good name please? Yes. Byron. B-Y-R-O-N. P-Y-R-O-N. I am repeating the number. Could you please say it? 613-850-0587. Am I I right? Yes. Yes. Great. So what's the right time I can call you on? Well, I can talk. I can talk. I just, I can't keep repeating myself if you can't hear me. If there's something wrong with the connection. Correct. Okay. Could you please give me your 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\": \"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\": \"Correct.\"}, {\"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\": \"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\"}"}]