[{"id": "89f9868ef82048a8a50fc2696591fb34", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"I'm looking for my mom from uh Fulton Beach to Frankfort\"}, {\"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 Gani 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\": \"True\", \"quotation\": \"burger brag you can remove him from your 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\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I see... I see you left two email addresses for us on the website.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, this is Gani 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\": \"Travel there 18th June and 2 July\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"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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I see you left two email addresses for us on the website.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, this is Gani from ASAP Tickets.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710959547.83854\", \"call_id\": \"call-E4-1710959547.83854-2\", \"start_time\": \"2024-03-20T18:32:27.000000Z\", \"EndTime\": \"2024-03-20T18:37:39Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Gernny\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710959547.83854-2\"}"}, {"id": "0c0f3e0032e34097987ccecd870b908e", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 connect you over then, okay? One second.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Oh, I wanted to talk and I said one minute and he disconnected the line.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello? Hi,\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"I wanted to talk and I said one minute and he disconnected the line.\"}, {\"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\": \"because I have to repeat again and tell him\"}, {\"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 connect you over then, okay? One second.\"}, {\"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\": \"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 wanted to talk and I said one minute and he disconnected the line.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Oh, I wanted to talk and I said one minute and he disconnected the line.\"}, {\"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\": \"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\": \"NA\", \"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\": \"E4-1711037242.22433\", \"call_id\": \"E4-1711037242.22433-3\", \"start_time\": \"2024-03-21T16:07:22.000Z\", \"end_time\": \"2024-03-21T16:07:23.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2896003999\", \"in_bound_number\": \"8888264991\", \"agent_id\": \"58975\", \"nick\": \"enriquez\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"enriquez.b@asaptickets.com\", \"agent_name\": \"Diether Berangel\", \"hangup_reason\": \"agent\", \"notes\": \"PH\", \"calculated_name\": \"enriquez (Diether Berangel)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1711037242.22433-3\"}"}, {"id": "b8396aa651b344e480b8783483019cc3", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"That is a flight from Edmonton to Abidjan and Abidjan to Edmonton, right?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"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. Hello. Hi mom.\"}, {\"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 29th to July 10th.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"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\": \"Okay. And when can I call back you for these details? Uh, I'm going to look over the email you sent me, and if I'm interested, I will 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\": \"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\": \"Once again, my name is IRC.\"}], \"metadata\": {\"master_call_id\": \"call-E6-1711133361.79607\", \"call_id\": \"call-E6-1711133361.79607-2\", \"start_time\": \"2024-03-22T18:49:21.000000Z\", \"EndTime\": \"2024-03-22T18:53:57Z\", \"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-E6-1711133361.79607-2\"}"}, {"id": "9a976b1a37cf456a80e87e08d1d2edd9", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 able to transfer you to our customer service department, and they will do the best for you.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"So, as you can see, the fight is on April 23rd from LA to Narita, Tokyo. 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\": \"Hello, my name is Nathan from Reputation Team in South 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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"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, my name is Nathan from Reputation Team in South Texas. 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Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, my name is Nathan from Reputation Team in South Texas.\"}], \"metadata\": {\"master_call_id\": \"E5-1711314968.66987\", \"call_id\": \"E5-1711314968.66987-5\", \"start_time\": \"2024-03-24T21:16:08.000Z\", \"end_time\": \"2024-03-24T21:16:09.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9182899339\", \"in_bound_number\": \"8007230482\", \"agent_id\": \"30025\", \"nick\": \"Nathan\", \"call_queue\": \"22904\", \"is_transfer\": \"no\", \"agent_email\": \"nathan.k@itncorp.com\", \"agent_name\": \"Andrei Kubarev\", \"hangup_reason\": \"caller\", \"notes\": \"Schedule Change Agents\", \"calculated_name\": \"Nathan (Andrei Kubarev)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1711314968.66987-5\"}"}, {"id": "0dd68df4a00e467381d5f8c0e2abe353", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 for directing to customer service 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\": \"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 ASAPCX.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling ASAPCX. My name is Doma.\"}, {\"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\": \"Of course, please stay on the line.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"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 Doma.\"}], \"metadata\": {\"master_call_id\": \"E5-1711050465.93697\", \"call_id\": \"E5-1711050465.93697-3\", \"start_time\": \"2024-03-21T19:47:45.000Z\", \"end_time\": \"2024-03-21T19:47:45.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"4168568012\", \"in_bound_number\": \"8002631071\", \"agent_id\": \"23450\", \"nick\": \"Thelma\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"thelma.a@asaptickets.com\", \"agent_name\": \"Mercy Adeniyi\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"Thelma (Mercy Adeniyi)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1711050465.93697-3\"}"}, {"id": "ab6f828e1ec74d4c826fbd11cd1870a6", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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, Hi Advertisers, is Hayden from ASICS\"}, {\"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, I know, but I tried clicking on that star, you know, it doesn't show up anything. I don't even understand why are you giving me all silver dates when I am putting in, and it has, like, edit dates at the bottom, you know? I mean, it's just, like, it seems, like, not true. I don't want to trust it anymore.\"}, {\"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 went through all of this to contact you, thinking that price would be real, and it's just not.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello? Hello, Hi Advertisers, is Hayden from ASICS, I Hi, 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\": \"True\", \"quotation\": \"I would like to leave out around May 17th, like, anytime, and no, yeah, you know, like, after work hours, and get there early morning in Boston on May 18th. And coming back is quite flexible on the 20th, yeah, whatever 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\": \"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\": \"Yeah, I know, but I tried clicking on that star, you know, it doesn't show up anything. I don't even understand why are you giving me all silver dates when I am putting in, and it has, like, edit dates at the bottom, 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\": \"Yeah, I know, but I tried clicking on that star, you know, it doesn't show up anything.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"Yeah, I know, but I tried clicking on that star, you know, it doesn't show up anything. I don't even understand why are you giving me all silver dates when I am putting in, and it has, like, edit dates at the bottom, you know? I mean, it's just, like, it seems, like, not true. I don't want to trust it anymore.\"}, {\"id\": \"c632435f-2826-4d00-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, I know, but I tried clicking on that star, you know, it doesn't show up anything.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hi Advertisers, is Hayden from ASICS, I\"}], \"metadata\": {\"master_call_id\": \"call-E1-1710779124.486940\", \"call_id\": \"call-E1-1710779124.486940-3\", \"start_time\": \"2024-03-18T16:25:24.000000Z\", \"EndTime\": \"2024-03-18T16:29:30Z\", \"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-E1-1710779124.486940-3\"}"}, {"id": "0a461e660ee84af18371452008c8bc45", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 need to speak with someone from the customer support. I'm going to transfer you. 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\": \"True\", \"quotation\": \"Hello, thank you for calling ASAP Ticket Concierge Department.\"}, {\"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\": \"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 Concierge Department. 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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\": \"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\": \"True\", \"quotation\": \"I'm traveling on the 22nd 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\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, you need to speak with someone from the customer support. I'm going to transfer you. Please stay on the line.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"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\": \"True\", \"quotation\": \"My name is Margo.\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710795997.545609\", \"call_id\": \"call-E2-1710795997.545609-6\", \"start_time\": \"2024-03-18T21:06:37.000000Z\", \"EndTime\": \"2024-03-18T21:06:37Z\", \"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-E2-1710795997.545609-6\"}"}, {"id": "3d8ea561fa034ed083f9f8ce500a2186", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 it back to her if that's fine\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"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\": \"True\", \"quotation\": \"the pahal pahal isn't available that's the reason it came back to me\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"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, like one of the one of the two may send me a letter. Like a phone for me to fill. So, I also read down it. So, I just want to know when when I 'm able to receive a reply.\"}, {\"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\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"let me transfer it back to her if that's fine\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"True\", \"quotation\": \"So, like one of the one of the two may send me a letter.\"}, {\"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 just want to know when when I 'm able to receive a reply.\"}, {\"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\": \"So, like one of the one of the two may send me a letter. Like a phone for me to fill. So, I also read down it. So, I just want to know when when I'm able to receive a reply.\"}, {\"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\": \"NA\", \"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\": \"E3-1711134274.1254528\", \"call_id\": \"E3-1711134274.1254528-6\", \"start_time\": \"2024-03-22T19:04:34.000Z\", \"end_time\": \"2024-03-22T19:04:34.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7745252199\", \"in_bound_number\": \"8778930722\", \"agent_id\": \"59451\", \"nick\": \"Bartosz\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"bartosz.a@asaptickets.com\", \"agent_name\": \"Mohammed Azharuddin\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Bartosz (Mohammed Azharuddin)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1711134274.1254528-6\"}"}, {"id": "9278ddfc60bb4b468407823ee7422a58", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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'd like to change it to California, both on the departure and the return.\"}, {\"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.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Customer 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\": \"True\", \"quotation\": \"Hello, thank you for calling us at Customer Support. My name is Corinthians.\"}], \"metadata\": {\"master_call_id\": \"E6-1711217102.45603\", \"call_id\": \"E6-1711217102.45603-4\", \"start_time\": \"2024-03-23T18:05:02.000Z\", \"end_time\": \"2024-03-23T18:05:03.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9515186711\", \"in_bound_number\": \"8776941365\", \"agent_id\": \"59467\", \"nick\": \"Corinthian\", \"call_queue\": \"22902\", \"is_transfer\": \"no\", \"agent_email\": \"corinthian.g@asaptickets.com\", \"agent_name\": \"Terseer Gaaba\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Corinthian (Terseer Gaaba)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1711217102.45603-4\"}"}, {"id": "7dd4749c614b479a85bd1f7cca165cf8", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 - 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In this situation, I will transfer this call directly to 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\": \"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\": \"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\": \"Yesterday I was talking to my husband\"}, {\"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 Volger. 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\": \"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\": \"True\", \"quotation\": \"I'm intending to travel on the 20th to go to Jakarta.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"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\": \"True\", \"quotation\": \"Okay, I understand. But in this situation, you have to speak with our customer support department. In this situation, I will transfer this call directly to 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\": \"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\": \"Yesterday I was talking to my husband\"}, {\"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, my name is Volger. How may I help you?\"}], \"metadata\": {\"master_call_id\": \"E1-1711215563.114797\", \"call_id\": \"E1-1711215563.114797-5\", \"start_time\": \"2024-03-23T17:39:23.000Z\", \"end_time\": \"2024-03-23T17:39:23.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"3476640592\", \"in_bound_number\": \"8007230482\", \"agent_id\": \"30059\", \"nick\": \"Folger\", \"call_queue\": \"22904\", \"is_transfer\": \"no\", \"agent_email\": \"folger.c@asaptickets.com\", \"agent_name\": \"Daniel Cojocaru\", \"hangup_reason\": \"caller\", \"notes\": \"Schedule Change Agents\", \"calculated_name\": \"Folger (Daniel Cojocaru)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1711215563.114797-5\"}"}, {"id": "757ac22baf8c434a868f2d70f1885436", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 have to get on to Delhi.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"\\u092e\\u0948\\u0902 \\u0939\\u093f\\u092e\\u093e\\u0902\\u0915 \\u092c\\u094b\\u0932 \\u0930\\u0939\\u093e \\u0939\\u0942\\u0901 ASAP Tickets \\u0938\\u0947\"}, {\"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\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. Hello, I 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\": \"I am mid of October until mid 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\": \"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\": \"True\", \"quotation\": \"On which you called? I may please know, 306 -914 -8719.\"}, {\"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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"\\u0939\\u093e\\u0901 \\u092e\\u0948\\u0902 \\u0939\\u093f\\u092e\\u093e\\u0902\\u0915 \\u092c\\u094b\\u0932 \\u0930\\u0939\\u093e \\u0939\\u0942\\u0901 ASAP Tickets \\u0938\\u0947, \\u0906\\u092a\\u0915\\u093e \\u090f\\u0915 inquiry \\u0925\\u093e\"}], \"metadata\": {\"master_call_id\": \"call-E4-1711041099.36113\", \"call_id\": \"call-E4-1711041099.36113-2\", \"start_time\": \"2024-03-21T17:11:39.000000Z\", \"EndTime\": \"2024-03-21T17:16:21Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Geo\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1711041099.36113-2\"}"}, {"id": "fdf5a37670a743f888575f4945d6bd71", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, I'm really sorry that the voucher you're looking for isn't provided on this ticket. What I'm going to do is I'm going to transfer you to the sales floor so someone else can 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\": \"Welcome and thank you for calling ASAP Ticket Customer Support.\"}, {\"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\": \"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\": \"True\", \"quotation\": \"she was supposed to use the code asap 30 to take the 30 dollars off of each ticket she never took the 30 dollars off\"}, {\"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\": \"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\": \"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 they just transferred me from the sales board to you\"}, {\"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 Ticket Customer Support. My name is Akanza.\"}, {\"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 my god i hate talking to you i just sat there and just told you the whole story you know i got to repeat it 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\": \"Okay, I'm really sorry that the voucher you're looking for isn't provided on this ticket. What I'm going to do is I'm going to transfer you to the sales floor so someone else can assist you because I want to get customer support.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"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\": \"True\", \"quotation\": \"i was gonna purchase the new ticket she was supposed to she was supposed to use the code asap 30 to take the 30 dollars off of each ticket she never took the 30 dollars off\"}, {\"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\": \"yeah they just transferred me from the sales board to you\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"i had uh that uh a quote from uh uh rada r -a -d -a -k for two tickets for 228 apiece but i that cold using asap 30 she never took my 30 dollars off so i could purchase i'm not purchasing the tickets until the 30 dollar comes off\"}, {\"id\": \"c632435f-2826-4d00-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\": \"Welcome and thank you for calling ASAP Ticket Customer Support. My name is Akanza.\"}], \"metadata\": {\"master_call_id\": \"E3-1711214558.46341\", \"call_id\": \"E3-1711214558.46341-8\", \"start_time\": \"2024-03-23T17:22:38.000Z\", \"end_time\": \"2024-03-23T17:22:40.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"8144030021\", \"in_bound_number\": \"8559602995\", \"agent_id\": \"59459\", \"nick\": \"Acantha\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"acantha.e@asaptickets.com\", \"agent_name\": \"Favour Etiosasere\", \"hangup_reason\": \"client\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Acantha (Favour Etiosasere)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1711214558.46341-8\"}"}, {"id": "6ac591c75db244288881d2ce11e6a547", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 may I know from which airport are you departing from? Las Vegas Nevada the Las Vegas. Okay, Las Vegas. 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Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"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 Vardhan.\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710853534.1412\", \"call_id\": \"call-F1-1710853534.1412-3\", \"start_time\": \"2024-03-19T13:05:34.000000Z\", \"EndTime\": \"2024-03-19T13:05:34Z\", \"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-F1-1710853534.1412-3\"}"}, {"id": "93bd258da2d8479e8a1f3af81437bfb3", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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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-E5-1710861846.32492\", \"call_id\": \"call-E5-1710861846.32492-14\", \"start_time\": \"2024-03-19T15:24:06.000000Z\", \"EndTime\": \"2024-03-19T15:24:06Z\", \"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-E5-1710861846.32492-14\"}"}, {"id": "7b4763114f2a4fdf8a51fdf448eb1375", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"Sure, ma'am. Allow me a moment. 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My name is Corencian, 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. 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My name is Corencian, how may I assist you?\"}], \"metadata\": {\"master_call_id\": \"call-E1-1710859460.673856\", \"call_id\": \"call-E1-1710859460.673856-5\", \"start_time\": \"2024-03-19T14:44:20.000000Z\", \"EndTime\": \"2024-03-19T14:44:20Z\", \"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-E1-1710859460.673856-5\"}"}, {"id": "13ad6c3b97d04c228b1d78af40a4d05e", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 let me transfer to the department and I might 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 ATAP Ticket Customer Support.\"}, {\"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\": \"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 ATAP 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\": \"True\", \"quotation\": \"Okay. I just want to share some of my flight information for March 22nd\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"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\": \"Sorry, I can't pull up the details here on my end. But let me transfer to the department and I might 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\": \"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\": \"True\", \"quotation\": \"Hello, thank you for calling ATAP Ticket Customer Support. My name is Koryntian.\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710795997.545609\", \"call_id\": \"call-E2-1710795997.545609-8\", \"start_time\": \"2024-03-18T21:06:37.000000Z\", \"EndTime\": \"2024-03-18T21:06:37Z\", \"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-E2-1710795997.545609-8\"}"}, {"id": "4829baa0956c45528b368c496c43aa08", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 have a flight booked for May 30th from New York, EWR, to Manila, Philippines, on May 30th\"}, {\"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 the Shared Ticket customer support.\"}, {\"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, thank you for calling the Shared Ticket customer support. 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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\": \"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\": \"NA\", \"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 the Shared Ticket customer support. My name is Corinthian, how may I assist you?\"}], \"metadata\": {\"master_call_id\": \"E6-1711137603.95509\", \"call_id\": \"E6-1711137603.95509-9\", \"start_time\": \"2024-03-22T20:00:03.000Z\", \"end_time\": \"2024-03-22T20:00:03.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2019945409\", \"in_bound_number\": \"8007502238\", \"agent_id\": \"59467\", \"nick\": \"Corinthian\", \"call_queue\": \"22902\", \"is_transfer\": \"no\", \"agent_email\": \"corinthian.g@asaptickets.com\", \"agent_name\": \"Terseer Gaaba\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Corinthian (Terseer Gaaba)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1711137603.95509-9\"}"}, {"id": "21f8754755f740b18b872bc3c7aedb34", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling ASAP Secrets Customer Support.\"}, {\"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\": \"True\", \"quotation\": \"Yes, they said it would get back to me right after I book, but they never did.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes, no one got back to me regarding my author book, regarding my chief assignment.\"}, {\"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 Secrets Customer Support. My name is Parinthian. I may 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\": \"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\": \"Yes, they said it would get back to me right after I book, but they never did.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Yes, they said it would get back to me right after I book, but they never did.\"}, {\"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, no one got back to me regarding my author book, regarding my chief assignment.\"}, {\"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\": \"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 Parinthian.\"}], \"metadata\": {\"master_call_id\": \"E3-1711212965.40924\", \"call_id\": \"E3-1711212965.40924-5\", \"start_time\": \"2024-03-23T16:56:05.000Z\", \"end_time\": \"2024-03-23T16:56:05.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9254876605\", \"in_bound_number\": \"8883330952\", \"agent_id\": \"59467\", \"nick\": \"Corinthian\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"corinthian.g@asaptickets.com\", \"agent_name\": \"Terseer Gaaba\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Corinthian (Terseer Gaaba)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1711212965.40924-5\"}"}, {"id": "4e638d7adc2b4abe8bed86c8fbc021bf", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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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-E9-1710798352.34316\", \"call_id\": \"call-E9-1710798352.34316-8\", \"start_time\": \"2024-03-18T21:45:52.000000Z\", \"EndTime\": \"2024-03-18T21:45:52Z\", \"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-E9-1710798352.34316-8\"}"}, {"id": "010fde36129a42af8da0d015f118cc22", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 you want I can just over the period I can transfer a call to the sales department who can assist you on making a new flight\"}, {\"id\": \"e7895558-7219-4b2d-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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I've already paid way up there.\"}, {\"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've done this five days ago because there was a conflict where they canceled one airline, and it had to be rebooked, and I had to reschedule the 14th airline to match it, and they were able to do that there at the protection department.\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I've already got this schedule straightened out through APAC Changes. I've done this five days ago because there was a conflict where they canceled one airline, and it had to be rebooked\"}, {\"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 getting a lot of messages from ASAP from different agents, and it's like they're not really in sync with what's going on.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"if you want I can just over the period I can transfer a call to the sales department who can assist you on making a new flight\"}, {\"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\": \"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\": \"they're not really in sync with what's going on. They keep sending them a link to... clicked it to confirm my schedule, but yet when you click the link, there's nothing there. It says that the schedule has expired\"}, {\"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 just got a message from the Special Services Department, and, okay you know, I'm trying to figure this out.\"}, {\"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 getting a lot of messages from ASAP from different agents, and it's like they're not really in sync with what's going on.\"}, {\"id\": \"c632435f-2826-4d00-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\": \"They keep sending them a link to... clicked it to confirm my schedule, but yet when you click the link, there's nothing there. It says that the schedule has expired, but I've already got this schedule straightened out through APAC Changes.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hi, yes, this is Robert Reed.\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710792963.58602\", \"call_id\": \"call-E7-1710792963.58602-5\", \"start_time\": \"2024-03-18T20:16:03.000000Z\", \"EndTime\": \"2024-03-18T20:16:03Z\", \"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-E7-1710792963.58602-5\"}"}, {"id": "aae35c92774e42f18dcf49b66397a13a", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 Secret Customer Support.\"}, {\"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\": \"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\": \"Welcome and thank you for calling ASAP Secret Customer Support. 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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\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. 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Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"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\": \"NA\", \"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\": \"E6-1711048974.71772\", \"call_id\": \"E6-1711048974.71772-6\", \"start_time\": \"2024-03-21T19:22:54.000Z\", \"end_time\": \"2024-03-21T19:22:55.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6465925755\", \"in_bound_number\": \"8443100711\", \"agent_id\": \"59459\", \"nick\": \"Acantha\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"acantha.e@asaptickets.com\", \"agent_name\": \"Favour Etiosasere\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Acantha (Favour Etiosasere)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1711048974.71772-6\"}"}, {"id": "517a009a61f740e68e1f8e3e13554c3d", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 that can i just transfer to sales because this is customer service and sales are the people\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"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 this up Ticket 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\": \"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\": \"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\": \"for Davidson, Mark is April 28, 1985.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"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\": \"for that can i just transfer to sales because this is customer service and sales are the people who help you in making the new flights\"}, {\"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\": \"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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"this is Bartosz how can I help you today\"}], \"metadata\": {\"master_call_id\": \"E4-1711135178.65432\", \"call_id\": \"E4-1711135178.65432-5\", \"start_time\": \"2024-03-22T19:19:38.000Z\", \"end_time\": \"2024-03-22T19:19:39.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"3062093725\", \"in_bound_number\": \"8885211404\", \"agent_id\": \"59451\", \"nick\": \"Bartosz\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"bartosz.a@asaptickets.com\", \"agent_name\": \"Mohammed Azharuddin\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Bartosz (Mohammed Azharuddin)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1711135178.65432-5\"}"}, {"id": "710a95441796435c8e30bb8e5df5a38d", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"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\": \"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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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\": \"E2-1711220281.117254\", \"call_id\": \"E2-1711220281.117254-5\", \"start_time\": \"2024-03-23T18:58:01.000Z\", \"end_time\": \"2024-03-23T18:58:01.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"5743500092\", \"in_bound_number\": \"8889962522\", \"agent_id\": \"59467\", \"nick\": \"Corinthian\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"corinthian.g@asaptickets.com\", \"agent_name\": \"Terseer Gaaba\", \"hangup_reason\": \"client\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Corinthian (Terseer Gaaba)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1711220281.117254-5\"}"}, {"id": "356d083e21ae4ce18e55298c1fdf8a69", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 it's from, I believe it's sending back to Miami. yeah Miami Lagos Lagos Miami\"}, {\"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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So what I can see here, Pina, is that you want to travel from Detroit to Milan, right?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"I'm calling from ASAP Tickets. ASAP Tickets. We are into flight provision for travelers.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"True\", \"quotation\": \"i don't want i want you to take my request off i don't want this okay thank you\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"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, my name is Enward.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"So what I can see here, Pina, is that you want to travel from Detroit to Milan, right? To Milan. Ok. And you intend to depart in the month of May. Precisely on the 2nd of May. And you want to return on the 30th of May. Is that correct?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"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\": \"True\", \"quotation\": \"the reason i clicked on your site is because it looked like it was um cheaper\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, my name is Enward. I'm calling from ASAP Tickets.\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710962491.61514\", \"call_id\": \"call-E8-1710962491.61514-2\", \"start_time\": \"2024-03-20T19:21:31.000000Z\", \"EndTime\": \"2024-03-20T19:25:19Z\", \"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-E8-1710962491.61514-2\"}"}, {"id": "15d881dcd5504b2590aee2ba29c7da0b", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"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\": \"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\": \"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, they've already changed my flight. 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Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - 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Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"E6-1711048974.71772\", \"call_id\": \"E6-1711048974.71772-3\", \"start_time\": \"2024-03-21T19:22:54.000Z\", \"end_time\": \"2024-03-21T19:22:55.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6465925755\", \"in_bound_number\": \"8443100711\", \"agent_id\": \"60214\", \"nick\": \"Randon\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"randon.r@asaptickets.com\", \"agent_name\": \"Aakash Rajak\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"Randon (Aakash Rajak)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1711048974.71772-3\"}"}, {"id": "6ce06e16ed7c4fa891c2f94c60aa49de", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 InStyle Ticket Personal Support.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"yeah this is donata martin i called this morning for if i can find a flight to go tonight or tomorrow\"}, {\"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 InStyle Ticket Personal Support. 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Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"yeah this is donata martin i called this morning for if i can find a flight to go tonight or tomorrow\"}, {\"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 Akanta.\"}], \"metadata\": {\"master_call_id\": \"E7-1711144125.102917\", \"call_id\": \"E7-1711144125.102917-4\", \"start_time\": \"2024-03-22T21:48:45.000Z\", \"end_time\": \"2024-03-22T21:48:45.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6613730906\", \"in_bound_number\": \"8445533231\", \"agent_id\": \"59459\", \"nick\": \"Acantha\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"acantha.e@asaptickets.com\", \"agent_name\": \"Favour Etiosasere\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Acantha (Favour Etiosasere)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1711144125.102917-4\"}"}, {"id": "c6d9b7538e5848ac94b4a087b2c98e07", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"Yes, I said where is the itinerary, like where are you flying from and from where to where? For security reasons? Oh, I'm trying from Chicago to Liston.\"}, {\"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 Subticket Cosmos Support Line.\"}, {\"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\": \"I'm just calling because I purchased the ticket with you and I'm looking now for emails and I cannot find it because I have so much other correspondence from you that I just cannot get to the ticket.\"}, {\"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 Subticket Cosmos Support Line. My name is Ebenezer. Can I see 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\": \"Correct, on the 10th of April, coming back the 15th of April, 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'm just calling because I purchased the ticket with you and I'm looking now for emails and I cannot find it because I have so much other correspondence from you that I just cannot get to 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\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Ebenezer.\"}], \"metadata\": {\"master_call_id\": \"E5-1711309622.50375\", \"call_id\": \"E5-1711309622.50375-8\", \"start_time\": \"2024-03-24T19:47:02.000Z\", \"end_time\": \"2024-03-24T19:47:02.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7735072196\", \"in_bound_number\": \"8007502238\", \"agent_id\": \"59457\", \"nick\": \"Ebenezer\", \"call_queue\": \"22902\", \"is_transfer\": \"no\", \"agent_email\": \"ebenezer.a@asaptickets.com\", \"agent_name\": \"Chikaodiri Amaeze\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Ebenezer (Chikaodiri Amaeze)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1711309622.50375-8\"}"}, {"id": "5081f26fa3d24fb694d7e5e3a3959655", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"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\": \"No, no, you remember I exchanged my flight to 24th, right? April.\"}, {\"id\": \"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\": \"Good, I received an email. I replied to them that,\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, this is George.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"you remember I exchanged my flight to 24th, right? April.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"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, So, what they said, sir, last time, I don't see that part, to be honest, what's happening there.\"}, {\"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\": \"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\": \"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. I replied to them that,\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"That's ridiculous. And then he's charging me like $100 on something.\"}, {\"id\": \"c632435f-2826-4d00-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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, this is George.\"}], \"metadata\": {\"master_call_id\": \"E3-1711149370.1309657\", \"call_id\": \"E3-1711149370.1309657-3\", \"start_time\": \"2024-03-22T23:16:10.000Z\", \"end_time\": \"2024-03-22T23:16:10.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9097338491\", \"in_bound_number\": \"8552851366\", \"agent_id\": \"27821\", \"nick\": \"George\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"george.g@asaptickets.com\", \"agent_name\": \"Givi Glonti\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"George (Givi Glonti)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1711149370.1309657-3\"}"}, {"id": "6e5f7986394a4f449524e951c855b76b", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"Yo te trato de traficar de nuevo hacia Tamara porque Marroqu\\u00edn no me aparece disponible. Dame un segundo.\"}, {\"id\": \"e7895558-7219-4b2d-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\": \"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\": \"True\", \"quotation\": \"yo compr\\u00e9 un pasaje con Tamara, ella me dijo que era un pasaje de turista, que pod\\u00eda hacer cambios si era necesario, pues entonces ahora llamo porque voy a a\\u00f1adir una perrita y me dicen que ustedes ah\\u00ed no hacen eso\"}, {\"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\": \"ya yo habl\\u00e9 con Servicio al Cliente, mi coraz\\u00f3n, ya yo habl\\u00e9 con Servicio al Cliente. Ellos me pasaron a la, a la, all\\u00e1, a, a United\"}, {\"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\": \"ya yo habl\\u00e9 con Servicio al Cliente, mi coraz\\u00f3n, ya yo habl\\u00e9 con Servicio al Cliente. Ellos me pasaron a la, a la, all\\u00e1, a, a United\"}, {\"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\": \"D\\u00e9jame yo te traje con atenci\\u00f3n al cliente. Ellos te pueden ayudar en cuanto a a\\u00f1adir el servicio de mascota.\"}, {\"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\": \"Mira, mi vida, yo compr\\u00e9 un pasaje con Tamara, ella me dijo que era un pasaje de turista, que pod\\u00eda hacer cambios si era necesario, pues entonces ahora llamo porque voy a a\\u00f1adir una perrita y me dicen que ustedes ah\\u00ed no hacen eso\"}, {\"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\": \"ya yo habl\\u00e9 con Servicio al Cliente, mi coraz\\u00f3n, ya yo habl\\u00e9 con Servicio al Cliente.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"Pero lo que m\\u00e1s me preocupa es que yo le dije a Tamara que yo necesito una tarifa que yo pueda cambiar el caso, porque casi siempre que voy all\\u00e1, algo y yo tengo que cambiar mi pasaje. Y ahora ella me dice la, la, la de, no, es que no, que ese trabajo, ese, ese vuelo a dar esa presi\\u00f3n, el que ella me dio. Es una tarifa especial y que no se pueden hacer cambios.\"}, {\"id\": \"c632435f-2826-4d00-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-E7-1710800577.82707\", \"call_id\": \"call-E7-1710800577.82707-8\", \"start_time\": \"2024-03-18T22:22:57.000000Z\", \"EndTime\": \"2024-03-18T22:22:57Z\", \"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-E7-1710800577.82707-8\"}"}, {"id": "582d49a211414fa49553fcbc64b2b63c", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"are you looking for the flight tickets, hi yeah I am looking forward to our tickets from New York to Haneda sir?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"This is Malgoro 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\": \"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\": \"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\": \"Yes. And the travel dates are 16th of April, it is mentioned. So, is it, is it the exact date? Is it like a fixed date or are you flexible?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"This is Malgoro calling from ASAP Tickets.\"}], \"metadata\": {\"master_call_id\": \"call-E7-1711056852.97673\", \"call_id\": \"call-E7-1711056852.97673-2\", \"start_time\": \"2024-03-21T21:34:12.000000Z\", \"EndTime\": \"2024-03-21T21:38:36Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Marlborough\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1711056852.97673-2\"}"}, {"id": "d42f444407a3424d959794e70981323f", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 see on your ticket. And let me go ahead and transfer you to the customer service department. I think they will be able to fix this. And they will give you the maximum assistance. 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Air Canada. Going to Hong Kong. Hong Kong to Manila.\"}, {\"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\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"yeah Okay, I'm sorry.\"}, {\"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\": \"please say it one more time. okay okay zero one four nine three five five two oh this is for my son okay zero one four nine three five five two four nine four one three Okay, please give me 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\": \"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\": \"True\", \"quotation\": \"so i call this just uh early i did 11 o'clock i said your flight is today and i think i'm just run to the airport i thought it's tonight 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\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E3-1710786640.298568\", \"call_id\": \"call-E3-1710786640.298568-5\", \"start_time\": \"2024-03-18T18:30:40.000000Z\", \"EndTime\": \"2024-03-18T18:30:40Z\", \"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-E3-1710786640.298568-5\"}"}, {"id": "f58f1acd8cc543d796dfff9c28efd9fb", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"From so from where you want to travel? New York, LaGuardia, Newark Airport in New Jersey... And to which city you want to travel? Orlando. Orlando, Florida.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome to ASAP Tickets. This is Abhi from ASAP Tickets.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So you, okay, You don't. you sent it via my text or my phone.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, welcome to ASAP Tickets. This is Abhi from ASAP Tickets. How I may 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\": \"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\": \"True\", \"quotation\": \"Okay, and on which date you want to 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. 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\": \"Or do what you did the last time for 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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, welcome to ASAP Tickets. This is Abhi from ASAP Tickets.\"}], \"metadata\": {\"master_call_id\": \"F1-1711039064.46017\", \"call_id\": \"F1-1711039064.46017-3\", \"start_time\": \"2024-03-21T16:37:44.000Z\", \"end_time\": \"2024-03-21T16:37:44.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9294938412\", \"in_bound_number\": \"8009815608\", \"agent_id\": \"60651\", \"nick\": \"Sabby\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"sabby.c@asaptickets.com\", \"agent_name\": \"Shafat Choorisaaz\", \"hangup_reason\": \"caller\", \"notes\": \"DRP\", \"calculated_name\": \"Sabby (Shafat Choorisaaz)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1711039064.46017-3\"}"}, {"id": "87055eafe71c4a36987c8da2ad3ec5e3", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP 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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"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, Daniel. I talked to Leroy before and trying to exchange my slide, but then I decided not to change it.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Tickets. You're speaking to Denver. 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 as of now, it says, uh, December 2nd is the departure, and then, uh, correct. Mm-hmm. the return is for, uh, December 16th, and then you'll be returning back on December 19th, 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\": \"Hi, Daniel. I talked to Leroy before and trying to exchange my slide, but then I decided not to change it.\"}, {\"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 Tickets. You're speaking to Denver.\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710778617.45584\", \"call_id\": \"call-E5-1710778617.45584-4\", \"start_time\": \"2024-03-18T16:16:57.000000Z\", \"EndTime\": \"2024-03-18T16:16:57Z\", \"CallDirection\": null, \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Dandreb\", \"CallQueue\": null, \"IsTransfer\": true, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1710778617.45584-4\"}"}, {"id": "368cadd428e54d189891e09a1eeb7c33", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"thank you for calling ASAP to get additional support.\"}, {\"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\": \"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\": \"NA\", \"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 get additional support.\"}, {\"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 date are you supposed to depart? What date are you supposed to depart? 8th of April.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"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, what did you say? said, can you confirm this confirmation number you gave me? That is 282REJ. 8, R8, R8.\"}, {\"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\": \"True\", \"quotation\": \"Yeah, I have a ticket. My ticket number is 282REJ.\"}, {\"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 Afansa\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710877937.79629\", \"call_id\": \"call-E7-1710877937.79629-6\", \"start_time\": \"2024-03-19T19:52:17.000000Z\", \"EndTime\": \"2024-03-19T19:52:17Z\", \"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-E7-1710877937.79629-6\"}"}, {"id": "9dbca9ed6e1f4ae398c8127a4610ef83", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"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\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - 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I'm just on the reservation team, so I don't have access to the previous booking. 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Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I wanted to find out no one has come back get back to me regarding my seat assignment\"}, {\"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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, this is Sainara speaking from Asia Tickets.\"}], \"metadata\": {\"master_call_id\": \"E3-1711212965.40924\", \"call_id\": \"E3-1711212965.40924-3\", \"start_time\": \"2024-03-23T16:56:05.000Z\", \"end_time\": \"2024-03-23T16:56:05.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9254876605\", \"in_bound_number\": \"8883330952\", \"agent_id\": \"59213\", \"nick\": \"Sayonara\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"sayonara.e@asaptickets.com\", \"agent_name\": \"Nourhan El Saeed\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"Sayonara (Nourhan El Saeed)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1711212965.40924-3\"}"}, {"id": "142243574fe442fd9985a8ee51f743aa", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello thank you for calling ASIA Ticket Customer Support.\"}, {\"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\": \"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 did do in your last job call, I just said.\"}, {\"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 Ticket Customer Support.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"So you have the new date you want to change to? Yes, Anything from me? Me? May 31st to June 7th, any flight available at that 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\": \"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\": \"True\", \"quotation\": \"I did do in your last job call, I just 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\": \"True\", \"quotation\": \"Hello thank you for calling ASIA Ticket Customer Support. My name is Currency and how may I assist you?\"}], \"metadata\": {\"master_call_id\": \"E5-1711050465.93697\", \"call_id\": \"E5-1711050465.93697-5\", \"start_time\": \"2024-03-21T19:47:45.000Z\", \"end_time\": \"2024-03-21T19:47:45.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"4168568012\", \"in_bound_number\": \"8002631071\", \"agent_id\": \"59467\", \"nick\": \"Corinthian\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"corinthian.g@asaptickets.com\", \"agent_name\": \"Terseer Gaaba\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Corinthian (Terseer Gaaba)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1711050465.93697-5\"}"}, {"id": "e1e6866dce4d4c4e9a0bf22a6b7903b8", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 while I try to transfer you to the agent.\"}, {\"id\": \"e7895558-7219-4b2d-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 APAC customer support.\"}, {\"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\": \"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 APAC customer support. 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Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Akanta.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710878198.96607\", \"call_id\": \"call-E4-1710878198.96607-4\", \"start_time\": \"2024-03-19T19:56:38.000000Z\", \"EndTime\": \"2024-03-19T19:56:38Z\", \"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-E4-1710878198.96607-4\"}"}, {"id": "9c24d11c79e34a779b745ef937068994", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"My departure date is the 26th of March from Newark Airport to Abbas, Ababa.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Okay. thank you for calling ASAP Ticket Customer Support.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I had another gentleman do this last week and he never called me back.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Okay. thank you for calling ASAP Ticket Customer Support. My name is Corentin. 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\": \"Your departure date? Can I remember your departure date? My departure date is the 26th of March from Newark Airport to Abbas, Ababa.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"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'll take your number, but I hope you call me back because I had another gentleman do this last week and he never called me 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\": \"I'll take your number, but I hope you call me back because I had another gentleman do this last week and he never called 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\": \"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\": \"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 hope you call me back because I had another gentleman do this last week and he never called me 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\": \"Okay. thank you for calling ASAP Ticket Customer Support. My name is Corentin.\"}], \"metadata\": {\"master_call_id\": \"F1-1711229124.19310\", \"call_id\": \"F1-1711229124.19310-7\", \"start_time\": \"2024-03-23T21:25:24.000Z\", \"end_time\": \"2024-03-23T21:25:25.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2018955286\", \"in_bound_number\": \"8332552818\", \"agent_id\": \"59467\", \"nick\": \"Corinthian\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"corinthian.g@asaptickets.com\", \"agent_name\": \"Terseer Gaaba\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Corinthian (Terseer Gaaba)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1711229124.19310-7\"}"}, {"id": "65bf3323f6e6423c9bb215ab558a6bdd", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 moved from Fort Wayne, Indiana on the 29th of March, flying to Charlotte, North Carolina\"}, {\"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 Sadoval 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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"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, this is Sadoval from ASAP. 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\": \"leaving the 29th of March. 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Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - 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Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling Mr. Aptiket Customer Support, my name is Korinthian Hamiashvili.\"}], \"metadata\": {\"master_call_id\": \"E4-1711046370.55651\", \"call_id\": \"E4-1711046370.55651-4\", \"start_time\": \"2024-03-21T18:39:30.000Z\", \"end_time\": \"2024-03-21T18:39:30.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"3238195797\", \"in_bound_number\": \"8448994952\", \"agent_id\": \"59467\", \"nick\": \"Corinthian\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"corinthian.g@asaptickets.com\", \"agent_name\": \"Terseer Gaaba\", \"hangup_reason\": \"client\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Corinthian (Terseer Gaaba)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1711046370.55651-4\"}"}, {"id": "b7b5fe4227c84c4a9bce225ccef5c593", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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, welcome and thank you for calling ASAP Ticket Customer Support.\"}, {\"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\": \"Yeah, can you please check my email I sent to Customer Care about an emergency? I have unused tickets which I want to quickly use to attend to a funeral urgently outside the country. I...sent a request to Customer Nobody has responded so I am calling up with a call.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hi, welcome and thank you for calling ASAP Ticket Customer Support. My name is Akansha.\"}, {\"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\": \"True\", \"quotation\": \"I'm sorry nobody has contacted 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 sorry nobody has contacted 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 sent a request to Customer Nobody has responded so I am calling up with a call.\"}, {\"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\": \"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\": \"E1-1711049448.1175571\", \"call_id\": \"E1-1711049448.1175571-7\", \"start_time\": \"2024-03-21T19:30:48.000Z\", \"end_time\": \"2024-03-21T19:30:49.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2026412598\", \"in_bound_number\": \"8557110200\", \"agent_id\": \"59459\", \"nick\": \"Acantha\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"acantha.e@asaptickets.com\", \"agent_name\": \"Favour Etiosasere\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Acantha (Favour Etiosasere)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1711049448.1175571-7\"}"}, {"id": "92879751428841e39c496c24d192bf71", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. 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Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"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 Rathus 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\": \"this is Rathus again\"}], \"metadata\": {\"master_call_id\": \"E2-1711038069.1180022\", \"call_id\": \"E2-1711038069.1180022-12\", \"start_time\": \"2024-03-21T16:21:09.000Z\", \"end_time\": \"2024-03-21T16:21:09.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7808845905\", \"in_bound_number\": \"8007502238\", \"agent_id\": \"59451\", \"nick\": \"Bartosz\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"bartosz.a@asaptickets.com\", \"agent_name\": \"Mohammed Azharuddin\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Bartosz (Mohammed Azharuddin)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1711038069.1180022-12\"}"}, {"id": "af91b71309fe41ec9cb07ad15ec12c25", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"Sige po, connect lang po kita sa kanila ma'am kasi yung request po na escalate na po sa kanilang 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 - Do 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\": \"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\": \"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\": \"Ma 'am, nakaita na po ng request ng aming customer service because yes, tumawag po ba kayo sa kanila kanina umaga? Oo. Oo.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, Ma 'am Sally.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. 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Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"yes, tumawag po ba kayo sa kanila kanina umaga? Oo. Oo.\"}, {\"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\": \"NA\", \"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\": \"E7-1711144125.102917\", \"call_id\": \"E7-1711144125.102917-3\", \"start_time\": \"2024-03-22T21:48:45.000Z\", \"end_time\": \"2024-03-22T21:48:45.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6613730906\", \"in_bound_number\": \"8445533231\", \"agent_id\": \"58656\", \"nick\": \"Barcelona\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"barcelona.a@asaptickets.com\", \"agent_name\": \"Cristine Alterado Larga\", \"hangup_reason\": \"caller\", \"notes\": \"PH\", \"calculated_name\": \"Barcelona (Cristine Alterado Larga)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1711144125.102917-3\"}"}, {"id": "bebd45b0e0da44cf9da4f6bd1298b23d", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"This is Ravikant at 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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"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 I sent an email to customer care and nobody has responded.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"This is Ravikant at ASAP Tickets. How may 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\": \"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\": \"True\", \"quotation\": \"Because I sent an email to customer care and nobody has responded.\"}, {\"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 I sent an email to customer care and nobody has responded.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"Because I sent an email to customer care and nobody has responded.\"}, {\"id\": \"c632435f-2826-4d00-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\": \"Because I sent an email to customer care and nobody has responded.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"This is Ravikant at ASAP Tickets.\"}], \"metadata\": {\"master_call_id\": \"E1-1711049448.1175571\", \"call_id\": \"E1-1711049448.1175571-5\", \"start_time\": \"2024-03-21T19:30:48.000Z\", \"end_time\": \"2024-03-21T19:30:49.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2026412598\", \"in_bound_number\": \"8557110200\", \"agent_id\": \"57962\", \"nick\": \"Ravikant\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"ravikant.d@asaptickets.com\", \"agent_name\": \"Sanjay Dutt Pandey\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"Ravikant (Sanjay Dutt Pandey)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1711049448.1175571-5\"}"}, {"id": "00f2002515d242349e2d0e81f99a317e", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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, New York to Catania, right? You're looking for flights. New York, Catania.\"}, {\"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 Stamberg. I'm calling from Airsoft 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\": \"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\": \"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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"So, your plan to depart in April 10th, am I right? April 10th, yeah, till August 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\": \"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\": \"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\": \"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\": \"NA\", \"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 Stamberg. I'm calling from Airsoft Tickets.\"}], \"metadata\": {\"master_call_id\": \"call-E5-1711141141.110928\", \"call_id\": \"call-E5-1711141141.110928-2\", \"start_time\": \"2024-03-22T20:59:01.000000Z\", \"EndTime\": \"2024-03-22T21:03:49Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Samberg\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1711141141.110928-2\"}"}, {"id": "ea87f88a040e40ec9f54394f28e9ac65", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 bear with me i'm transferring and i'll look for this person and transfer the cost please bear with me hold on\"}, {\"id\": \"e7895558-7219-4b2d-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\": \"NA\", \"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\": \"True\", \"quotation\": \"But when I called them, they said, there, there, there was nothing they could do for me that, uh, that, uh, it's my booking agent that, uh, that would be responsible. So, now, I call 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\": \"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\": \"Then you guys said that there was nothing you could do for me again unless I paid some amount of money.\"}, {\"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\": \"So, now, I call you guys. The gentleman that talked to me, uh, uh, today was, I think he was a Filipino man. He said, he said that I was lying.\"}, {\"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\": \"please bear with me i'm transferring and i'll look for this person and transfer the cost please bear with me hold on to my\"}, {\"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\": \"NA\", \"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, and then they sent me that they would compensate me for, uh, for missing the flight. But when I called them, give they said, there, there, there was nothing they could do for me that, uh, that, uh, it's my booking agent that, uh, that would be responsible.\"}, {\"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 guys. Then you guys said that there was nothing you could do for me again unless I paid some amount of money.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"So now I'm trying to reclaim my money, because this is not my fault.\"}, {\"id\": \"c632435f-2826-4d00-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\": \"E2-1711038069.1180022\", \"call_id\": \"E2-1711038069.1180022-8\", \"start_time\": \"2024-03-21T16:21:09.000Z\", \"end_time\": \"2024-03-21T16:21:09.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7808845905\", \"in_bound_number\": \"8007502238\", \"agent_id\": \"59451\", \"nick\": \"Bartosz\", \"call_queue\": \"22902\", \"is_transfer\": \"no\", \"agent_email\": \"bartosz.a@asaptickets.com\", \"agent_name\": \"Mohammed Azharuddin\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Bartosz (Mohammed Azharuddin)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1711038069.1180022-8\"}"}, {"id": "44fe229f2f36453ea00a816e9a350556", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 NISA tickets customer support.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Customer 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 working with one of your agents named Nerjal\"}, {\"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 Ticket. This is Bartosz.\"}], \"metadata\": {\"master_call_id\": \"E7-1711039066.30393\", \"call_id\": \"E7-1711039066.30393-8\", \"start_time\": \"2024-03-21T16:37:46.000Z\", \"end_time\": \"2024-03-21T16:37:47.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"4152699511\", \"in_bound_number\": \"8007502238\", \"agent_id\": \"59451\", \"nick\": \"Bartosz\", \"call_queue\": \"22902\", \"is_transfer\": \"no\", \"agent_email\": \"bartosz.a@asaptickets.com\", \"agent_name\": \"Mohammed Azharuddin\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Bartosz (Mohammed Azharuddin)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1711039066.30393-8\"}"}, {"id": "c2d95c523d38466aa03482135d1d9d15", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"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\": \"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\": \"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 you have the new dates in mind I want to change to if you want to department you want to change it\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"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\": \"True\", \"quotation\": \"Hi, my name is Joseph.\"}], \"metadata\": {\"master_call_id\": \"E5-1711301078.21006\", \"call_id\": \"E5-1711301078.21006-8\", \"start_time\": \"2024-03-24T17:24:38.000Z\", \"end_time\": \"2024-03-24T17:24:39.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6474475918\", \"in_bound_number\": \"8007502238\", \"agent_id\": \"59467\", \"nick\": \"Corinthian\", \"call_queue\": \"22902\", \"is_transfer\": \"no\", \"agent_email\": \"corinthian.g@asaptickets.com\", \"agent_name\": \"Terseer Gaaba\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Corinthian (Terseer Gaaba)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1711301078.21006-8\"}"}, {"id": "b7bcd398208c416ea13e5521cc2ebdf2", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 the customer support.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I was dealing with Wilcox. 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Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"No, no. I didn't say that. The last letter is J, the last letter J.\"}, {\"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\": \"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\": \"I was dealing with Wilcox.\"}, {\"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\": \"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\": \"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\": \"Welcome and thank you for calling ASAP to the customer support. My name is Afanita.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710798692.92717\", \"call_id\": \"call-E4-1710798692.92717-5\", \"start_time\": \"2024-03-18T21:51:32.000000Z\", \"EndTime\": \"2024-03-18T21:51:32Z\", \"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-E4-1710798692.92717-5\"}"}, {"id": "e780dcf41ede4cefa1842d9f8f9b91af", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"Sure, so this will be from Iowa City to Kigali on the 29th of March. I'm coming back on 17th of July, correct?\"}, {\"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 Mosquera, your personal travel advisor 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\": \"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\": \"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\": \"It's the same e-mail we have.\"}, {\"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\": \"Sure, so this will be from Iowa City to Kigali on the 29th of March. I'm coming back on 17th of July, 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 think I feel the same information you have. You don't have to ask, brother. The same thing you have on your system.\"}, {\"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\": \"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\": \"True\", \"quotation\": \"I think I feel the same information you have. You don't have to ask, brother. The same thing you have on your system.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hi, my name is Mosquera, your personal travel advisor from ASAP Tickets.\"}], \"metadata\": {\"master_call_id\": \"call-E2-1711148900.1508281\", \"call_id\": \"call-E2-1711148900.1508281-2\", \"start_time\": \"2024-03-22T23:08:20.000000Z\", \"EndTime\": \"2024-03-22T23:12:38Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Mosquera\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1711148900.1508281-2\"}"}, {"id": "5714c72d8c85448ea20d41f8687dd723", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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, are you looking for the flight from Exeter to New York.\"}, {\"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\": \"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, who Hello, this is Srinath calling from\"}, {\"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\": \"The date is like from 9, 10 to 20, 21, 22.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"this is Srinath calling from\"}], \"metadata\": {\"master_call_id\": \"call-E6-1710879121.41501\", \"call_id\": \"call-E6-1710879121.41501-2\", \"start_time\": \"2024-03-19T20:12:01.000000Z\", \"EndTime\": \"2024-03-19T20:15:25Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Sinak\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1710879121.41501-2\"}"}, {"id": "ac4e408df126460ba2fa4a83173c9e51", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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, can you transfer me to someone else, a supervisor? I don't have a lot of time. I'm about to board a flight, and I need this done.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"could you please confirm your date of departure? Today, March 18th. And so is this your departing place? So you said, so basically is this your outbound flight or this is your return flight? This is my first leg of the flight, so I'm heading to Manila.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP customer support team.\"}, {\"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\": \"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, can you transfer me to someone else, a supervisor? 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As you are in hurry, I will like connect you directly.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. 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My name is Bellric.\"}], \"metadata\": {\"master_call_id\": \"call-E1-1710767633.449700\", \"call_id\": \"call-E1-1710767633.449700-5\", \"start_time\": \"2024-03-18T13:13:53.000000Z\", \"EndTime\": \"2024-03-18T13:13:53Z\", \"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-E1-1710767633.449700-5\"}"}, {"id": "f352d4ad276c475ba372292d0df08e94", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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, there's a specific department for that, ma'am. 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I'll transfer you right now, 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\": \"Hi, thank you so much 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\": \"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, thank you so much for calling ASAP Ticket. This is Ligara. 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\": \"True\", \"quotation\": \"Yeah, there's a specific department for that, ma 'am. So just stay in the night. I'll transfer you right now, 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\": \"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\": \"True\", \"quotation\": \"I just need some help here. We have booked for a ticket past January.\"}, {\"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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"This is Ligara.\"}], \"metadata\": {\"master_call_id\": \"E4-1711135178.65432\", \"call_id\": \"E4-1711135178.65432-3\", \"start_time\": \"2024-03-22T19:19:38.000Z\", \"end_time\": \"2024-03-22T19:19:39.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"3062093725\", \"in_bound_number\": \"8885211404\", \"agent_id\": \"57796\", \"nick\": \"Megara\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"megara.m@asaptickets.com\", \"agent_name\": \"Kaye Marie Obando\", \"hangup_reason\": \"caller\", \"notes\": \"PH\", \"calculated_name\": \"Megara (Kaye Marie Obando)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1711135178.65432-3\"}"}, {"id": "c763d27fbd294787a3a43b46e7075153", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"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 when I, when I check my, when I check my, my card online, the charge is coming from asaptickets.com, not from UJU.\"}, {\"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 - 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So, my question is, I purchased a ticket, airline ticket at UJU\"}, {\"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\": \"calling ASAP Ticket customer support. My name is Koryntian.\"}], \"metadata\": {\"master_call_id\": \"F1-1711058547.120069\", \"call_id\": \"F1-1711058547.120069-5\", \"start_time\": \"2024-03-21T22:02:27.000Z\", \"end_time\": \"2024-03-21T22:02:27.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7147328753\", \"in_bound_number\": \"8885852727\", \"agent_id\": \"59467\", \"nick\": \"Corinthian\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"corinthian.g@asaptickets.com\", \"agent_name\": \"Terseer Gaaba\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Corinthian (Terseer Gaaba)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1711058547.120069-5\"}"}, {"id": "427bd82843fd4feda48719945250df88", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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, I'm transferring your call to customer service. They will assist you with that. 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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\": \"True\", \"quotation\": \"This side, Greensburg.\"}], \"metadata\": {\"master_call_id\": \"F1-1711058547.120069\", \"call_id\": \"F1-1711058547.120069-3\", \"start_time\": \"2024-03-21T22:02:27.000Z\", \"end_time\": \"2024-03-21T22:02:27.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7147328753\", \"in_bound_number\": \"8885852727\", \"agent_id\": \"60785\", \"nick\": \"Ginsburg\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"ginsburg.k@asaptickets.com\", \"agent_name\": \"Divya Kumar\", \"hangup_reason\": \"caller\", \"notes\": \"DRP\", \"calculated_name\": \"Ginsburg (Divya Kumar)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1711058547.120069-3\"}"}, {"id": "7a475a717df4443fa5aa7a9644114a6c", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 your itinerary is affected only by minus schedule change, so just a second, I'll transfer you to customer service department, just a moment.\"}, {\"id\": \"e7895558-7219-4b2d-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 Kalimba 3rd Column 3 protection department.\"}, {\"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\": \"True\", \"quotation\": \"And up to now, we did not get a call or 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\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"And I'm waiting for ASAP to call me back. We called\"}, {\"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\": \"Okay. So, called earlier because the initial, the initial, are you Filipino or not? Okay. So, the, there was a change.\"}, {\"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 to customer service department, just a moment.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"And up to now, we did not get a call or email.\"}, {\"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 up to now, we did not get a call or 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\": \"And I'm waiting for ASAP to call me back. We called\"}, {\"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\": \"E4-1711215355.33159\", \"call_id\": \"E4-1711215355.33159-7\", \"start_time\": \"2024-03-23T17:35:55.000Z\", \"end_time\": \"2024-03-23T17:35:55.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"8459266789\", \"in_bound_number\": \"8007230482\", \"agent_id\": \"30107\", \"nick\": \"Heisenberg\", \"call_queue\": \"22904\", \"is_transfer\": \"no\", \"agent_email\": \"heisenberg.d@asaptickets.com\", \"agent_name\": \"Sergiu Dabija\", \"hangup_reason\": \"agent\", \"notes\": \"Schedule Change Agents\", \"calculated_name\": \"Heisenberg (Sergiu Dabija)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1711215355.33159-7\"}"}, {"id": "a4e6fc70ed08478ca7288e06c0247df6", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"True\", \"quotation\": \"from Santa Barbara or And what is the time? The date. anywhere in July, early July late June\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, I'm Trinh from ISTAB 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\": \"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\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"what about July the 1st through the 8th or something like 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\": \"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\": \"True\", \"quotation\": \"Hello, I'm Trinh from ISTAB Ticket.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710793414.74086\", \"call_id\": \"call-E4-1710793414.74086-2\", \"start_time\": \"2024-03-18T20:23:34.000000Z\", \"EndTime\": \"2024-03-18T20:29:10Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Nisreen\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1710793414.74086-2\"}"}, {"id": "21dcfa44c2924481a78aaebfd3c99401", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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. In that case, let me transfer the call right away to them and someone will be picking up the line right away.\"}, {\"id\": \"e7895558-7219-4b2d-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 Asasugas.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes, I have a booking.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling Asasugas. This is Munir speaking.\"}, {\"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\": \"Alright. In that case, let me transfer the call right away to them and someone will be picking up the line right away.\"}, {\"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\": \"Yes, I have a booking. 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 Munir speaking.\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710792963.58602\", \"call_id\": \"call-E7-1710792963.58602-3\", \"start_time\": \"2024-03-18T20:16:03.000000Z\", \"EndTime\": \"2024-03-18T20:16:03Z\", \"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-E7-1710792963.58602-3\"}"}, {"id": "47f1e208a979477da79bf39ed0d510bf", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 try transferring it to them because they were the one who was helping 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\": \"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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes, so, the good thing is, it goes to the library to, like,\"}, {\"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 Barthels. 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\": \"Yeah, so, I told, I've already told them to refund it back to my card.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Let me try transferring it to them because they were the one who was helping you with this.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"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, so, I've already told them to refund it back to my card. So, they sent some form for me to show it.\"}, {\"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\": \"NA\", \"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. This is Barthels. How can I help you today?\"}], \"metadata\": {\"master_call_id\": \"E3-1711134274.1254528\", \"call_id\": \"E3-1711134274.1254528-3\", \"start_time\": \"2024-03-22T19:04:34.000Z\", \"end_time\": \"2024-03-22T19:04:34.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7745252199\", \"in_bound_number\": \"8778930722\", \"agent_id\": \"59451\", \"nick\": \"Bartosz\", \"call_queue\": \"22902\", \"is_transfer\": \"no\", \"agent_email\": \"bartosz.a@asaptickets.com\", \"agent_name\": \"Mohammed Azharuddin\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Bartosz (Mohammed Azharuddin)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1711134274.1254528-3\"}"}, {"id": "8ef452b94efa4eeba89ce82db8f08d76", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 need to find a flight, um, from, for three people, uh, from New York to Orlando\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Good afternoon, this is KitKat from ASAP Ticket.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Good afternoon, this is KitKat from 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\": \"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, March 29th, return April 1st. So, are you late 6th or are you flexible with your dates?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"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\": \"True\", \"quotation\": \"Okay, okay, okay. Fine. So, I'm going to give you... going to give you my email, and then you can start sending me a different option if you plan.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Good afternoon, this is KitKat from ASAP Ticket.\"}], \"metadata\": {\"master_call_id\": \"E6-1711130931.70028\", \"call_id\": \"E6-1711130931.70028-3\", \"start_time\": \"2024-03-22T18:08:51.000Z\", \"end_time\": \"2024-03-22T18:08:51.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"3472808028\", \"in_bound_number\": \"8776010429\", \"agent_id\": \"60487\", \"nick\": \"Kitkat\", \"call_queue\": \"23822\", \"is_transfer\": \"no\", \"agent_email\": \"kitkat.r@asaptickets.com\", \"agent_name\": \"Gaurav Rawat\", \"hangup_reason\": \"caller\", \"notes\": \"DRP\", \"calculated_name\": \"Kitkat (Gaurav Rawat)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1711130931.70028-3\"}"}, {"id": "d0fac5a018e444c3a8a3734f6b295bcb", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"transfer you right now to the customer service they can help you from here\"}, {\"id\": \"e7895558-7219-4b2d-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 look the number that you have called sir is the general number for ASAP tickets yes\"}, {\"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\": \"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\": \"Sir, I don't, sir, that's irrelevant to me. I asked, very simple, in simple English, I asked for the customer service number. This is the number he gave me.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"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\": \"You are the eighth person I've talked to. I've been on the phone over two hours, and each time they keep telling me, they send me to customer service.\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I can transfer you right now to the customer service they can help you from here\"}, {\"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\": \"True\", \"quotation\": \"Okay. Great, but, but, but, okay, but, just in case, because remember, you're the eighth person I've talked to. Just can you give me the number in case it gets blocked or we get cut off?\"}, {\"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 are the eighth person I've talked to. I'm kidding. You're the eighth person I've talked to. I've been on the phone over two hours\"}, {\"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-E9-1710798352.34316\", \"call_id\": \"call-E9-1710798352.34316-3\", \"start_time\": \"2024-03-18T21:45:52.000000Z\", \"EndTime\": \"2024-03-18T21:45:52Z\", \"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-E9-1710798352.34316-3\"}"}, {"id": "ffd9ee6a98144021a90f55d164f0576d", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 just getting the details from Houston to Nigeria.\"}, {\"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 Ace Advocates.\"}, {\"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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Can you please tell me that?...We're going to Accra in Ghana from...Yeah. Okay. Accra. And from? From Chicago.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Tickets.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"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 it me to call you on this number.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": \"Thank you for calling ASAP Tickets. Hi, My name is Snowdrop.\"}, {\"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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How can I help you today?\"}], \"metadata\": {\"master_call_id\": \"E7-1711039944.33745\", \"call_id\": \"E7-1711039944.33745-3\", \"start_time\": \"2024-03-21T16:52:24.000Z\", \"end_time\": \"2024-03-21T16:52:25.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7736908142\", \"in_bound_number\": \"8885852727\", \"agent_id\": \"60598\", \"nick\": \"Snowdrop\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"snowdrop.a@asaptickets.com\", \"agent_name\": \"Saman Arif\", \"hangup_reason\": \"caller\", \"notes\": \"DRP\", \"calculated_name\": \"Snowdrop (Saman Arif)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1711039944.33745-3\"}"}, {"id": "e812d42ea23d49b3ac50a35e543f6dc9", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"want me to transfer to uh which language Chinese, 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\": \"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 yesapp 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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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 yesapp tickets this is farthos how can i help you today\"}], \"metadata\": {\"master_call_id\": \"E5-1711301666.22964\", \"call_id\": \"E5-1711301666.22964-5\", \"start_time\": \"2024-03-24T17:34:26.000Z\", \"end_time\": \"2024-03-24T17:34:26.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6179555833\", \"in_bound_number\": \"8885358478\", \"agent_id\": \"59451\", \"nick\": \"Bartosz\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"bartosz.a@asaptickets.com\", \"agent_name\": \"Mohammed Azharuddin\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Bartosz (Mohammed Azharuddin)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1711301666.22964-5\"}"}, {"id": "e468aaa0620e4302ac7ca18191387fed", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 right now giving your call to the customer support team, the changes 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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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 so sorry before I missed your call because I was on another call at that time.\"}, {\"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 - 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Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm so sorry before I missed your call because I was on another call at that 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\": \"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, sir. This is Shivangi.\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710879817.86376\", \"call_id\": \"call-E7-1710879817.86376-3\", \"start_time\": \"2024-03-19T20:23:37.000000Z\", \"EndTime\": \"2024-03-19T20:23:37Z\", \"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-E7-1710879817.86376-3\"}"}, {"id": "9e978d70343b46ddae651584d3c1c242", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"Can you please reconfirm me that you will be departing from Toronto to Dubai, right?\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"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\": \"Hello. Hey, hi, Ashim.\"}, {\"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 be departing on 23rd of March and you will be arriving on 29th 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\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"This is Ganesh.\"}], \"metadata\": {\"master_call_id\": \"call-E1-1710887168.759711\", \"call_id\": \"call-E1-1710887168.759711-3\", \"start_time\": \"2024-03-19T22:26:08.000000Z\", \"EndTime\": \"2024-03-19T22:29:26Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Ganesh\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1710887168.759711-3\"}"}, {"id": "3721f677d7fa4c86ae7f2a8ec6348a1b", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 start this transfer.\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"If this line calls us, you have to call my hotline number.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I was telling him that... Yeah, if there's a new flight but you don't have to charge me, I'm fine. That's what I'm saying.\"}, {\"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 start this 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\": \"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\": \"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\": \"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 start this transfer. Okay. If this line calls us, you have to call my hotline 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\": \"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\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710857913.28075\", \"call_id\": \"call-E4-1710857913.28075-5\", \"start_time\": \"2024-03-19T14:18:33.000000Z\", \"EndTime\": \"2024-03-19T14:18:33Z\", \"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-E4-1710857913.28075-5\"}"}, {"id": "e1008382183749cfae8a3fbbe30bb4e3", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"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\": \"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 - 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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\": \"True\", \"quotation\": \"Te habla Edicci\\u00f3n.\"}], \"metadata\": {\"master_call_id\": \"call-E7-1710800577.82707\", \"call_id\": \"call-E7-1710800577.82707-5\", \"start_time\": \"2024-03-18T22:22:57.000000Z\", \"EndTime\": \"2024-03-18T22:22:57Z\", \"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-E7-1710800577.82707-5\"}"}, {"id": "85392678b8604afbaed4f353d45d55c2", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 were looking for a flight from Toronto to Vancouver right on the third of April and the return flight on the fifth of\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"hello hi this is Debraina calling 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 - 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Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"uh i uh i i sent in the on the online\"}, {\"id\": \"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 sent in the on the online\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"hello hi\"}, {\"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\": \"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\": \"True\", \"quotation\": \"uh i uh i i sent in the on the online\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"hello hi this is Debraina calling from ASAP\"}], \"metadata\": {\"master_call_id\": \"call-F1-1710883936.107403\", \"call_id\": \"call-F1-1710883936.107403-2\", \"start_time\": \"2024-03-19T21:32:16.000000Z\", \"EndTime\": \"2024-03-19T21:36:22Z\", \"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-F1-1710883936.107403-2\"}"}, {"id": "d46b916df0094f6daedc88c4aef3c016", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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're travelling from Boston to Delhi, right?\"}, {\"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 Danny from FF 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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"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\": \"Maybe I'm on your system as well.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello, this is Danny from FF 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\": \"When are your travel dates? When do you plan to 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. 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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Maybe I'm on your system as well.\"}, {\"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 saw this on your website\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, this is Danny from FF Tickets.\"}], \"metadata\": {\"master_call_id\": \"call-E9-1710882629.79189\", \"call_id\": \"call-E9-1710882629.79189-2\", \"start_time\": \"2024-03-19T21:10:29.000000Z\", \"EndTime\": \"2024-03-19T21:16:11Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Gernny\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1710882629.79189-2\"}"}, {"id": "e3bbece18bd54da1af08f0ae9a2755c2", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 from San Francisco going to Vietnam? That's correct.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"So, welcome and thank you for calling ASAP to the customer support.\"}, {\"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\": \"True\", \"quotation\": \"the supervisor said, you know, he already helped me cancel the entire booking. 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But then today, when I called to the airline, the airline said, oh, it's still open, you know, it's not canceled.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Well, the whole story is, you know, I called yesterday to, you know, to the customer service and then the supervisor said, you know, he already helped me cancel the entire booking.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - 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Sure, I will do that. Just give me a moment.\"}, {\"id\": \"e7895558-7219-4b2d-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, and thank you for calling ASAP Tickets. This is Lindbergh.\"}, {\"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\": \"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 ASAP Tickets. This is Lindbergh. 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\": \"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\": \"Sure, I will do that. Just give me a moment.\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. 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Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"This is Lindbergh from ASAP Tickets.\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710879213.67796\", \"call_id\": \"call-E8-1710879213.67796-3\", \"start_time\": \"2024-03-19T20:13:33.000000Z\", \"EndTime\": \"2024-03-19T20:13:33Z\", \"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-E8-1710879213.67796-3\"}"}, {"id": "e5b1bbf349b24cfbaf2a59275b4190ad", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello, thank you for calling ASAP Ticket Customer Support.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Customer 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\": \"True\", \"quotation\": \"So I'm on the website. It's been several minutes, and it still says transaction in progress.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Korintian, I'm your assistant.\"}], \"metadata\": {\"master_call_id\": \"E6-1711041859.45646\", \"call_id\": \"E6-1711041859.45646-5\", \"start_time\": \"2024-03-21T17:24:19.000Z\", \"end_time\": \"2024-03-21T17:24:20.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"8604903737\", \"in_bound_number\": \"8777773064\", \"agent_id\": \"59467\", \"nick\": \"Corinthian\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"corinthian.g@asaptickets.com\", \"agent_name\": \"Terseer Gaaba\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Corinthian (Terseer Gaaba)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1711041859.45646-5\"}"}, {"id": "54c22415c5d642a1af9eaf6bfe4ccdeb", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 don't find the agent Sabe but I can transfer you to the customer servicer just hold the line sir just stay on the line and I will transfer you 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\": \"this is Penelope 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\": \"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\": \"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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"good morning good morning sir this is Penelope from 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\": \"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\": \"Yes, I did. Yes, I did.\"}, {\"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\": \"do you want me to transfer you to an agent sir\"}, {\"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 - 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Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Tech at Santiago speaking.\"}], \"metadata\": {\"master_call_id\": \"F1-1711229124.19310\", \"call_id\": \"F1-1711229124.19310-5\", \"start_time\": \"2024-03-23T21:25:24.000Z\", \"end_time\": \"2024-03-23T21:25:25.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2018955286\", \"in_bound_number\": \"8332552818\", \"agent_id\": \"23289\", \"nick\": \"Santiago\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"santiago.h@asaptickets.com\", \"agent_name\": \"Hussameldin Hassan\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"Santiago (Hussameldin Hassan)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1711229124.19310-5\"}"}, {"id": "0171eb4188414615b0f8c4d2a3373252", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, I'll be connecting you to Radha now, so please stay in the line, 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\": \"Hi, thank you for calling 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 - 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My name is Althea. 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\": \"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\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, so would you like me to connect you to Radha?\"}, {\"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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Althea.\"}], \"metadata\": {\"master_call_id\": \"E3-1711214558.46341\", \"call_id\": \"E3-1711214558.46341-3\", \"start_time\": \"2024-03-23T17:22:38.000Z\", \"end_time\": \"2024-03-23T17:22:40.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"8144030021\", \"in_bound_number\": \"8559602995\", \"agent_id\": \"60830\", \"nick\": \"Althea\", \"call_queue\": \"23829\", \"is_transfer\": \"no\", \"agent_email\": \"althea.q@asaptickets.com\", \"agent_name\": \"Jermie Quiamson\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Althea (Jermie Quiamson)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1711214558.46341-3\"}"}, {"id": "94d4f13b6aa14875b17ea0ce3c121322", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"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\": \"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\": \"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\": \"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\": \"E1-1711129108.1381491\", \"call_id\": \"E1-1711129108.1381491-10\", \"start_time\": \"2024-03-22T17:38:28.000Z\", \"end_time\": \"2024-03-22T17:38:28.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"4693486928\", \"in_bound_number\": \"8006772943\", \"agent_id\": \"59139\", \"nick\": \"Opie\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"opie.k@asaptickets.com\", \"agent_name\": \"Dinesh Kumar\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Opie (Dinesh Kumar)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1711129108.1381491-10\"}"}, {"id": "8f6cbafda2724cd7b2121ad90a4e36b4", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 customer support.\"}, {\"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, welcome and thank you for calling ASAP to get customer support. 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\": \"True\", \"quotation\": \"I have a flight coming on the 22nd of April. However, my husband wants to see if I can change for the 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\": \"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\": \"True\", \"quotation\": \"But I said let me give you a head and fly and call you and see.\"}, {\"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 Rakantha.\"}], \"metadata\": {\"master_call_id\": \"E1-1711215563.114797\", \"call_id\": \"E1-1711215563.114797-7\", \"start_time\": \"2024-03-23T17:39:23.000Z\", \"end_time\": \"2024-03-23T17:39:23.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"3476640592\", \"in_bound_number\": \"8007230482\", \"agent_id\": \"59459\", \"nick\": \"Acantha\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"acantha.e@asaptickets.com\", \"agent_name\": \"Favour Etiosasere\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Acantha (Favour Etiosasere)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1711215563.114797-7\"}"}, {"id": "ae4bf4f2e95549a9b2a9d0712b63cddc", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"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\": \"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\": \"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\": \"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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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\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"E1-1711129108.1381491\", \"call_id\": \"E1-1711129108.1381491-8\", \"start_time\": \"2024-03-22T17:38:28.000Z\", \"end_time\": \"2024-03-22T17:38:28.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"4693486928\", \"in_bound_number\": \"8006772943\", \"agent_id\": \"59139\", \"nick\": \"Opie\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"opie.k@asaptickets.com\", \"agent_name\": \"Dinesh Kumar\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Opie (Dinesh Kumar)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1711129108.1381491-8\"}"}, {"id": "153cbade39f64915b3df16eb829707c4", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 still try to transfer for you now if you want\"}, {\"id\": \"e7895558-7219-4b2d-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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I crossed it out because he said that was not the number.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Just so you know where I'm at. I've been on the phone since 1 o'clock. It's 3 o'clock. Two hours I've been on the phone, and you are the ninth person I've talked 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\": \"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\": \"True\", \"quotation\": \"hello thank you for calling us up to get customer support my name is corinthian how may i assist you\"}], \"metadata\": {\"master_call_id\": \"call-E9-1710798352.34316\", \"call_id\": \"call-E9-1710798352.34316-5\", \"start_time\": \"2024-03-18T21:45:52.000000Z\", \"EndTime\": \"2024-03-18T21:45:52Z\", \"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-E9-1710798352.34316-5\"}"}, {"id": "95f3afc8521c48c6b4719d0faad61226", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hello. Thank you for calling ASAP Ticket Customer Support.\"}, {\"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\": \"NA\", \"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 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\": \"Okay. So, this one is 27 March. Hello?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"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\": \"NA\", \"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 ASAP Ticket Customer Support. My name is Corinthian.\"}], \"metadata\": {\"master_call_id\": \"E2-1711210596.85035\", \"call_id\": \"E2-1711210596.85035-8\", \"start_time\": \"2024-03-23T16:16:36.000Z\", \"end_time\": \"2024-03-23T16:16:37.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6479846998\", \"in_bound_number\": \"8007502238\", \"agent_id\": \"59467\", \"nick\": \"Corinthian\", \"call_queue\": \"22902\", \"is_transfer\": \"no\", \"agent_email\": \"corinthian.g@asaptickets.com\", \"agent_name\": \"Terseer Gaaba\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Corinthian (Terseer Gaaba)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1711210596.85035-8\"}"}, {"id": "30b4d36ef46c4650b47fde6477b454c5", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 yes yes from Houston to Dallas right\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"this is Debraina calling from HF Tickets\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. hi this is Debraina calling from HF Tickets\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - 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Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello. hi this is Debraina calling from HF Tickets\"}], \"metadata\": {\"master_call_id\": \"call-E1-1711135675.1404098\", \"call_id\": \"call-E1-1711135675.1404098-2\", \"start_time\": \"2024-03-22T19:27:55.000000Z\", \"EndTime\": \"2024-03-22T19:31:31Z\", \"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-E1-1711135675.1404098-2\"}"}, {"id": "e88f2b1522294e89b49be58a18716c65", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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, my name is Blink calling from ASAP Ticket regarding your 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 - 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Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"i already plugged all that in on the phone\"}, {\"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 already plugged all that in on the phone\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hi, my name is Blink calling from ASAP Ticket regarding your request for a flight.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1711140064.84583\", \"call_id\": \"call-E4-1711140064.84583-2\", \"start_time\": \"2024-03-22T20:41:04.000000Z\", \"EndTime\": \"2024-03-22T20:44:28Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Blink\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1711140064.84583-2\"}"}, {"id": "f6ab98454e814c98b4aab3890b93e235", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 regards to that one, I'll be transferring you to the customer service 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\": \"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 - 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Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"i already got the information but she was posted You already got the ticket.\"}, {\"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. 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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\": \"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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This is Saltea. 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You have requested on our website for flight calls.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, I'm calling you from ASAP Tickets. This is Ilaria.\"}], \"metadata\": {\"master_call_id\": \"call-E2-1710961059.975976\", \"call_id\": \"call-E2-1710961059.975976-2\", \"start_time\": \"2024-03-20T18:57:39.000000Z\", \"EndTime\": \"2024-03-20T19:03:15Z\", \"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-E2-1710961059.975976-2\"}"}, {"id": "8763d5be2a094b66b526ea89dec9b623", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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, can you please transfer me over to sales? 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Thank you for calling NetApp Secret customer support. My name is Gorin Sian.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. 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Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Because I can't find the local number from your district in the Philippines.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Gorin Sian.\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710861846.32492\", \"call_id\": \"call-E5-1710861846.32492-8\", \"start_time\": \"2024-03-19T15:24:06.000000Z\", \"EndTime\": \"2024-03-19T15:24:06Z\", \"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-E5-1710861846.32492-8\"}"}, {"id": "5d335cf20d044043b5cd9c0554a1e79c", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"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\": \"True\", \"quotation\": \"I spoke to somebody yesterday and they were supposed to call me back regarding my insurance, regarding the travel I had done and my flight got delayed more than 6 hours, actually it was almost 12 hours and she said she was going to check on to me and call me back but she did not.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes ma'am, I spoke to somebody yesterday and they were supposed to call me back regarding my insurance, regarding the travel I had done and my flight got delayed more than 6 hours, actually it was almost 12 hours and she said she was going to check on to me and call me back but she did not.\"}, {\"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 an ASAP ticket customer support. 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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\": \"True\", \"quotation\": \"Yes ma 'am, I spoke to somebody yesterday and they were supposed to call me back regarding my insurance, regarding the travel I had done and my flight got delayed more than 6 hours, actually it was almost 12 hours and she said she was going to check on to me and call me back but she did not.\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Yes ma 'am, I spoke to somebody yesterday and they were supposed to call me back regarding my insurance, regarding the travel I had done and my flight got delayed more than 6 hours, actually it was almost 12 hours and she said she was going to check on to me and call me back but she did not.\"}, {\"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 ma 'am, I spoke to somebody yesterday and they were supposed to call me back regarding my insurance, regarding the travel I had done and my flight got delayed more than 6 hours, actually it was almost 12 hours and she said she was going to check on to me and call me back but she did not.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"I spoke to somebody yesterday and they were supposed to call me back regarding my insurance, regarding the travel I had done and my flight got delayed more than 6 hours, actually it was almost 12 hours and she said she was going to check on to me and call me back but she did not.\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - 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I transferred 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\": \"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\": \"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\": \"NA\", \"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 your self -declared customer support. My name is Goren Chan.\"}, {\"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 transferred 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\": \"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\": \"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 for calling your self -declared 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\": \"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\": \"True\", \"quotation\": \"My name is Goren Chan.\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710861846.32492\", \"call_id\": \"call-E5-1710861846.32492-12\", \"start_time\": \"2024-03-19T15:24:06.000000Z\", \"EndTime\": \"2024-03-19T15:24:06Z\", \"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-E5-1710861846.32492-12\"}"}, {"id": "08c2bdf0fd644932b64db0737b239e65", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 get customer support.\"}, {\"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\": \"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, they sent the payment to the agent. So, they asked me to contact the agent and the agent has been working with me for the past three weeks.\"}, {\"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 get customer support. My name is Nakansa. 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\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. 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Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - 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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\": \"True\", \"quotation\": \"My name is Nakansa.\"}], \"metadata\": {\"master_call_id\": \"call-E9-1710793378.18406\", \"call_id\": \"call-E9-1710793378.18406-4\", \"start_time\": \"2024-03-18T20:22:58.000000Z\", \"EndTime\": \"2024-03-18T20:22:58Z\", \"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-E9-1710793378.18406-4\"}"}, {"id": "5ff588c50d4a4690b653933acf28c879", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Yes, thank you for calling us. My name is Corinthians, how may I assist you?\"}], \"metadata\": {\"master_call_id\": \"call-E8-1710879213.67796\", \"call_id\": \"call-E8-1710879213.67796-5\", \"start_time\": \"2024-03-19T20:13:33.000000Z\", \"EndTime\": \"2024-03-19T20:13:33Z\", \"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-E8-1710879213.67796-5\"}"}, {"id": "1d5d4ec2a1ff4174b6c6d242473105da", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"Miriam, I can see you're traveling from Fort Lauderdale to Bogota.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"If you got to that report that you left on our site, are you saying you have been looking?\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"And you'd like to leave on March 28th and come back on April 4th.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"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\": \"True\", \"quotation\": \"If you got to that report that you left on our site, are you saying you have been looking?\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"This is Aditya.\"}], \"metadata\": {\"master_call_id\": \"call-E5-1710954179.49203\", \"call_id\": \"call-E5-1710954179.49203-2\", \"start_time\": \"2024-03-20T17:02:59.000000Z\", \"EndTime\": \"2024-03-20T17:06:53Z\", \"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-E5-1710954179.49203-2\"}"}, {"id": "20d85ee79d184724b7fc71abea4ea795", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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, for that, I need few details from you, like the departure city and the destination city.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hi Hassan, this is Anshulia from ASAP, ASAP.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"You would need hotel.\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\": \"True\", \"quotation\": \"Okay, and do you also need hotel or car rental?\"}, {\"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, am I speaking with Hassan?\"}, {\"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\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Okay, and the dates? 26? 36th of March. Yeah. And the return flight on? Or you can It's that. 31st March. the first month, yeah. Okay, and the return flight? Return? Are you looking for one way or round trip? No, through, run through. Okay, so when will be the coming... The... You know, the coming back date. Like when you want to come back? Uh, it should be 8 or 9. Of April. Every 8, 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\": \"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\": \"True\", \"quotation\": \"Hi Hassan, this is Anshulia from ASAP, ASAP. I'm your personal travel assistant\"}], \"metadata\": {\"master_call_id\": \"call-E6-1710800390.106751\", \"call_id\": \"call-E6-1710800390.106751-2\", \"start_time\": \"2024-03-18T22:19:50.000000Z\", \"EndTime\": \"2024-03-18T22:25:44Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Antilia\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1710800390.106751-2\"}"}, {"id": "d2ebc1016137419cb8026b5a88380f75", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 personal support.\"}, {\"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\": \"True\", \"quotation\": \"They were saying that somebody will get back to me within 10 days on the email. I haven't heard anything, so I don't know what's going on here.\"}, {\"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\": \"Basically, I'm calling regarding an email I had sent regarding insurance reimbursement. The agent who sent me the email, I provided the requested documents, but she did not get back to me yet.\"}, {\"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 personal support. My name is Akantra. How may I help you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"and when were you supposed to 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. 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\": \"They were saying that somebody will get back to me within 10 days on the email. I haven't heard anything, so I don't know what's going on here.\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"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\": \"Basically, I'm calling regarding an email I had sent regarding insurance reimbursement. The agent who sent me the email, I provided the requested documents, but she did not get back to me yet.\"}, {\"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 Akantra.\"}], \"metadata\": {\"master_call_id\": \"E5-1711137379.96259\", \"call_id\": \"E5-1711137379.96259-3\", \"start_time\": \"2024-03-22T19:56:19.000Z\", \"end_time\": \"2024-03-22T19:56:20.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7163590763\", \"in_bound_number\": \"8004640897\", \"agent_id\": \"59459\", \"nick\": \"Acantha\", \"call_queue\": \"22902\", \"is_transfer\": \"no\", \"agent_email\": \"acantha.e@asaptickets.com\", \"agent_name\": \"Favour Etiosasere\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Acantha (Favour Etiosasere)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1711137379.96259-3\"}"}, {"id": "ecc0fe2d68de4620b841761c4f0bbe95", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"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\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - 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Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E9-1710793378.18406\", \"call_id\": \"call-E9-1710793378.18406-2\", \"start_time\": \"2024-03-18T20:22:58.000000Z\", \"EndTime\": \"2024-03-18T20:22:58Z\", \"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-E9-1710793378.18406-2\"}"}, {"id": "5f2220c0b4584fa5b8991e52775109fb", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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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\": \"NA\", \"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-E7-1710800577.82707\", \"call_id\": \"call-E7-1710800577.82707-10\", \"start_time\": \"2024-03-18T22:22:57.000000Z\", \"EndTime\": \"2024-03-18T22:22:57Z\", \"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-E7-1710800577.82707-10\"}"}, {"id": "726ea02abb6b4430b902191d0b2aeb1e", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"NA\", \"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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Let me transfer you to our customer support, okay, since I don't have enough tools for that.\"}, {\"id\": \"e7895558-7219-4b2d-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 Ernst 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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"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\": \"Good morning. 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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\": \"True\", \"quotation\": \"This is Ernst from ASAP Ticket.\"}], \"metadata\": {\"master_call_id\": \"call-E1-1710767633.449700\", \"call_id\": \"call-E1-1710767633.449700-3\", \"start_time\": \"2024-03-18T13:13:53.000000Z\", \"EndTime\": \"2024-03-18T13:13:53Z\", \"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-E1-1710767633.449700-3\"}"}, {"id": "29251c61cf234f2bb9720a4a1d62ba7d", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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, this is Ravangam calling from ASF UK.\"}, {\"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\": \"Hi, this is Tiki.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"You have mentioned that you are travelling to Little Rock on the 7th May and from Little Rock to Glasgow on the 7th May and from Glasgow to again Little Rock on the 21st June.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"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 Ravangam calling from ASF UK.\"}], \"metadata\": {\"master_call_id\": \"call-E7-1711143865.102064\", \"call_id\": \"call-E7-1711143865.102064-3\", \"start_time\": \"2024-03-22T21:44:25.000000Z\", \"EndTime\": \"2024-03-22T21:47:49Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Rovandam\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1711143865.102064-3\"}"}, {"id": "f0f8497b2fe946bdb9b330f34bfc6ca3", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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, I'm looking to get a flight from San Francisco to Ho Chi Minh City\"}, {\"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\": \"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 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\": \"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\": \"True\", \"quotation\": \"On what day will that be? 28th and May 20th, July 28th.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. 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Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"I see the online.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Delma.\"}], \"metadata\": {\"master_call_id\": \"call-E1-1710859460.673856\", \"call_id\": \"call-E1-1710859460.673856-3\", \"start_time\": \"2024-03-19T14:44:20.000000Z\", \"EndTime\": \"2024-03-19T14:44:20Z\", \"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-E1-1710859460.673856-3\"}"}, {"id": "05317a05e8944f26ba76bcd26d0d9dd6", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 you to the customer support team and they will help 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\": \"Thank you for calling A $AP 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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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\": \"NA\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"call-E1-1710859460.673856\", \"call_id\": \"call-E1-1710859460.673856-8\", \"start_time\": \"2024-03-19T14:44:20.000000Z\", \"EndTime\": \"2024-03-19T14:44:20Z\", \"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-E1-1710859460.673856-8\"}"}, {"id": "32ea8d4bfcb6474cbada3d61a5dd9604", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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's let me transfer our call to the customer support so they will they can actually help you with that so i'm transferring call uh to the customer support service okay sir they will help you straight away\"}, {\"id\": \"e7895558-7219-4b2d-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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Please do not click the back button. After your booking is confirmed, it's stuck.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"False\", \"quotation\": \"None\"}], \"metadata\": {\"master_call_id\": \"E6-1711041859.45646\", \"call_id\": \"E6-1711041859.45646-3\", \"start_time\": \"2024-03-21T17:24:19.000Z\", \"end_time\": \"2024-03-21T17:24:20.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"8604903737\", \"in_bound_number\": \"8777773064\", \"agent_id\": \"23369\", \"nick\": \"Swarovski\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"swarovski.m@asaptickets.com\", \"agent_name\": \"Murod Murodov\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"Swarovski (Murod Murodov)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1711041859.45646-3\"}"}, {"id": "3eddc44f2e0145a1bae24e345f95bbc0", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"uh i just need to confirm one thing uh is are you looking for the flight from detroit to orlando the round trip one\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"True\", \"quotation\": \"okay ma 'am we do also have some services like we do provide hotels also yes\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - 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Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"the dates are 12th of september on uh the for the outbound flight and uh 15th of september for the inbound 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. 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Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"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\": \"NA\", \"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-E8-1710796571.33499\", \"call_id\": \"call-E8-1710796571.33499-2\", \"start_time\": \"2024-03-18T21:16:11.000000Z\", \"EndTime\": \"2024-03-18T21:20:29Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Aloha\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1710796571.33499-2\"}"}, {"id": "d12853f42e6f4f4dbaf7f1ab971a264c", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 your call to the concern department, okay?\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"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've been using them. I will never this company 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\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I've written number more than 10. From this to this to this to this. And they just called me and left me a message that I should call back.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Yeah, hi, welcome. My name is Opie.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I've written number more than 10. From this to this to this to this. And they just called me and left me a message that I should call back. Because I get confused there. I'm tired of this.\"}, {\"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 your call to the concern 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\": \"True\", \"quotation\": \"And they just called me and left me a message that I should 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\": \"I've written number more than 10. From this to this to this to this. And they just called me and left me a message that I should call back. Because I get confused there.\"}, {\"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've been using them. I will never this company again.\"}, {\"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 written number more than 10. From this to this to this to this. And they just called me and left me a message that I should call back.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"There is no other way for you to take it ever in my life again. It's the worst mistake.\"}, {\"id\": \"c632435f-2826-4d00-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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Yeah, hi, welcome. My name is Opie.\"}], \"metadata\": {\"master_call_id\": \"E1-1711129108.1381491\", \"call_id\": \"E1-1711129108.1381491-5\", \"start_time\": \"2024-03-22T17:38:28.000Z\", \"end_time\": \"2024-03-22T17:38:28.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"4693486928\", \"in_bound_number\": \"8006772943\", \"agent_id\": \"59139\", \"nick\": \"Opie\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"opie.k@asaptickets.com\", \"agent_name\": \"Dinesh Kumar\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Opie (Dinesh Kumar)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1711129108.1381491-5\"}"}, {"id": "540f9844373941b8bbd4f07c53c95e5c", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"No, no, I'm looking from Ottawa, because I live in Ottawa, Canada. Hmm? Hmm? I live in Canada. All right, good. So, you're looking for a flight from Canada to USA? Florida?\"}, {\"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 Trikayo calling you from ASAP Decades.\"}, {\"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\": \"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\": \"Hmm? Okay. Hmm? Okay. Yep. So, that's why, you know, as, because I want to go to Florida, I thought you have that range, the price to go there. Mm -hmm. Yes, And it is for Florida. And if you get the deal, then only, you know, then only you'll go for that.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hello. 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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 - 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Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"So, you're saying that you have seen some promotion on our website?\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"this is Trikayo calling you from ASAP Decades.\"}], \"metadata\": {\"master_call_id\": \"call-E6-1710972676.119489\", \"call_id\": \"call-E6-1710972676.119489-2\", \"start_time\": \"2024-03-20T22:11:16.000000Z\", \"EndTime\": \"2024-03-20T22:15:16Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Fikayo\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1710972676.119489-2\"}"}, {"id": "1459b29341ce4ba2bc1fcd2189d978d9", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 supposed to depart on the 1st of April from Sida Rapids, going to Moruga, Libya, on United 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 calling ASAP to get customer support.\"}, {\"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\": \"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\": \"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 get customer support. My name is Akhanta. How can I help you today?\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"Okay, so April 1st to May 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\": \"False\", \"quotation\": \"None\"}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"984494ab-6604-4736-b2af-54c35ef65fef\", \"name\": \"Q : Introduction Letter\", \"description\": \"Did the agent talk about sending Introduction letter to the customer?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"32cbde0f-beea-4429-bc4d-42f3a9ac9ccf\", \"name\": \"Q : Car Rental\", \"description\": \"Did the agent ask the customer about Car Rental requirement or offer Car Rental Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"My name is Akhanta.\"}], \"metadata\": {\"master_call_id\": \"E5-1711220380.67663\", \"call_id\": \"E5-1711220380.67663-5\", \"start_time\": \"2024-03-23T18:59:40.000Z\", \"end_time\": \"2024-03-23T18:59:40.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"5155145038\", \"in_bound_number\": \"8883330952\", \"agent_id\": \"59459\", \"nick\": \"Acantha\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"acantha.e@asaptickets.com\", \"agent_name\": \"Favour Etiosasere\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Acantha (Favour Etiosasere)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1711220380.67663-5\"}"}, {"id": "728d6601b2c94afcbc3aa4e1ac7de4f4", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 Secret Functional Support.\"}, {\"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, this is Equinox sent me to you.\"}, {\"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 Secret Functional Support. My name is Akantha. 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\": \"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\": \"True\", \"quotation\": \"Okay, So any time four months, please give me a minute. any time four months you feel is good, tell me.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"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\": \"But I don't, Sorry. no, Equinox will send you a number of the ticket and everything. But I wanted some more dates for another four months.\"}, {\"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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You want to go New York to meddling on 24th. That is on Sunday.\"}, {\"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 IRC calling 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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"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\": \"yes hello hi\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"You want to travel, right? 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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\": \"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\": \"True\", \"quotation\": \"Hi, this is IRC calling from ASAP.\"}], \"metadata\": {\"master_call_id\": \"call-E3-1711049344.1016208\", \"call_id\": \"call-E3-1711049344.1016208-2\", \"start_time\": \"2024-03-21T19:29:04.000000Z\", \"EndTime\": \"2024-03-21T19:34:22Z\", \"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-E3-1711049344.1016208-2\"}"}, {"id": "31b95086f53448ecbce18de0af7bb091", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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. Just stay on the line, ma'am. I'll transfer you. 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\": \"True\", \"quotation\": \"Hi, thank you so much for calling ASA Tickets.\"}, {\"id\": \"9bfdf14b-30d5-403d-89d4-63973aa1a811\", \"name\": \"A : Hotel Accomodation\", \"description\": \"Customer showed interest in Hotel Accommodation Services?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"Hi, thank you so much for calling ASA Tickets. This is Migora. 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\": \"True\", \"quotation\": \"Okay. Just stay on the line, ma'am. I'll transfer you. 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\": \"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\": \"Yes, I just booked one 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\": \"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\": \"True\", \"quotation\": \"This is Migora.\"}], \"metadata\": {\"master_call_id\": \"E5-1711301666.22964\", \"call_id\": \"E5-1711301666.22964-3\", \"start_time\": \"2024-03-24T17:34:26.000Z\", \"end_time\": \"2024-03-24T17:34:26.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6179555833\", \"in_bound_number\": \"8885358478\", \"agent_id\": \"57796\", \"nick\": \"Megara\", \"call_queue\": \"23830\", \"is_transfer\": \"no\", \"agent_email\": \"megara.m@asaptickets.com\", \"agent_name\": \"Kaye Marie Obando\", \"hangup_reason\": \"agent\", \"notes\": \"PH\", \"calculated_name\": \"Megara (Kaye Marie Obando)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1711301666.22964-3\"}"}, {"id": "c622e18195554c8ebd069a4066e641e7", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"e7895558-7219-4b2d-8739-1aef0639ac68\", \"name\": \"Q : Departure and Destination\", \"description\": \"Agent asks the Customer about their Departure and Destination for the Travel Plan\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Thank you for calling ASAP Ticket customer support.\"}, {\"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\": \"Thank you for calling ASAP Ticket customer support. name is Erich 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\": \"True\", \"quotation\": \"So if I got you correctly, you'd like to change your departure date from 24th of March to 20th of April and the return date from 30th of March to 27th of April\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. 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Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"name is Erich and how may I assist you?\"}], \"metadata\": {\"master_call_id\": \"E3-1711149370.1309657\", \"call_id\": \"E3-1711149370.1309657-4\", \"start_time\": \"2024-03-22T23:16:10.000Z\", \"end_time\": \"2024-03-22T23:16:10.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9097338491\", \"in_bound_number\": \"8552851366\", \"agent_id\": \"59467\", \"nick\": \"Corinthian\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"corinthian.g@asaptickets.com\", \"agent_name\": \"Terseer Gaaba\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Corinthian (Terseer Gaaba)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1711149370.1309657-4\"}"}, {"id": "648acd0e352545fabd28aa74fb733859", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 your request, it seems that you are leaving New York to Dhaka a one-way trip.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"I am a travel agent with 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 - 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Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Kante, you left a request on our website.\"}, {\"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 Inward. I am a travel agent with 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\": \"So, could you tell me how is your day going so far?\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"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\": \"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\": \"True\", \"quotation\": \"Kante, you left a request on our website.\"}, {\"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\": \"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\": \"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\": \"Kante, you left a request on our website.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hello, my name is Inward. I am a travel agent with ASAP Tickets.\"}], \"metadata\": {\"master_call_id\": \"call-E3-1710871964.514213\", \"call_id\": \"call-E3-1710871964.514213-2\", \"start_time\": \"2024-03-19T18:12:44.000000Z\", \"EndTime\": \"2024-03-19T18:18:38Z\", \"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-E3-1710871964.514213-2\"}"}, {"id": "040eaacbae324edebdba50adaf8065d5", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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, you just need, I just need to transfer you to... to the, um, I'm sorry, to the 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\": \"True\", \"quotation\": \"Okay, so where are you leaving from? You're leaving from Rio de Janeiro? I'm leaving from South Korea, Incheon airport. South Korea. Yeah. Seoul, right? Yeah, South Korea airport. South Korea, so it's going to be from Seoul. Korea, Seoul, let me see. Yeah, so, yeah, ICN airport, right? I think it's from ICN airport. Yes, Let me see something. this is the South Korean one. And where is she going to? She's coming back to the U.S. To the U.S.? Where? Like New York? No, she's coming back to DFW. Dallas? Yes, DFW. Yeah, Yes. Dallas.\"}, {\"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\": \"Okay, booking a new one is not the issue. But you guys booked the first one for how to go. For the coming back, there was a mix up.\"}, {\"id\": \"123e8e12-b520-400f-95bb-fb754d7c876a\", \"name\": \"A : Car Rental\", \"description\": \"Customer showed interest in car rental Services\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I called yesterday, and we tried booking, we tried checking in, but it didn't work.\"}, {\"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\": \"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\": \"True\", \"quotation\": \"The flight was supposed to be for the 19th. 19th. Which is today. Which is today, but like there's a mix up.\"}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"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, in this case, you just need, I just need to transfer you to... to the, um, I'm sorry, to the customer support team.\"}, {\"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 called yesterday, and we tried booking, we tried checking in, but it didn't work.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"Okay, booking a new one is not the issue. But you guys booked the first one for how to go. For the coming back, there was a mix up. So if you can help check, that's the first route to go.\"}, {\"id\": \"c632435f-2826-4d00-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 called yesterday, and we tried booking, we tried checking in, but it didn't work. I was like, reserving the seat, it didn't work. So, I tried again after a couple of hours, but it didn't work. I don't know if we got the timing wrong.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"This is me Robinson.\"}], \"metadata\": {\"master_call_id\": \"call-E4-1710857913.28075\", \"call_id\": \"call-E4-1710857913.28075-3\", \"start_time\": \"2024-03-19T14:18:33.000000Z\", \"EndTime\": \"2024-03-19T14:18:33Z\", \"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-E4-1710857913.28075-3\"}"}, {"id": "d8e5ea16bf564440be7dfc10afa2e476", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"Te voy a transferir. voy a transferir directamente con la parte de atenci\\u00f3n al cliente, en que te pueden colaborar directamente.\"}, {\"id\": \"e7895558-7219-4b2d-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\": \"Gracias por comunicarte con Azapiquez.\"}, {\"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\": \"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\": \"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\": \"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\": \"Gracias por comunicarte con Azapiquez. Habla Chenoa.\"}, {\"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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Quiero que me den una explicaci\\u00f3n, por favor.\"}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"Tengo un problema aqu\\u00ed, estoy en el aeropuerto de Miami, porque mi vuelo que compr\\u00e9 con la agencia de Asatikia se me ha cancelado.\"}, {\"id\": \"c632435f-2826-4d00-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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Habla Chenoa.\"}], \"metadata\": {\"master_call_id\": \"E2-1711220281.117254\", \"call_id\": \"E2-1711220281.117254-3\", \"start_time\": \"2024-03-23T18:58:01.000Z\", \"end_time\": \"2024-03-23T18:58:01.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"5743500092\", \"in_bound_number\": \"8889962522\", \"agent_id\": \"60688\", \"nick\": \"Chenoa\", \"call_queue\": \"23812\", \"is_transfer\": \"no\", \"agent_email\": \"chenoa.h@asaptickets.com\", \"agent_name\": \"Ana Herrera\", \"hangup_reason\": \"client\", \"notes\": \"BOG\", \"calculated_name\": \"Chenoa (Ana Herrera)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1711220281.117254-3\"}"}, {"id": "f4b8b45506ff40c4bece1cc74f012e9f", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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. Well, I'm trying to figure out how much it would cost to fly from Denver to Tulsa.\"}, {\"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 Sambhag. I'm calling from ASR 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\": \"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\": \"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.\"}, {\"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\": \"True\", \"quotation\": \"When are you planning to 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. 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\": \"True\", \"quotation\": \"Hi, my name is Sambhag.\"}], \"metadata\": {\"master_call_id\": \"E3-1711047426.1008834\", \"call_id\": \"E3-1711047426.1008834-3\", \"start_time\": \"2024-03-21T18:57:06.000Z\", \"end_time\": \"2024-03-21T18:57:07.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6202525959\", \"in_bound_number\": \"8559631521\", \"agent_id\": \"60306\", \"nick\": \"Samberg\", \"call_queue\": \"23829\", \"is_transfer\": \"no\", \"agent_email\": \"samberg.r@asaptickets.com\", \"agent_name\": \"Ramjith R\", \"hangup_reason\": \"caller\", \"notes\": \"DRP\", \"calculated_name\": \"Samberg (Ramjith R)\"}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1711047426.1008834-3\"}"}, {"id": "703bf9d9995b4635bed1a39e88fd5b88", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"True\", \"quotation\": \"seems the person I transferred it to is not available at the moment\"}, {\"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. 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Because I have flight supposed to be day-to-day. I thought it's night. Okay. I will transfer 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\": \"It's ACF TK. How may I help you? 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Because I have flight supposed to be day-to-day. I thought it's 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\": \"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, I'm here in the airport. Oman speaking. Lydia. Okay. My name is Oman. How may I help you?\"}], \"metadata\": {\"master_call_id\": \"call-E3-1710786640.298568\", \"call_id\": \"call-E3-1710786640.298568-3\", \"start_time\": \"2024-03-18T18:30:40.000000Z\", \"EndTime\": \"2024-03-18T18:30:40Z\", \"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-E3-1710786640.298568-3\"}"}, {"id": "5baf4f7068c644c2bfe7e4bbc60a8ffd", "analytics": "{\"analytics\": [{\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"Am I correct? and yes And the travel date here is mentioned as 26th September. And you will be returning back by October 21st.\"}, {\"id\": \"77452c47-bfd4-4e50-8948-fa15ccaacaa1\", \"name\": \"Q : Company Name\", \"description\": \"Agent Introduces the Company Name to the Customer\", \"response\": \"True\", \"quotation\": \"Hi, I'm 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\": \"NA\", \"quotation\": \"None\"}, {\"id\": \"c5bd0595-8843-4226-8dff-f473c1b748fc\", \"name\": \"Q : Hotel Accomodation\", \"description\": \"Did the agent ask the customer about Hotel Accommodation or offer Hotel Accomodation?\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"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\": \"It's submitted on our website.\"}, {\"id\": \"b87d61ee-1c1e-40bb-a31d-23359a78f42f\", \"name\": \"Q : Greeting\", \"description\": \"Agent starts the conversation by greeting the customer\", \"response\": \"True\", \"quotation\": \"hello hello yes Hello.\"}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\"}, {\"id\": \"5cd35f67-e56d-4577-afee-e36d59d19998\", \"name\": \"Q : Travel Dates\", \"description\": \"Did the agent asked about Travel Dates from the Customer?\", \"response\": \"True\", \"quotation\": \"And the travel date here is mentioned as 26th September. And you will be returning back by October 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\": \"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\": \"True\", \"quotation\": \"It's submitted on our website.\"}, {\"id\": \"1daf2a33-a28d-4584-bfc8-49e8dba34110\", \"name\": \"Q : Introduction by Agent\", \"description\": \"Agent Introduces himself/herself\", \"response\": \"True\", \"quotation\": \"Hi, I'm ASAP Tickets.\"}], \"metadata\": {\"master_call_id\": \"call-E2-1711123861.1419369\", \"call_id\": \"call-E2-1711123861.1419369-2\", \"start_time\": \"2024-03-22T16:11:01.000000Z\", \"EndTime\": \"2024-03-22T16:14:07Z\", \"CallDirection\": \"Outgoing\", \"OutBoundNumber\": null, \"InBoundNumber\": null, \"AgentId\": null, \"Nick\": \"Bellanova\", \"CallQueue\": null, \"IsTransfer\": false, \"AgentEmail\": null, \"AgentName\": null, \"HangupReason\": null, \"Notes\": null, \"calculatedName\": null}}", "metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1711123861.1419369-2\"}"}]