diff --git "a/analytics_report_7.json" "b/analytics_report_7.json"
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+[{"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713348964.940496-4\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"because I was working with Malvika, who was my she was my agent, Malvika, yeah. but I tried to contact her\", \"timestamp\": [1256.67, 1263.07]}, {\"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\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I'm not saying that. I'm not saying that. I'm not saying that.\", \"timestamp\": [1088.42, 1090.8]}, {\"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\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"because I was working with Malvika, I was working with Malvika, who was my she was my agent\", \"timestamp\": [1255.31, 1260.51]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Okay. Okay. Okay. I have received the form and then right now I am waiting for the card to be verified.\", \"timestamp\": [1942.03, 1972.04]}], \"metadata\": {\"master_call_id\": \"E2-1713348964.940496\", \"call_id\": \"E2-1713348964.940496-4\", \"start_time\": \"2024-04-17T10:16:04.000Z\", \"end_time\": \"2024-04-17T10:16:04.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2148750831\", \"in_bound_number\": \"8885210748\", \"agent_id\": \"29271\", \"nick\": \"Cecilion\", \"call_queue\": \"22113\", \"is_transfer\": \"no\", \"agent_email\": \"cecilion.s@asaptickets.com\", \"agent_name\": \"Avegail Singzon Paradela\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Cecilion (Avegail Singzon Paradela)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1713309718.117193-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"So, this shows here that they tried to leech you out, or Aquarius tried to leech you out. And I refund the book and credit this. So, it seems like Aquarius said here that ticket is non-refundable. credit is $20.11 for airlines.\", \"timestamp\": [443.08, 466.69]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So, yeah, that was the last, I talked to a number of people about this. So he was, I think he was the last one. I just had an email from him.\", \"timestamp\": [419.17, 427.67]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So yeah, that was the last, I talked to a number of people about this. So he was, I think he was the last one. I just had an email from him. Mm-mm. So I think he's the last one I talked to. And I said I would call back.\", \"timestamp\": [420.35, 432.85]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E9-1713309718.117193\", \"call_id\": \"E9-1713309718.117193-5\", \"start_time\": \"2024-04-16T23:21:58.000Z\", \"end_time\": \"2024-04-16T23:21:58.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"3109022388\", \"in_bound_number\": \"8006772943\", \"agent_id\": \"59472\", \"nick\": \"Xerx\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"xerx.e@asaptickets.com\", \"agent_name\": \"George Emmanuel Tan\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Xerx (George Emmanuel Tan)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713351287.944182-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"Yes, you will receive $600.\", \"timestamp\": [460.92, 462.94]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"True\", \"quotation\": \"I think 25 dollar voucher for future it's just an additional for next trip small bonus\", \"timestamp\": [1491.91, 1498.03]}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"I have a insurance board or you know to cover this with you\", \"timestamp\": [19.01, 26.51]}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I have an insurance I bought\", \"timestamp\": [44.16, 45.58]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello, Yuriy, staff member service departments, my name is Arkham, how can I help you? I can't have it doing I I'm Yuriy. Yeah, I need to travel But I you know to have three things I cannot and I need to cancel it.\", \"timestamp\": [3.46, 18.97]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E2-1713351287.944182\", \"call_id\": \"E2-1713351287.944182-5\", \"start_time\": \"2024-04-17T10:54:47.000Z\", \"end_time\": \"2024-04-17T10:54:47.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6692511439\", \"in_bound_number\": \"8883330952\", \"agent_id\": \"59446\", \"nick\": \"Arcan\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"arcan.a@asaptickets.com\", \"agent_name\": \"Mihail Adam\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Arcan (Mihail Adam)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713564249.1455929-4\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"Yes, I have double check everything here in my end Supposedly and actually ticket is non-refundable And by doing that so but due to what happened What we can do is we will be gonna refund you back the money of nine top nine hundred eighty seven dollars eleven that's the only thing that we can do here\", \"timestamp\": [439.41, 465.28]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm sorry. 987 dollars point eleven\", \"timestamp\": [467.85, 472.51]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes, hi, thank you for calling us up to catch customer service. My name is Aquarius. How can I help? Yes, I have a ticket booked and I have the protection service. I need to discuss the issue with the flight.\", \"timestamp\": [2.99, 18.66]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E1-1713564249.1455929\", \"call_id\": \"E1-1713564249.1455929-4\", \"start_time\": \"2024-04-19T22:04:09.000Z\", \"end_time\": \"2024-04-19T22:04:09.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6107790911\", \"in_bound_number\": \"8885210748\", \"agent_id\": \"59427\", \"nick\": \"Aquarius\", \"call_queue\": \"22113\", \"is_transfer\": \"no\", \"agent_email\": \"aquarius.j@asaptickets.com\", \"agent_name\": \"Bob James Ardales\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Aquarius (Bob James Ardales)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713384375.83752-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Have you done have you done your research earlier in other websites? Okay,-hmm. Yes. I am still looking for.\", \"timestamp\": [190.84, 197.44]}], \"metadata\": {\"master_call_id\": \"E6-1713384375.83752\", \"call_id\": \"E6-1713384375.83752-2\", \"start_time\": \"2024-04-17T20:06:15.000Z\", \"end_time\": \"2024-04-17T20:12:17.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0017188773133\", \"in_bound_number\": \"18559603007\", \"agent_id\": \"61126\", \"nick\": \"Lewies\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"lewies.n@asaptickets.com\", \"agent_name\": \"James Narzary\", \"hangup_reason\": \"client\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Lewies (James Narzary)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713366683.19746-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"yeah, yeah, because through social media, I see it. And I was interested, but I already booked a ticket because what I see, you guys have better prices.\", \"timestamp\": [91.84, 104.52]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"yeah, yeah, because through social media, I see it. And I was interested, but I already booked a ticket because what I see, you guys have better prices.\", \"timestamp\": [91.84, 104.52]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713366683.19746\", \"call_id\": \"E6-1713366683.19746-3\", \"start_time\": \"2024-04-17T15:11:23.000Z\", \"end_time\": \"2024-04-17T15:16:13.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0015199032751\", \"in_bound_number\": \"18885955024\", \"agent_id\": \"60429\", \"nick\": \"Apple\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"apple.h@asaptickets.com\", \"agent_name\": \"Fatema Husain\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Apple (Fatema Husain)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713536203.1173692-8\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"Nag-request po kayo for credit amount na in-house. Okay. And then, yung confirmation number ata na dinigay nyo sa akin dito ata is QUO IHC. So I think you should be able to tell, let them know din po about this confirmation number para din po makita po nila kong applicable pa din po yung credit amount po on this slide.\", \"timestamp\": [190.88, 217.58]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 gusto nyo po ko po ulit tayo mayon sa kanilaw o mama yung nalang yung as king. So di po ating salamat. Transfer\", \"timestamp\": [446.31, 462.34]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"True\", \"quotation\": \"Tatong-tatong voucher po yung sabi nyo.\", \"timestamp\": [224.69, 227.21]}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Nag-request po kayo for credit amount na in-house.\", \"timestamp\": [190.88, 193.54]}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Nag-request po kayo for credit amount na in-house.\", \"timestamp\": [190.88, 193.54]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"So ano po, da sabi nang nyo po ating, di po silang nang kaka-owi ng date na binook namin.\", \"timestamp\": [389.94, 400.6]}, {\"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 gusto nyo po ko po ulit tayo mayon sa kanilaw o mama yung nalang yung as king. So di po ating salamat. Transfer\", \"timestamp\": [446.31, 462.34]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Nagkabi pa sa inyo yung customer service po. Atakawag po, pulut ko lang kayo, or wala po.\", \"timestamp\": [272.06, 277.26]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713536203.1173692\", \"call_id\": \"E3-1713536203.1173692-8\", \"start_time\": \"2024-04-19T14:16:43.000Z\", \"end_time\": \"2024-04-19T14:16:43.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"4169880820\", \"in_bound_number\": \"8886495588\", \"agent_id\": \"22283\", \"nick\": \"scartell\", \"call_queue\": \"\", \"is_transfer\": \"yes\", \"agent_email\": \"scartell.a@asaptickets.com\", \"agent_name\": \"Lloyse Avegeal Lutao\", \"hangup_reason\": \"client\", \"notes\": \"PH\", \"calculated_name\": \"scartell (Lloyse Avegeal Lutao)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713400809.1104100-12\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"yeah, and like if I cancel like how much I get a refund, But I'm not quite sure how much would it be of course. me double check this for you.\", \"timestamp\": [100.18, 115.69]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"but I called yesterday, and when I was here, like, later, he told me I would get like 283 something.\", \"timestamp\": [422.81, 432.69]}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"but I called yesterday, and when I was here, like, later, he told me I would get like 283 something. Okay, 270 or something.\", \"timestamp\": [422.81, 435.07]}, {\"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\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"but I called yesterday, and when I was here, like, later, he told me I would get like 283 something.\", \"timestamp\": [422.81, 432.69]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E2-1713400809.1104100\", \"call_id\": \"E2-1713400809.1104100-12\", \"start_time\": \"2024-04-18T00:40:09.000Z\", \"end_time\": \"2024-04-18T00:40:10.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"+9779823788042\", \"in_bound_number\": \"8884576656\", \"agent_id\": \"58491\", \"nick\": \"Kaymac\", \"call_queue\": \"58224\", \"is_transfer\": \"no\", \"agent_email\": \"kaymac.m@asaptickets.com\", \"agent_name\": \"Karim Mahmoud\", \"hangup_reason\": \"caller\", \"notes\": \"OOJO Customer Support\", \"calculated_name\": \"Kaymac (Karim Mahmoud)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713212325.591746-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E2-1713212325.591746\", \"call_id\": \"E2-1713212325.591746-2\", \"start_time\": \"2024-04-15T20:18:45.000Z\", \"end_time\": \"2024-04-15T20:23:19.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0014082182456\", \"in_bound_number\": \"18559523439\", \"agent_id\": \"61148\", \"nick\": \"Chisom\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"chisom.m@asaptickets.com\", \"agent_name\": \"Helen Maduakolam\", \"hangup_reason\": \"client\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Chisom (Helen Maduakolam)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713476076.1037442-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"So, I I found the people I found the people they give me 800\", \"timestamp\": [153.86, 160.24]}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"why oh I'm I'm going to on the computer do it in the computer why am I have you know Sorry. I'm I'm do it I'm do it and on the left side\", \"timestamp\": [51.53, 66.06]}], \"metadata\": {\"master_call_id\": \"E3-1713476076.1037442\", \"call_id\": \"E3-1713476076.1037442-3\", \"start_time\": \"2024-04-18T21:34:36.000Z\", \"end_time\": \"2024-04-18T21:38:54.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0015617275962\", \"in_bound_number\": \"18883194226\", \"agent_id\": \"61265\", \"nick\": \"Angliru\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"angliru.s@asaptickets.com\", \"agent_name\": \"Gulshan Sharma\", \"hangup_reason\": \"client\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Angliru (Gulshan Sharma)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1713413540.138546-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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, here's what I'm going to do. I will go ahead and transfer you over to our customer service department, I mean, to the change department,\", \"timestamp\": [44.08, 49.76]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I will go ahead and transfer you over to our customer service department, I mean, to the change department\", \"timestamp\": [45.26, 49.76]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E9-1713413540.138546\", \"call_id\": \"E9-1713413540.138546-3\", \"start_time\": \"2024-04-18T04:12:20.000Z\", \"end_time\": \"2024-04-18T04:12:21.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9072099412\", \"in_bound_number\": \"8669614156\", \"agent_id\": \"22088\", \"nick\": \"ismoral\", \"call_queue\": \"23830\", \"is_transfer\": \"no\", \"agent_email\": \"ismoral.t@asaptickets.com\", \"agent_name\": \"Kenneth Tabulao\", \"hangup_reason\": \"caller\", \"notes\": \"PH\", \"calculated_name\": \"ismoral (Kenneth Tabulao)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1713378361.28986-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"So and this is comment of security guard in your private request. Are you still looking for it?\", \"timestamp\": [13.23, 19.56]}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So and this is comment of security guard in your private request. Are you still looking for it?\", \"timestamp\": [13.23, 19.56]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E9-1713378361.28986\", \"call_id\": \"E9-1713378361.28986-2\", \"start_time\": \"2024-04-17T18:26:01.000Z\", \"end_time\": \"2024-04-17T18:30:13.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0014047400622\", \"in_bound_number\": \"18559473055\", \"agent_id\": \"22746\", \"nick\": \"Tatum\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"tatum.c@asaptickets.com\", \"agent_name\": \"Atul Choubey\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Tatum (Atul Choubey)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1713385330.97082-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I have already sent you some price quotes\", \"timestamp\": [17.16, 19.74]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"But I have already sent three price quotes to you\", \"timestamp\": [32.58, 35.36]}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah, hi there. I'm VJS. I had a talk and I have already sent you some price quotes\", \"timestamp\": [14.7, 19.74]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E5-1713385330.97082\", \"call_id\": \"E5-1713385330.97082-3\", \"start_time\": \"2024-04-17T20:22:10.000Z\", \"end_time\": \"2024-04-17T20:25:38.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0017185416106\", \"in_bound_number\": \"18779660011\", \"agent_id\": \"61467\", \"nick\": \"Wibal\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"wibal.t@asaptickets.com\", \"agent_name\": \"Dharmendra Tiwari\", \"hangup_reason\": \"agent\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Wibal (Dharmendra Tiwari)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1713409824.149531-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E8-1713409824.149531\", \"call_id\": \"E8-1713409824.149531-2\", \"start_time\": \"2024-04-18T03:10:24.000Z\", \"end_time\": \"2024-04-18T03:16:28.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0016047106700\", \"in_bound_number\": \"16479775695\", \"agent_id\": \"58253\", \"nick\": \"Billie\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"billie.b@asaptickets.com\", \"agent_name\": \"Firdous Bhat\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Billie (Firdous Bhat)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713390666.822295-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I spoke with Wakanda last night and he was going, Wakanda. yes. And you transferred you here? He didn't transfer me there. I got your phone number. Ah, okay. And you called me about us, Yes. right? Correct. So this is your first time? Because, because somebody was supposed to call us and we've been waiting for two days.\", \"timestamp\": [1198.02, 1229.2]}, {\"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\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Because, because somebody was supposed to call us and we've been waiting for two days.\", \"timestamp\": [1221.64, 1229.2]}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"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, because somebody was supposed to call us and we've been waiting for two days.\", \"timestamp\": [1221.64, 1229.2]}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I spoke with Wakanda last night and he was going, yes. And you transferred you here? He didn't transfer me there. I got your phone number. Ah, okay. And you called me about us, Yes. right? Correct. So this is your first time? Because, because somebody was supposed to call us and we've been waiting for two days.\", \"timestamp\": [1198.02, 1228.82]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713390666.822295\", \"call_id\": \"E3-1713390666.822295-5\", \"start_time\": \"2024-04-17T21:51:06.000Z\", \"end_time\": \"2024-04-17T21:51:07.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9166902334\", \"in_bound_number\": \"8885210748\", \"agent_id\": \"23070\", \"nick\": \"Wilfox\", \"call_queue\": \"22113\", \"is_transfer\": \"no\", \"agent_email\": \"wilfox.a@asaptickets.com\", \"agent_name\": \"Jayvee Billena Aguilar\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Wilfox (Jayvee Billena Aguilar)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713383246.79365-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah, I've seen a price in there, that's what I'm calling, five hundred and forty-five dollars.\", \"timestamp\": [25.64, 32.42]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713383246.79365\", \"call_id\": \"E6-1713383246.79365-2\", \"start_time\": \"2024-04-17T19:47:26.000Z\", \"end_time\": \"2024-04-17T19:51:32.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0014164021343\", \"in_bound_number\": \"16479775695\", \"agent_id\": \"60126\", \"nick\": \"Onin\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"onin.m@asaptickets.com\", \"agent_name\": \"Peer Mohammed Makrani\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Onin (Peer Mohammed Makrani)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713429891.1124003-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I am currently messaging her through another app, which is the only one she can use while she's out of the country.\", \"timestamp\": [1312.84, 1320.9]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I heard from her about a half hour ago, but she's currently not answering my messages. So I guess what all we can do right now is you sent the email to her, correct?\", \"timestamp\": [1324.16, 1337.04]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E1-1713429891.1124003\", \"call_id\": \"E1-1713429891.1124003-5\", \"start_time\": \"2024-04-18T08:44:51.000Z\", \"end_time\": \"2024-04-18T08:44:52.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"8082810894\", \"in_bound_number\": \"8885852727\", \"agent_id\": \"26324\", \"nick\": \"Makoto\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"belerick.d@asaptickets.com\", \"agent_name\": \"Vlad Davidic\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Makoto (Vlad Davidic)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1713561425.46502-8\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I appreciate your time and patience calling us on the app of your siblings to rebook their tickets.\", \"timestamp\": [42.96, 49.96]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi, I'm calling for my husband who is in India and So his return is tomorrow 21st of April 20th of April But we are thinking If you guys are reasonable price if you can extend that ticket\", \"timestamp\": [7.22, 32.52]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E9-1713561425.46502\", \"call_id\": \"E9-1713561425.46502-8\", \"start_time\": \"2024-04-19T21:17:05.000Z\", \"end_time\": \"2024-04-19T21:17:05.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7035085356\", \"in_bound_number\": \"8007502238\", \"agent_id\": \"29279\", \"nick\": \"Deiblohr\", \"call_queue\": \"22113\", \"is_transfer\": \"no\", \"agent_email\": \"deiblohr.c@asaptickets.com\", \"agent_name\": \"Sandhri Angelo David Candaza\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Deiblohr (Sandhri Angelo David Candaza)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713723796.326387-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E2-1713723796.326387\", \"call_id\": \"E2-1713723796.326387-3\", \"start_time\": \"2024-04-21T18:23:16.000Z\", \"end_time\": \"2024-04-21T18:28:30.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0012486023736\", \"in_bound_number\": \"18885956625\", \"agent_id\": \"60129\", \"nick\": \"Khamis\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"khamis.s@asaptickets.com\", \"agent_name\": \"Nadeem Suhail\", \"hangup_reason\": \"agent\", \"notes\": \"DRP\", \"calculated_name\": \"Khamis (Nadeem Suhail)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1713399716.126016-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E8-1713399716.126016\", \"call_id\": \"E8-1713399716.126016-2\", \"start_time\": \"2024-04-18T00:21:56.000Z\", \"end_time\": \"2024-04-18T00:27:26.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0019136052141\", \"in_bound_number\": \"18559631433\", \"agent_id\": \"60358\", \"nick\": \"Balong\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"balong.s@asaptickets.com\", \"agent_name\": \"Farhan saifi\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Balong (Farhan saifi)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1713207594.43692-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"I just want to check, I saw online that you have a pair to Ethiopia.\", \"timestamp\": [37.82, 47.14]}], \"metadata\": {\"master_call_id\": \"E7-1713207594.43692\", \"call_id\": \"E7-1713207594.43692-3\", \"start_time\": \"2024-04-15T18:59:54.000Z\", \"end_time\": \"2024-04-15T18:59:55.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"3015205609\", \"in_bound_number\": \"8773297432\", \"agent_id\": \"61137\", \"nick\": \"Masanori\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"masanori.m@asaptickets.com\", \"agent_name\": \"Gautamjit maisnam\", \"hangup_reason\": \"caller\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Masanori (Gautamjit maisnam)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713459953.42732-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"That's what it was when I pulled it up myself.\", \"timestamp\": [257.65, 259.27]}], \"metadata\": {\"master_call_id\": \"E6-1713459953.42732\", \"call_id\": \"E6-1713459953.42732-3\", \"start_time\": \"2024-04-18T17:05:53.000Z\", \"end_time\": \"2024-04-18T17:05:53.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"4045363444\", \"in_bound_number\": \"8663491068\", \"agent_id\": \"59337\", \"nick\": \"Higden\", \"call_queue\": \"23822\", \"is_transfer\": \"no\", \"agent_email\": \"higden.k@asaptickets.com\", \"agent_name\": \"Praveen Kumar\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"Higden (Praveen Kumar)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1713509269.137888-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E9-1713509269.137888\", \"call_id\": \"E9-1713509269.137888-2\", \"start_time\": \"2024-04-19T06:47:49.000Z\", \"end_time\": \"2024-04-19T06:52:05.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0015732080677\", \"in_bound_number\": \"18559511970\", \"agent_id\": \"60900\", \"nick\": \"Ordaya\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"ordaya.m@asaptickets.com\", \"agent_name\": \"Ponmathi Madasamy\", \"hangup_reason\": \"client\", \"notes\": \"DRP\", \"calculated_name\": \"Ordaya (Ponmathi Madasamy)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713429891.1124003-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 just wanted to let you know of this type of request that's handled by the customer service department. I am the agent who helps in purchasing tickets, but since already existing reservation exists and the customer service department will be taking over. So, I will be transferring your call over to them and they will be able to give you a better information regarding the flight ticket change and all the details in regards to that.\", \"timestamp\": [184.73, 208.95]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"She purchased the ticket, it was a round-trip ticket that she purchased before she went, and then she tried to get it changed from her end.\", \"timestamp\": [96.1, 109.48]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I am the agent who helps in purchasing tickets, but since already existing reservation exists and the customer service department will be taking over. So, I will be transferring your call over to them and they will be able to give you a better information regarding the flight ticket change and all the details in regards to that.\", \"timestamp\": [190.47, 208.95]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"And then she tried to get it changed from her end. She's having some trouble because she's not in the country and she's having some trouble because she's in Africa\", \"timestamp\": [105.16, 116.84]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"She's having some trouble because she's not in the country and she's having some trouble because she's in Africa and I don't know if it's miscommunication between the different cultures or countries, but I'm just seeing if there's any way that I could change it or at least find out what it would take to get her a flight home sooner.\", \"timestamp\": [110.52, 131.32]}], \"metadata\": {\"master_call_id\": \"E1-1713429891.1124003\", \"call_id\": \"E1-1713429891.1124003-3\", \"start_time\": \"2024-04-18T08:44:51.000Z\", \"end_time\": \"2024-04-18T08:44:52.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"8082810894\", \"in_bound_number\": \"8885852727\", \"agent_id\": \"58286\", \"nick\": \"Balthasar\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"balthasar.r@asaptickets.com\", \"agent_name\": \"Mohammad Rayhan Musharaf\", \"hangup_reason\": \"agent\", \"notes\": \"ITN\", \"calculated_name\": \"Balthasar (Mohammad Rayhan Musharaf)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713637017.37927-1\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Excuse me. have i sent you any calls before have you spoken to them before or is this the first time This is my first time.\", \"timestamp\": [44.0, 51.79]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713637017.37927\", \"call_id\": \"E6-1713637017.37927-1\", \"start_time\": \"2024-04-20T18:16:57.000Z\", \"end_time\": \"2024-04-20T18:22:40.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0018635218726\", \"in_bound_number\": \"18777674998\", \"agent_id\": \"61130\", \"nick\": \"Venancio\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"venancio.t@asaptickets.com\", \"agent_name\": \"Lynton Tony Edwin\", \"hangup_reason\": \"agent\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Venancio (Lynton Tony Edwin)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1713757879.53432-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"And ma'am, this is the first time you are in contact with Isabicat or you just otra vez\", \"timestamp\": [77.77, 81.79]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E8-1713757879.53432\", \"call_id\": \"E8-1713757879.53432-3\", \"start_time\": \"2024-04-22T03:51:19.000Z\", \"end_time\": \"2024-04-22T03:57:40.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0013465367524\", \"in_bound_number\": \"18889863014\", \"agent_id\": \"22746\", \"nick\": \"Tatum\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"tatum.c@asaptickets.com\", \"agent_name\": \"Atul Choubey\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Tatum (Atul Choubey)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713650700.167299-16\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah, Can you please give me the IPN confirmation number or the 13-digit ticket number? what is that? Oh, it's 2977052761514.\", \"timestamp\": [92.87, 109.69]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"So, right now, Okay. so I say three. What would you like me to say? Um, the, you can say three, D, C, two, D, C, D, have you opened? C, D, C. Yes. That is the airline confirmation number. Which name you are answering ma'am? Can you let me know? Okay. So, the first name is Floor Dalisa. First name, S-L-O-R-D-E-L-I-S-A, then H-A-M-O-A-Y. Yeah. I'm going to check in, I'm going to check in myself, but I just want you to stay on the line for me.\", \"timestamp\": [582.8, 666.5]}], \"metadata\": {\"master_call_id\": \"E1-1713650700.167299\", \"call_id\": \"E1-1713650700.167299-16\", \"start_time\": \"2024-04-20T22:05:00.000Z\", \"end_time\": \"2024-04-20T22:05:00.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2092424358\", \"in_bound_number\": \"8007502238\", \"agent_id\": \"23056\", \"nick\": \"Ajju\", \"call_queue\": \"22113\", \"is_transfer\": \"yes\", \"agent_email\": \"ajju.s@asaptickets.com\", \"agent_name\": \"Satasri Sinha\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Ajju (Satasri Sinha)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713566680.1512228-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I will transfer your call with the vip one\", \"timestamp\": [1688.53, 1690.95]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Oh, I thought you were going to help me cancel it.\", \"timestamp\": [1517.42, 1520.0]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So let me let you speak with the vip support line and they will be assisting you from there\", \"timestamp\": [1383.95, 1389.29]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Oh, I thought you were going to help me cancel it.\", \"timestamp\": [1517.42, 1520.0]}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes, we are talking about 20 years Frontier, Ireland, from Charlotte, yeah, from Charlotte San Francisco. You told me they only allow a carry on. No, I have a suitcase too.\", \"timestamp\": [412.4, 426.89]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E2-1713566680.1512228\", \"call_id\": \"E2-1713566680.1512228-3\", \"start_time\": \"2024-04-19T22:44:40.000Z\", \"end_time\": \"2024-04-19T22:44:41.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2092773348\", \"in_bound_number\": \"8448996371\", \"agent_id\": \"60008\", \"nick\": \"Mcfly\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"mcfly.s@asaptickets.com\", \"agent_name\": \"Ahmed Sherif\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"Mcfly (Ahmed Sherif)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1713645471.81909-4\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"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\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm supposed to fly out on Tuesday, but I want to see if I can extend my flight till Sunday because I have protection.\", \"timestamp\": [33.06, 39.68]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Okay, hold on, let me check. okay, Okay, let me check. Jordanna 1A at Yahoo.com. on. Yeah, I've seen it here, all right, all the gone by. That's right.\", \"timestamp\": [1025.86, 1038.62]}], \"metadata\": {\"master_call_id\": \"E5-1713645471.81909\", \"call_id\": \"E5-1713645471.81909-4\", \"start_time\": \"2024-04-20T20:37:51.000Z\", \"end_time\": \"2024-04-20T20:37:51.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7865469455\", \"in_bound_number\": \"8885210748\", \"agent_id\": \"29456\", \"nick\": \"Chadwick\", \"call_queue\": \"22113\", \"is_transfer\": \"no\", \"agent_email\": \"chadwick.m@asaptickets.com\", \"agent_name\": \"Hazem Mohamed\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Chadwick (Hazem Mohamed)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1713553158.57087-9\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So I will be transferring your call to the Specialized Department and they will be able to help you with this.\", \"timestamp\": [149.01, 154.13]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So I will be transferring your call to the Specialized Department and they will be able to help you with this.\", \"timestamp\": [149.01, 154.13]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E8-1713553158.57087\", \"call_id\": \"E8-1713553158.57087-9\", \"start_time\": \"2024-04-19T18:59:18.000Z\", \"end_time\": \"2024-04-19T18:59:18.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"8018603947\", \"in_bound_number\": \"8884576656\", \"agent_id\": \"58446\", \"nick\": \"Branwen\", \"call_queue\": \"58224\", \"is_transfer\": \"no\", \"agent_email\": \"branwen.m@asaptickets.com\", \"agent_name\": \"Mahadev M\", \"hangup_reason\": \"caller\", \"notes\": \"OOJO Customer Support\", \"calculated_name\": \"Branwen (Mahadev M)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1713552385.57129-9\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"I want to get my money. A refund? Okay, let me check for a refund. me check. let me try to calculate. Hold on. I've been like three minutes. Yes, sir. Yes, sir. I'm right here. Hold on. I'm still calculating how much is the refundable amount. Hold on. Okay, hello, sir. Yes, we're checking right here. The refundable amount would be $471. So, yeah. The total penalty is only $343.40. I believe you can save for this one instead of changing it.\", \"timestamp\": [1241.94, 1450.86]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hey, I do have a situation here, bro. I called you guys a couple of times today for the trip I got from y'all.\", \"timestamp\": [81.43, 88.83]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I called you guys a couple of times today for the trip I got from y'all. Because of the situation going on in Iran these days, you know, it is going on Iran. I don't want to take the risk going back to Iran, okay? I called y'all.\", \"timestamp\": [83.41, 100.33]}, {\"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\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hey, I do have a situation here, bro. I called you guys a couple of times today for the trip I got from y'all.\", \"timestamp\": [81.43, 88.83]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E7-1713552385.57129\", \"call_id\": \"E7-1713552385.57129-9\", \"start_time\": \"2024-04-19T18:46:25.000Z\", \"end_time\": \"2024-04-19T18:46:25.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2816194167\", \"in_bound_number\": \"8884576656\", \"agent_id\": \"58415\", \"nick\": \"Sarousch\", \"call_queue\": \"58224\", \"is_transfer\": \"no\", \"agent_email\": \"sarousch.r@asaptickets.com\", \"agent_name\": \"James Ryan Bejasa\", \"hangup_reason\": \"caller\", \"notes\": \"OOJO Customer Support\", \"calculated_name\": \"Sarousch (James Ryan Bejasa)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713488314.138152-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713488314.138152\", \"call_id\": \"E6-1713488314.138152-5\", \"start_time\": \"2024-04-19T00:58:34.000Z\", \"end_time\": \"2024-04-19T00:58:35.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2162722671\", \"in_bound_number\": \"8332552818\", \"agent_id\": \"59444\", \"nick\": \"Casty\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"casty.j@asaptickets.com\", \"agent_name\": \"Glorie Jane Sinag\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Casty (Glorie Jane Sinag)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713279217.731374-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I was supposed to one of your colleagues yesterday.\", \"timestamp\": [23.76, 26.2]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I was supposed to one of your colleagues yesterday.\", \"timestamp\": [23.76, 26.2]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E1-1713279217.731374\", \"call_id\": \"E1-1713279217.731374-5\", \"start_time\": \"2024-04-16T14:53:37.000Z\", \"end_time\": \"2024-04-16T14:53:38.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2084446320\", \"in_bound_number\": \"8006772943\", \"agent_id\": \"23097\", \"nick\": \"Denji\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"denji.a@asaptickets.com\", \"agent_name\": \"Uday Aggarwal\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Denji (Uday Aggarwal)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713291096.534402-8\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Just hold on, let me try to answer into someone else who can help you on this because I'm not trained on this.\", \"timestamp\": [79.74, 84.4]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes, you already have a travel case, that is, so you do not have to worry about that.\", \"timestamp\": [72.41, 75.55]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Just hold on, let me try to answer into someone else who can help you on this because I'm not trained on this.\", \"timestamp\": [79.74, 84.4]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah, you can call me at 307-651-8788.\", \"timestamp\": [34.49, 39.41]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713291096.534402\", \"call_id\": \"E3-1713291096.534402-8\", \"start_time\": \"2024-04-16T18:11:36.000Z\", \"end_time\": \"2024-04-16T18:11:37.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9142885192\", \"in_bound_number\": \"8007230482\", \"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-E3-1713295317.552995-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713295317.552995\", \"call_id\": \"E3-1713295317.552995-2\", \"start_time\": \"2024-04-16T19:21:57.000Z\", \"end_time\": \"2024-04-16T19:26:56.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0016785005404\", \"in_bound_number\": \"18559603037\", \"agent_id\": \"61132\", \"nick\": \"Heinz\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"heinz.p@asaptickets.com\", \"agent_name\": \"Ashish Patel\", \"hangup_reason\": \"client\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Heinz (Ashish Patel)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713222811.115922-13\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"as I can see, the fee to choose your ticket to any other date is $400 plus.\", \"timestamp\": [74.53, 85.23]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713222811.115922\", \"call_id\": \"E6-1713222811.115922-13\", \"start_time\": \"2024-04-15T23:13:31.000Z\", \"end_time\": \"2024-04-15T23:13:31.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2243867985\", \"in_bound_number\": \"8888896656\", \"agent_id\": \"58497\", \"nick\": \"Jonha\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"jonha.g@asaptickets.com\", \"agent_name\": \"Heba Gamal\", \"hangup_reason\": \"client\", \"notes\": \"OOJO Customer Support\", \"calculated_name\": \"Jonha (Heba Gamal)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713291096.534402-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I will transfer this call to the respective department and the respective agent will assist you, please wait on the line.\", \"timestamp\": [18.15, 23.59]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"so I will transfer this call to the respective department and the respective agent will assist you\", \"timestamp\": [18.03, 22.83]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713291096.534402\", \"call_id\": \"E3-1713291096.534402-5\", \"start_time\": \"2024-04-16T18:11:36.000Z\", \"end_time\": \"2024-04-16T18:11:37.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9142885192\", \"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-E8-1713397556.118877-8\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Let me just see if I can change the date while my flight\", \"timestamp\": [7.04, 12.78]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E8-1713397556.118877\", \"call_id\": \"E8-1713397556.118877-8\", \"start_time\": \"2024-04-17T23:45:56.000Z\", \"end_time\": \"2024-04-17T23:45:56.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"8328191255\", \"in_bound_number\": \"8884576656\", \"agent_id\": \"58498\", \"nick\": \"Shenhe\", \"call_queue\": \"23820\", \"is_transfer\": \"no\", \"agent_email\": \"shenhe.a@asaptickets.com\", \"agent_name\": \"Amr Ahmed\", \"hangup_reason\": \"agent\", \"notes\": \"OOJO Customer Support\", \"calculated_name\": \"Shenhe (Amr Ahmed)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1713298974.118138-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E4-1713298974.118138\", \"call_id\": \"E4-1713298974.118138-2\", \"start_time\": \"2024-04-16T20:22:54.000Z\", \"end_time\": \"2024-04-16T20:26:31.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0016164035112\", \"in_bound_number\": \"18559552907\", \"agent_id\": \"58249\", \"nick\": \"Stafford\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"stafford.s@asaptickets.com\", \"agent_name\": \"Chandan Shaw\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Stafford (Chandan Shaw)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713304873.591707-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713304873.591707\", \"call_id\": \"E3-1713304873.591707-2\", \"start_time\": \"2024-04-16T22:01:13.000Z\", \"end_time\": \"2024-04-16T22:06:18.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0012092920964\", \"in_bound_number\": \"18559521720\", \"agent_id\": \"61136\", \"nick\": \"Odette\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"odette.m@asaptickets.com\", \"agent_name\": \"Fiza Mariyam\", \"hangup_reason\": \"client\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Odette (Fiza Mariyam)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713673514.222910-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi, thank you for calling ISAP Pickup, customer service requirement. My name is Amerin team happiness today. speaking to Benson, I'm sorry to call, what's the name of your agent?\", \"timestamp\": [2.12, 16.18]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I'm sorry to call, what's the name of your agent?\", \"timestamp\": [13.98, 16.18]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E1-1713673514.222910\", \"call_id\": \"E1-1713673514.222910-5\", \"start_time\": \"2024-04-21T04:25:14.000Z\", \"end_time\": \"2024-04-21T04:25:15.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7329254247\", \"in_bound_number\": \"8883330952\", \"agent_id\": \"59417\", \"nick\": \"Amarantine\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"amarantine.m@asaptickets.com\", \"agent_name\": \"Beverlyn Mangubat\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Amarantine (Beverlyn Mangubat)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713684054.237604-9\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"What if I get a refund from my original payment? To your original payment, that will be 75% of your ticket price.\", \"timestamp\": [554.44, 562.1]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"I've already made a video, a bad review on you guys because you guys are just horrible in service. The last two times I've called, the lady who has hung up on me while speaking, which is unacceptable. And I will also be filing some type of lawsuit because I bought the travel agency coverage or the travel care, and it doesn't seem like it does anything because every time I try to change the flight, they always ask for more money.\", \"timestamp\": [40.32, 69.92]}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"True\", \"quotation\": \"It might say that it's a monetary refund, however, it will be the BMT voucher.\", \"timestamp\": [1531.09, 1536.29]}, {\"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\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I've already started, so I have a quite a huge following on TikTok, so I've already made a video, a bad review on you guys because you guys are just horrible in service.\", \"timestamp\": [35.42, 45.14]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"True\", \"quotation\": \"The last two times I've called, the lady who has hung up on me while speaking, which is unacceptable.\", \"timestamp\": [45.84, 53.56]}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"We they already explained to me five times. I've read the travel care. You guys don't follow what it says. I've read to the lady five times what the travel care says.\", \"timestamp\": [107.35, 118.02]}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I'm going to transfer the call to the sales. The sales agent can get you the new ticket or maybe I can do it myself. Whatever will happen, I'm going to get back to you today.\", \"timestamp\": [1600.82, 1611.34]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I just did and... You didn't mention it. lady didn't mention it? And you said that the lady... Wallahi. The lady before? Wallahi. Wallahi. You didn't. I mentioned it to you, brother. I said, what if I do this? You said, oh, that's a better option. I'm doing your job for you.\", \"timestamp\": [810.18, 822.31]}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"True\", \"quotation\": \"You're getting sued. I'm sorry. I'm opening a lawsuit right now on you guys.\", \"timestamp\": [531.04, 534.36]}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"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 already started, so I have a quite a huge following on TikTok, so I've already made a video, a bad review on you guys because you guys are just horrible in service. The last two times I've called, the lady who has hung up on me while speaking, which is unacceptable.\", \"timestamp\": [35.42, 53.56]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"No, I'd like to file a complaint.\", \"timestamp\": [25.34, 27.1]}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"True\", \"quotation\": \"I just need you to process the refund from your end. It might say that it's a monetary refund, however, it will be the BMT voucher.\", \"timestamp\": [1528.19, 1536.29]}, {\"id\": \"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\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E2-1713684054.237604\", \"call_id\": \"E2-1713684054.237604-9\", \"start_time\": \"2024-04-21T07:20:54.000Z\", \"end_time\": \"2024-04-21T07:20:54.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"5189866910\", \"in_bound_number\": \"8884576656\", \"agent_id\": \"58494\", \"nick\": \"Fredrinn\", \"call_queue\": \"58224\", \"is_transfer\": \"no\", \"agent_email\": \"fredrinn.h@asaptickets.com\", \"agent_name\": \"Abdallah Hesham\", \"hangup_reason\": \"caller\", \"notes\": \"OOJO Customer Support\", \"calculated_name\": \"Fredrinn (Abdallah Hesham)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713759396.427352-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"ok so let me connect you with our customer service team they will set this for you now\", \"timestamp\": [94.47, 100.39]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Thank you for calling me up\", \"timestamp\": [5.32, 6.64]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"ok so let me connect you with our customer service team they will set this for you now\", \"timestamp\": [94.47, 100.39]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"you for calling me up to get the entrance department.\", \"timestamp\": [5.32, 8.0]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E1-1713759396.427352\", \"call_id\": \"E1-1713759396.427352-5\", \"start_time\": \"2024-04-22T04:16:36.000Z\", \"end_time\": \"2024-04-22T04:16:37.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"5109277163\", \"in_bound_number\": \"8007230482\", \"agent_id\": \"30106\", \"nick\": \"aashita\", \"call_queue\": \"22904\", \"is_transfer\": \"no\", \"agent_email\": \"aashita.b@asaptickets.com\", \"agent_name\": \"Aashita Bhatt\", \"hangup_reason\": \"agent\", \"notes\": \"Schedule Change Agents\", \"calculated_name\": \"aashita (Aashita Bhatt)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1713200421.9822-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E8-1713200421.9822\", \"call_id\": \"E8-1713200421.9822-2\", \"start_time\": \"2024-04-15T17:00:21.000Z\", \"end_time\": \"2024-04-15T17:05:51.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0018573831423\", \"in_bound_number\": \"18559521519\", \"agent_id\": \"59617\", \"nick\": \"Montya\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"montya.n@asaptickets.com\", \"agent_name\": \"Karen Ndubugwa\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Montya (Karen Ndubugwa)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713274974.474085-4\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"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\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I had an issue with obtaining my passport today and I to put everything back, starting with the flight.\", \"timestamp\": [100.44, 112.58]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713274974.474085\", \"call_id\": \"E3-1713274974.474085-4\", \"start_time\": \"2024-04-16T13:42:54.000Z\", \"end_time\": \"2024-04-16T13:42:54.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7043085188\", \"in_bound_number\": \"8885210748\", \"agent_id\": \"59432\", \"nick\": \"Nicodemus\", \"call_queue\": \"22113\", \"is_transfer\": \"no\", \"agent_email\": \"nicodemus.t@asaptickets.com\", \"agent_name\": \"Joseph Troy Mansueto\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Nicodemus (Joseph Troy Mansueto)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713391689.825856-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Have you been requested earlier on our website? No, I haven't.\", \"timestamp\": [230.4, 235.32]}], \"metadata\": {\"master_call_id\": \"E3-1713391689.825856\", \"call_id\": \"E3-1713391689.825856-3\", \"start_time\": \"2024-04-17T22:08:09.000Z\", \"end_time\": \"2024-04-17T22:08:09.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"3602034692\", \"in_bound_number\": \"8775090487\", \"agent_id\": \"61160\", \"nick\": \"Ozara\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"ozara.s@asaptickets.com\", \"agent_name\": \"ANILA SULTANA\", \"hangup_reason\": \"agent\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Ozara (ANILA SULTANA)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713445785.1190020-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"Would you like me to transfer to North? ... Okay, I will do.\", \"timestamp\": [29.25, 33.26]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I was trying to call North.\", \"timestamp\": [10.16, 13.08]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Well, he's not answering. He keeps saying that we are not available. Well, maybe you could try because right now my wife is trying to reach the Delta which is the plane that we're in.\", \"timestamp\": [107.22, 126.58]}, {\"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, would you like me to transfer to North?\", \"timestamp\": [28.85, 30.89]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I was trying to call North. He's saying it's North, It's time to call who? North but he is not I'm sorry. agent in N-O-R-T-A but he is not answering.\", \"timestamp\": [10.16, 26.84]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E2-1713445785.1190020\", \"call_id\": \"E2-1713445785.1190020-3\", \"start_time\": \"2024-04-18T13:09:45.000Z\", \"end_time\": \"2024-04-18T13:09:46.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"3602712084\", \"in_bound_number\": \"8006772943\", \"agent_id\": \"61211\", \"nick\": \"Brightman\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"brightman.e@asaptickets.com\", \"agent_name\": \"Ahmed Elnagar\", \"hangup_reason\": \"caller\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Brightman (Ahmed Elnagar)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713536203.1173692-6\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"So, I can see, yes, this was book plus 2019. So ano po bang, um, ano na po man, like, problem under reservation for last 2019. Um, um, um, um, um, Bali, um, um, okay, so Bali, yung credit na ito, gusto yung gamitan to purchase another ticket.\", \"timestamp\": [341.82, 428.79]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 try to transfer this call to SCARTA and if the call gets bounced, drop to me, ma'am.\", \"timestamp\": [1003.26, 1010.32]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So, I can see, yes, this was book plus 2019. So ano po bang, um, ano na po man, like, problem under reservation for last 2019.\", \"timestamp\": [341.82, 353.44]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Sorry, ma'am. I'm sorry, my name is Bolly Bear. Yes, yes ma'am. Can I have your name again, ma'am? Miss Faza, thank you so much po.\", \"timestamp\": [82.33, 106.81]}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So, I will try to transfer this call SCARTA and if the call gets bounced, drop to me, ma'am.\", \"timestamp\": [1003.26, 1010.32]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So, I can see, yes, this was booked plus 2019. So ano po bang, um, ano na po man, like, problem under reservation for last 2019.\", \"timestamp\": [341.26, 353.44]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713536203.1173692\", \"call_id\": \"E3-1713536203.1173692-6\", \"start_time\": \"2024-04-19T14:16:43.000Z\", \"end_time\": \"2024-04-19T14:16:43.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"4169880820\", \"in_bound_number\": \"8886495588\", \"agent_id\": \"26304\", \"nick\": \"Volibear\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"\", \"agent_name\": \"Realyn Congcong\", \"hangup_reason\": \"client\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Volibear (Realyn Congcong)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1713450029.3580-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E4-1713450029.3580\", \"call_id\": \"E4-1713450029.3580-3\", \"start_time\": \"2024-04-18T14:20:29.000Z\", \"end_time\": \"2024-04-18T14:20:29.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"5712140960\", \"in_bound_number\": \"8003054908\", \"agent_id\": \"58849\", \"nick\": \"Eustace\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"eustace.e@asaptickets.com\", \"agent_name\": \"BETAH EDET UMANAH\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"Eustace (BETAH EDET UMANAH)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1713707342.5975-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah that's my Indian number, how did you get that number Probably I gave earlier something\", \"timestamp\": [1718.92, 1723.12]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Probably I gave earlier something\", \"timestamp\": [1721.44, 1723.12]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E4-1713707342.5975\", \"call_id\": \"E4-1713707342.5975-5\", \"start_time\": \"2024-04-21T13:49:02.000Z\", \"end_time\": \"2024-04-21T13:49:02.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7029131569\", \"in_bound_number\": \"8006057016\", \"agent_id\": \"59470\", \"nick\": \"Ezalor\", \"call_queue\": \"22902\", \"is_transfer\": \"no\", \"agent_email\": \"ezalor.r@asaptickets.com\", \"agent_name\": \"Nusratilla Rikhsiev\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Ezalor (Nusratilla Rikhsiev)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713282745.756318-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"It's a call from AIS certificate. We are in the request you left in our website.\", \"timestamp\": [19.21, 23.05]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"It's a call from AIS certificate. We are in the request you left in our website.\", \"timestamp\": [19.21, 23.05]}], \"metadata\": {\"master_call_id\": \"E2-1713282745.756318\", \"call_id\": \"E2-1713282745.756318-2\", \"start_time\": \"2024-04-16T15:52:25.000Z\", \"end_time\": \"2024-04-16T15:57:09.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0012143954971\", \"in_bound_number\": \"18559521694\", \"agent_id\": \"27493\", \"nick\": \"Aislinn\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"aislinn.s@asaptickets.com\", \"agent_name\": \"RIJO SAJAN\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Aislinn (RIJO SAJAN)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713222811.115922-9\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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, please stand in the line. I'll transfer your call to him, okay?\", \"timestamp\": [63.72, 69.54]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, please stand in the line. I'll transfer your call to him, okay?\", \"timestamp\": [63.72, 69.54]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"so please your channel again\", \"timestamp\": [2.42, 4.0]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713222811.115922\", \"call_id\": \"E6-1713222811.115922-9\", \"start_time\": \"2024-04-15T23:13:31.000Z\", \"end_time\": \"2024-04-15T23:13:31.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2243867985\", \"in_bound_number\": \"8888896656\", \"agent_id\": \"58497\", \"nick\": \"Jonha\", \"call_queue\": \"58224\", \"is_transfer\": \"no\", \"agent_email\": \"jonha.g@asaptickets.com\", \"agent_name\": \"Heba Gamal\", \"hangup_reason\": \"client\", \"notes\": \"OOJO Customer Support\", \"calculated_name\": \"Jonha (Heba Gamal)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1713383910.71784-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"True\", \"quotation\": \"no I said I found a straight shot for lift and lift, so it's okay, thank you\", \"timestamp\": [272.89, 280.95]}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"You left a request on our website, this is the reason why I am calling you.\", \"timestamp\": [45.3, 49.16]}], \"metadata\": {\"master_call_id\": \"E7-1713383910.71784\", \"call_id\": \"E7-1713383910.71784-2\", \"start_time\": \"2024-04-17T19:58:30.000Z\", \"end_time\": \"2024-04-17T20:03:42.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0019194237091\", \"in_bound_number\": \"18559513635\", \"agent_id\": \"61117\", \"nick\": \"Yanlee\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"yanlee.j@asaptickets.com\", \"agent_name\": \"Kazi Jasim\", \"hangup_reason\": \"client\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Yanlee (Kazi Jasim)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1713367612.12790-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E4-1713367612.12790\", \"call_id\": \"E4-1713367612.12790-3\", \"start_time\": \"2024-04-17T15:26:52.000Z\", \"end_time\": \"2024-04-17T15:30:06.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0018654668922\", \"in_bound_number\": \"18888562859\", \"agent_id\": \"61323\", \"nick\": \"Elestria\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"elestria.c@asaptickets.com\", \"agent_name\": \"Chahat Chahat\", \"hangup_reason\": \"agent\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Elestria (Chahat Chahat)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713451950.1178526-4\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"Ok, por favor. remita en un momento.\", \"timestamp\": [26.2, 29.86]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"No quiero reclamen las noticias, sino que que me reclamen las Si, mi nombre es Henry, pero usted no puede hablar ingl\\u00e9s. noticias. quiero que me reclamen las noticias.\", \"timestamp\": [3.76, 19.45]}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Ok, por favor. remita en un momento.\", \"timestamp\": [26.2, 29.86]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"No quiero reclamen las noticias, sino que que me reclamen las Si\", \"timestamp\": [3.76, 11.65]}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E1-1713451950.1178526\", \"call_id\": \"E1-1713451950.1178526-4\", \"start_time\": \"2024-04-18T14:52:30.000Z\", \"end_time\": \"2024-04-18T14:52:30.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"3059092106\", \"in_bound_number\": \"8553556988\", \"agent_id\": \"59423\", \"nick\": \"Piedad\", \"call_queue\": \"22929\", \"is_transfer\": \"no\", \"agent_email\": \"piedad.t@asaptickets.com\", \"agent_name\": \"Erika Tatiana Bautista Cubillos\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Piedad (Erika Tatiana Bautista Cubillos)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713566680.1512228-4\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"So unfortunately upon checking here the frontier reservation. It's non-defundable They are only canceling the ticket before future use not as a refund like for teacher use the frontier again\", \"timestamp\": [320.02, 334.0]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"True\", \"quotation\": \"So unfortunately upon checking here the frontier reservation. It's non-defundable They are only canceling the ticket before future use not as a refund like for teacher use the frontier again To use it to fly with the same amount to charge red which is one hundred and twelve dollars forty nine cents\", \"timestamp\": [320.02, 340.08]}, {\"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\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Okay about from here? right, next check so from my end, it's not mentioning let me check from the airline website.\", \"timestamp\": [102.96, 120.04]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Thank you for calling me how to get customer services.\", \"timestamp\": [0.62, 3.34]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Okay about from here? right, next check so from my end, it's not mentioning let me check from the airline website. Please bear with me. Thank you.\", \"timestamp\": [102.96, 122.9]}], \"metadata\": {\"master_call_id\": \"E2-1713566680.1512228\", \"call_id\": \"E2-1713566680.1512228-4\", \"start_time\": \"2024-04-19T22:44:40.000Z\", \"end_time\": \"2024-04-19T22:44:41.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2092773348\", \"in_bound_number\": \"8448996371\", \"agent_id\": \"29255\", \"nick\": \"Ezzelden\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"ezzelden.e@asaptickets.com\", \"agent_name\": \"Ezz Elden Mosa\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Ezzelden (Ezz Elden Mosa)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713488314.138152-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713488314.138152\", \"call_id\": \"E6-1713488314.138152-3\", \"start_time\": \"2024-04-19T00:58:34.000Z\", \"end_time\": \"2024-04-19T00:58:35.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2162722671\", \"in_bound_number\": \"8332552818\", \"agent_id\": \"60218\", \"nick\": \"Arata\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"arata.h@asaptickets.com\", \"agent_name\": \"Rommel Haya\", \"hangup_reason\": \"caller\", \"notes\": \"MNL\", \"calculated_name\": \"Arata (Rommel Haya)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713302637.835134-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So this guy called me. guy called me, too.\", \"timestamp\": [35.9, 43.42]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E2-1713302637.835134\", \"call_id\": \"E2-1713302637.835134-3\", \"start_time\": \"2024-04-16T21:23:57.000Z\", \"end_time\": \"2024-04-16T21:23:58.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9157903955\", \"in_bound_number\": \"8559513617\", \"agent_id\": \"61148\", \"nick\": \"Chisom\", \"call_queue\": \"23829\", \"is_transfer\": \"no\", \"agent_email\": \"chisom.m@asaptickets.com\", \"agent_name\": \"Helen Maduakolam\", \"hangup_reason\": \"caller\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Chisom (Helen Maduakolam)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713759396.427352-7\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"if we're going to cancel this ticket, ticket is not refundable.\", \"timestamp\": [572.26, 576.76]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"because otherwise it sounds like you taking advantage and making me pay twice for the ticket, you are making me pay for a ticket that I am not using and now you want me to pay for the new ticket\", \"timestamp\": [1701.77, 1714.49]}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes, I did. I did fill out the form for payment. I did it over the phone.\", \"timestamp\": [214.85, 219.29]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I think, I don't know, once, probably once or twice. I'm not sure. I'm not sure. A few more.\", \"timestamp\": [225.87, 235.45]}, {\"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\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"This is my first time calling. I know. I'm asking, did you fill out the form? Because we cannot issue a ticket without you filling out a form. So you... I haven't, I haven't, oh, you mean the form for payment? Yes. Yes, I did. I did fill out the form for payment. I did it over the phone.\", \"timestamp\": [198.74, 219.29]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E1-1713759396.427352\", \"call_id\": \"E1-1713759396.427352-7\", \"start_time\": \"2024-04-22T04:16:36.000Z\", \"end_time\": \"2024-04-22T04:16:37.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"5109277163\", \"in_bound_number\": \"8007230482\", \"agent_id\": \"26309\", \"nick\": \"Brimsley\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"\", \"agent_name\": \"Jessa Mae Boycello Sarpamones\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Brimsley (Jessa Mae Boycello Sarpamones)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713451950.1178526-7\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"but meanwhile I'm going to send you, Yeah since case is in Spanish at the time the case I will talk over this one and officially further on this yeah, authorization alright but in order to help you, I'm going to send you right now something in the English as well\", \"timestamp\": [2213.98, 2231.74]}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes, my name is Henry Seatley, and the reason I'm calling you is because I sent an e-mail to Asda, like three days ago, it's because I had to, my plane had a technical problem so I had to take another plane and have an insurance with you, so I sent an e-mail to customer service at in-corp.com, but they never, it was, you know, they explained that my insurance is covering the trip, so they never answered me\", \"timestamp\": [5.87, 50.63]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Yes you can But if I'm out of the you can ask any agent and then once I'm out of the office they can actually like talk over this case but if you want to speak to me yeah you can wait for me on this case except, well, if, if I have to speak to someone else, then you will have to put a notice on the computer that, and say everything that I told you, that I, yes, if you don't put that, they won't know, that we'll have to explain again, okay, That's right anyway, I'm to send you the, the thing right now, okay, you so much all right, okay, and I will all right, put the notes here thank you\", \"timestamp\": [2043.85, 2086.39]}, {\"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\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"but the reason I'm calling is because I never receive any, any response, and it's twice since Monday, so that's why I'm calling now to know what's going on, how come you didn't right now I need to double check everything\", \"timestamp\": [562.0, 579.54]}, {\"id\": \"c17c1053-cd0f-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\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"the reason I'm calling you is because I sent an e-mail to Asda, like three days ago, it's because I had to, my plane had a technical problem so I had to take another plane and have an insurance with you, so I sent an e-mail to customer service at in-corp.com, but they never, it was, you know, they explained that my insurance is covering the trip, so they never answered me\", \"timestamp\": [9.17, 50.63]}, {\"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 never receive any, any response, and it's twice since Monday, so that's why I'm calling now to know what's going on\", \"timestamp\": [563.54, 573.52]}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Yes, my name is Henry Seatley, and the reason I'm calling you is because I sent an e-mail to Asda, like three days ago, it's because I had to, my plane had a technical problem so I had to take another plane and have an insurance with you, so I sent an e-mail to customer service at in-corp.com, but they never, it was, you know, they explained that my insurance is covering the trip, so they never answered me\", \"timestamp\": [5.87, 50.63]}], \"metadata\": {\"master_call_id\": \"E1-1713451950.1178526\", \"call_id\": \"E1-1713451950.1178526-7\", \"start_time\": \"2024-04-18T14:52:30.000Z\", \"end_time\": \"2024-04-18T14:52:30.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"3059092106\", \"in_bound_number\": \"8553556988\", \"agent_id\": \"26304\", \"nick\": \"Volibear\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"\", \"agent_name\": \"Realyn Congcong\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Volibear (Realyn Congcong)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713375071.765290-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 I cannot help you out with this, but can I transfer the call to the customer key service or to the agent? Yes, please. I will transfer the call to the customer key service then? Okay.\", \"timestamp\": [72.46, 87.54]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes, I am. But I was just talking to someone who said he was going to transfer me and then I was put on hold and no one's responding.\", \"timestamp\": [16.68, 24.46]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, so I cannot help you out with this, but can I transfer the call to the customer key service or to the agent?\", \"timestamp\": [72.46, 79.42]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes, I am. But I was just talking to someone who said he was going to transfer me and then I was put on hold and no one's responding.\", \"timestamp\": [16.68, 24.46]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713375071.765290\", \"call_id\": \"E3-1713375071.765290-3\", \"start_time\": \"2024-04-17T17:31:11.000Z\", \"end_time\": \"2024-04-17T17:31:12.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"5102199043\", \"in_bound_number\": \"8006772943\", \"agent_id\": \"59936\", \"nick\": \"Zara\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"zara.r@asaptickets.com\", \"agent_name\": \"Vaibhavi Ramesh\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"Zara (Vaibhavi Ramesh)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1713368105.33226-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E5-1713368105.33226\", \"call_id\": \"E5-1713368105.33226-3\", \"start_time\": \"2024-04-17T15:35:05.000Z\", \"end_time\": \"2024-04-17T15:38:30.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0015805852392\", \"in_bound_number\": \"18883142465\", \"agent_id\": \"61754\", \"nick\": \"Zoro\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"zoro.m@asaptickets.com\", \"agent_name\": \"Oggu Meenesh\", \"hangup_reason\": \"agent\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Zoro (Oggu Meenesh)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1713365100.23458-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E5-1713365100.23458\", \"call_id\": \"E5-1713365100.23458-3\", \"start_time\": \"2024-04-17T14:45:00.000Z\", \"end_time\": \"2024-04-17T14:48:47.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0018623761711\", \"in_bound_number\": \"18886554511\", \"agent_id\": \"61836\", \"nick\": \"Yaneth\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"yaneth.g@asaptickets.com\", \"agent_name\": \"Sonali Gagarr\", \"hangup_reason\": \"client\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Yaneth (Sonali Gagarr)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713649864.157739-4\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah, so do you need the confirmation of the flight?\", \"timestamp\": [29.46, 34.4]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E2-1713649864.157739\", \"call_id\": \"E2-1713649864.157739-4\", \"start_time\": \"2024-04-20T21:51:04.000Z\", \"end_time\": \"2024-04-20T21:51:05.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"5309173522\", \"in_bound_number\": \"8885210748\", \"agent_id\": \"29465\", \"nick\": \"Asuka\", \"call_queue\": \"22113\", \"is_transfer\": \"no\", \"agent_email\": \"asuka.z@asaptickets.com\", \"agent_name\": \"Sohaila Zahran\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Asuka (Sohaila Zahran)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713631415.36461-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713631415.36461\", \"call_id\": \"E3-1713631415.36461-3\", \"start_time\": \"2024-04-20T16:43:35.000Z\", \"end_time\": \"2024-04-20T16:49:39.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0013524215248\", \"in_bound_number\": \"18883916784\", \"agent_id\": \"61169\", \"nick\": \"Herbet\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"herbet.s@asaptickets.com\", \"agent_name\": \"Gaurav Singh\", \"hangup_reason\": \"agent\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Herbet (Gaurav Singh)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713244988.657279-4\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"Even with their insurance? yes, the insurance policy, you still need to cancel the tickets before the departure date.\", \"timestamp\": [297.04, 308.78]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"he tried to send March 26th. March 26th. He tried to send this to Customer Service ASAC Ticket from Resi Khasa,-hmm. and he sent the reason why they needed to cancel it.\", \"timestamp\": [511.72, 535.42]}, {\"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\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Ah, okay, so they already called March 26th, and they have contacted one of the agents here, and they asked for a cancellation, It is that correct?\", \"timestamp\": [538.88, 547.88]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E1-1713244988.657279\", \"call_id\": \"E1-1713244988.657279-4\", \"start_time\": \"2024-04-16T05:23:08.000Z\", \"end_time\": \"2024-04-16T05:23:08.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"5107542406\", \"in_bound_number\": \"8885210748\", \"agent_id\": \"59450\", \"nick\": \"Nero\", \"call_queue\": \"22113\", \"is_transfer\": \"no\", \"agent_email\": \"nero.z@asaptickets.com\", \"agent_name\": \"Lance Zedrick Santos\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Nero (Lance Zedrick Santos)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1713546394.39424-4\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"You know I requested this like early last month or something like that.\", \"timestamp\": [564.63, 571.11]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"You know I requested this like early last month or something like that. So you cannot do anything about that.\", \"timestamp\": [564.63, 574.03]}, {\"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\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E7-1713546394.39424\", \"call_id\": \"E7-1713546394.39424-4\", \"start_time\": \"2024-04-19T17:06:34.000Z\", \"end_time\": \"2024-04-19T17:06:35.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"5413797882\", \"in_bound_number\": \"8775687051\", \"agent_id\": \"59466\", \"nick\": \"Suho\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"suho.r@asaptickets.com\", \"agent_name\": \"Suraj Rawat\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Suho (Suraj Rawat)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713462416.50728-10\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"He told me the price is going to be the same. He's not going to change.\", \"timestamp\": [2618.83, 2622.27]}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I called him five times. I leave a message. Even I send him an email.\", \"timestamp\": [1280.24, 1284.28]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I'm so confused, darling. I'm so disappointed, and so... for different reasons. So disappointed. And I am okay. I'm leaving here. Okay. Please, the care plan that is right for you. Basic. Most popular. All include. Do I need that VIP support? No. So you choose a travel care plan that's right for you now. Like you own original reservation, you had a travel care plan, which was a premium one. is the protection plan. Okay. And your flight will be protected like it was on the original reservation. Okay. And I have to pay for that? The $216.30.\", \"timestamp\": [4711.88, 4785.12]}, {\"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\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"I started since Tuesday to tell him it's not possible for me to travel. But unfortunately, I didn't get the chance to talk to him.\", \"timestamp\": [1296.48, 1303.66]}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"That's okay. I... This is not the most important formula. The most important formula is... You know, it's to... I'm not here to blame or put people in a difficult situation. My situation is, you know, I want to go and in the best way, in the... You know, rather than going here and there and having some, you know... So... Can you see on your email address? Okay, you find me that... I might see that.\", \"timestamp\": [4351.69, 4394.95]}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I tried to call him on Tuesday. It was 48 hours before.\", \"timestamp\": [1333.68, 1337.26]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713462416.50728\", \"call_id\": \"E6-1713462416.50728-10\", \"start_time\": \"2024-04-18T17:46:56.000Z\", \"end_time\": \"2024-04-18T17:47:00.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6508610271\", \"in_bound_number\": \"8559523457\", \"agent_id\": \"26342\", \"nick\": \"Askeladd\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"askeladd.r@asaptickets.com\", \"agent_name\": \"Ravikant Ravikant\", \"hangup_reason\": \"client\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Askeladd (Ravikant Ravikant)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713701067.500-8\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I don't know because we're looking at the email that the, the, the, the, the, the, the agent, the, the, the, the, the information number. We have the same information number.\", \"timestamp\": [169.92, 178.04]}, {\"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\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I know, but we just... I don't know. I don't know. I don't know. I don't know.\", \"timestamp\": [579.86, 585.16]}, {\"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\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Last time when I came in here, see what she could say on the limit is only 50 pounds.\", \"timestamp\": [1078.22, 1085.3]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"I'm trying to take her in, but online, but for some reason,\", \"timestamp\": [139.96, 144.2]}], \"metadata\": {\"master_call_id\": \"E3-1713701067.500\", \"call_id\": \"E3-1713701067.500-8\", \"start_time\": \"2024-04-21T12:04:27.000Z\", \"end_time\": \"2024-04-21T12:04:28.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9179928728\", \"in_bound_number\": \"8007502238\", \"agent_id\": \"23095\", \"nick\": \"Iravat\", \"call_queue\": \"22113\", \"is_transfer\": \"no\", \"agent_email\": \"iravat.k@asaptickets.com\", \"agent_name\": \"Sunil Kumar\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Iravat (Sunil Kumar)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713359148.713415-8\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"Nobody told, they had me pay extra for seats the first time. And then I moved my flight. They said, oh, we do not refund your seats. But when you read books, your ticket, you know, you don't need to pay for seats this time.\", \"timestamp\": [1345.68, 1359.78]}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I have been on the Airlines website and I cannot get an answer and I cannot reach them from the United States.\", \"timestamp\": [45.46, 54.38]}, {\"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\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I have been on the Airlines website and I cannot get an answer and I cannot reach them from the United States.\", \"timestamp\": [45.46, 54.38]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"I really need your help. Please, I do not understand the baggage requirements. I have been on the Airlines website and I cannot get an answer and I cannot reach them from the United States.\", \"timestamp\": [35.72, 54.38]}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"I have been on the Airlines website and I cannot get an answer and I cannot reach them from the United States.\", \"timestamp\": [45.46, 54.38]}], \"metadata\": {\"master_call_id\": \"E3-1713359148.713415\", \"call_id\": \"E3-1713359148.713415-8\", \"start_time\": \"2024-04-17T13:05:48.000Z\", \"end_time\": \"2024-04-17T13:05:48.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2032499838\", \"in_bound_number\": \"8007502238\", \"agent_id\": \"26303\", \"nick\": \"Periwinkle\", \"call_queue\": \"22902\", \"is_transfer\": \"no\", \"agent_email\": \"\", \"agent_name\": \"Sweet Love Fernandez Dales\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Periwinkle (Sweet Love Fernandez Dales)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713300675.102605-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"regarding your request which you later on our website.\", \"timestamp\": [19.76, 23.0]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"regarding your request which you later on our website\", \"timestamp\": [19.76, 23.0]}], \"metadata\": {\"master_call_id\": \"E6-1713300675.102605\", \"call_id\": \"E6-1713300675.102605-2\", \"start_time\": \"2024-04-16T20:51:15.000Z\", \"end_time\": \"2024-04-16T20:57:10.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0019164124121\", \"in_bound_number\": \"18559511860\", \"agent_id\": \"61117\", \"nick\": \"Yanlee\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"yanlee.j@asaptickets.com\", \"agent_name\": \"Kazi Jasim\", \"hangup_reason\": \"client\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Yanlee (Kazi Jasim)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1713385380.94741-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"F1-1713385380.94741\", \"call_id\": \"F1-1713385380.94741-2\", \"start_time\": \"2024-04-17T20:23:00.000Z\", \"end_time\": \"2024-04-17T20:27:48.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0013015022697\", \"in_bound_number\": \"18559631401\", \"agent_id\": \"60126\", \"nick\": \"Onin\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"onin.m@asaptickets.com\", \"agent_name\": \"Peer Mohammed Makrani\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Onin (Peer Mohammed Makrani)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713714654.12579-31\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"you can text in it, right? So you have it. I'll give you the number.\", \"timestamp\": [395.31, 400.05]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Man, you're on the phone with your mother a minute ago.\", \"timestamp\": [302.64, 319.87]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713714654.12579\", \"call_id\": \"E6-1713714654.12579-31\", \"start_time\": \"2024-04-21T15:50:54.000Z\", \"end_time\": \"2024-04-21T15:50:54.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6464603525\", \"in_bound_number\": \"8884576656\", \"agent_id\": \"58409\", \"nick\": \"Sigourney\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"sigourney.d@asaptickets.com\", \"agent_name\": \"Winona Lyn Arsua Duenas\", \"hangup_reason\": \"client\", \"notes\": \"OOJO Customer Support\", \"calculated_name\": \"Sigourney (Winona Lyn Arsua Duenas)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713197708.288844-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So, that's why I will have you to confirm with them, please. But, maybe not, but it is necessary to confirm with them, okay?... That's why I'm going to put you in contact with the agent that can actually assist you with that, okay?\", \"timestamp\": [1115.18, 1129.27]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"True\", \"quotation\": \"So you were just out that night. Yeah, I won't tell that doesn't happen Yeah, they literally they left off like They put it as record all I need is an ace after the That's it. I didn't even notice that until right now [...] your ticket gave me a voucher\", \"timestamp\": [1261.94, 1305.8]}, {\"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\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So I'm not even the one that typed in the name. That's right, Miss. So Miss. So, in that scenario, I would like to assist you for getting on that matter. It's just that I do not manage that.\", \"timestamp\": [1136.83, 1146.9]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So, in that scenario, I would like to assist you for getting on that matter. It's just that I do not manage that. That's why I'm going to put you in contact with the agent that can actually assist you with that, okay?\", \"timestamp\": [1141.8, 1150.46]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah, hi, my name is Crystal Gilbert and I was just looking at my confirmation of my tickets and noticed that my Travel companion's last name is missing a letter in the name, and I just don't know how important that is\", \"timestamp\": [8.11, 24.17]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"True\", \"quotation\": \"you have how about your experience with oh do you even get on a plane with them? and work on they give you your money back your ticket gave me a voucher about when I was trying to use their book\", \"timestamp\": [1245.22, 1260.74]}, {\"id\": \"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\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713197708.288844\", \"call_id\": \"E3-1713197708.288844-5\", \"start_time\": \"2024-04-15T16:15:08.000Z\", \"end_time\": \"2024-04-15T16:15:08.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9412869850\", \"in_bound_number\": \"8007230482\", \"agent_id\": \"30127\", \"nick\": \"Godard\", \"call_queue\": \"22904\", \"is_transfer\": \"no\", \"agent_email\": \"godard.j@asaptickets.com\", \"agent_name\": \"Juan Jose Rodriguez\", \"hangup_reason\": \"caller\", \"notes\": \"Schedule Change Agents\", \"calculated_name\": \"Godard (Juan Jose Rodriguez)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713462416.50728-6\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 go ahead and connect you to Phillip. In case he is not available, the call will come back to me.\", \"timestamp\": [29.77, 34.63]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"let me go ahead and connect you to Phillip. In case he is not available, the call will come back to me.\", \"timestamp\": [29.77, 34.63]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713462416.50728\", \"call_id\": \"E6-1713462416.50728-6\", \"start_time\": \"2024-04-18T17:46:56.000Z\", \"end_time\": \"2024-04-18T17:47:00.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6508610271\", \"in_bound_number\": \"8559523457\", \"agent_id\": \"58526\", \"nick\": \"Suryansh\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"suryansh.m@asaptickets.com\", \"agent_name\": \"Apoorv Mishra\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Suryansh (Apoorv Mishra)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713210650.330276-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"I just found one American airline, and it was like three hours and, and now I just, okay, I'm just trying to mess it up, but I appreciate it.\", \"timestamp\": [254.9, 263.56]}], \"metadata\": {\"master_call_id\": \"E3-1713210650.330276\", \"call_id\": \"E3-1713210650.330276-2\", \"start_time\": \"2024-04-15T19:50:50.000Z\", \"end_time\": \"2024-04-15T19:55:18.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0013185255385\", \"in_bound_number\": \"18559521679\", \"agent_id\": \"58613\", \"nick\": \"Ashok\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"ashok.e@asaptickets.com\", \"agent_name\": \"JITHIL E\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Ashok (JITHIL E)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1713410580.169557-10\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"Well, If I come to that again, on top of what you paid for that, the captain needs to pay additional. So, it means there will be no refund because you're paying on top of that.\", \"timestamp\": [1462.66, 1471.48]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I call, I call, I guys call you because I I buy tickets many times\", \"timestamp\": [768.5, 774.74]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I call, I call, I guys call you because I I buy tickets many times I kind of like to use selfie spot and little bit grew up with this kit really.\", \"timestamp\": [768.5, 781.14]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Yeah, it's lesser if you will do it on the website... Just go to countries booking... I'll try to log in, but I can only walk you through on how you will purchase the... for the Uh huh. new flight... So, please check on Google as well, so I can walk you through.\", \"timestamp\": [1082.01, 1109.36]}], \"metadata\": {\"master_call_id\": \"F1-1713410580.169557\", \"call_id\": \"F1-1713410580.169557-10\", \"start_time\": \"2024-04-18T03:23:00.000Z\", \"end_time\": \"2024-04-18T03:23:01.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6177970160\", \"in_bound_number\": \"8007502238\", \"agent_id\": \"23060\", \"nick\": \"Blevins\", \"call_queue\": \"22902\", \"is_transfer\": \"no\", \"agent_email\": \"blevins.g@asaptickets.com\", \"agent_name\": \"Angelyn Guanzon Gonzales\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Blevins (Angelyn Guanzon Gonzales)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713291096.534402-10\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713291096.534402\", \"call_id\": \"E3-1713291096.534402-10\", \"start_time\": \"2024-04-16T18:11:36.000Z\", \"end_time\": \"2024-04-16T18:11:37.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9142885192\", \"in_bound_number\": \"8007230482\", \"agent_id\": \"29439\", \"nick\": \"Iden\", \"call_queue\": \"22113\", \"is_transfer\": \"yes\", \"agent_email\": \"iden.g@asaptickets.com\", \"agent_name\": \"Somaya Gohar\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Iden (Somaya Gohar)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1713299719.100002-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I will transfer you to the summer support.\", \"timestamp\": [78.48, 80.7]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I my flight with Truncure morning and I would like Right now, I know I believe there's one plane gonna leave direct From San Diego today at like leave to something to something three o'clock and to Denver, Colorado and I will be returning from Denver, Colorado to San Diego on So May 14th you missed your flight today, 14th right? I missed my flight and I could and I lost I believe I lost my money\", \"timestamp\": [24.94, 74.8]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Just wait a fucking tired of this second. you fucking What's going on with my number?\", \"timestamp\": [92.06, 200.7]}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I will transfer your call to the summer support.\", \"timestamp\": [81.56, 83.72]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I missed my flight and I could and I lost I believe I lost my money and but they say I don't know\", \"timestamp\": [70.6, 76.66]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E7-1713299719.100002\", \"call_id\": \"E7-1713299719.100002-2\", \"start_time\": \"2024-04-16T20:35:19.000Z\", \"end_time\": \"2024-04-16T20:39:32.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0016194048950\", \"in_bound_number\": \"18559602995\", \"agent_id\": \"61160\", \"nick\": \"Ozara\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"ozara.s@asaptickets.com\", \"agent_name\": \"ANILA SULTANA\", \"hangup_reason\": \"client\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Ozara (ANILA SULTANA)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713203466.560916-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E2-1713203466.560916\", \"call_id\": \"E2-1713203466.560916-2\", \"start_time\": \"2024-04-15T17:51:06.000Z\", \"end_time\": \"2024-04-15T17:55:38.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0017742328942\", \"in_bound_number\": \"18559602988\", \"agent_id\": \"22746\", \"nick\": \"Tatum\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"tatum.c@asaptickets.com\", \"agent_name\": \"Atul Choubey\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Tatum (Atul Choubey)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713381003.1036626-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E2-1713381003.1036626\", \"call_id\": \"E2-1713381003.1036626-3\", \"start_time\": \"2024-04-17T19:10:03.000Z\", \"end_time\": \"2024-04-17T19:14:56.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0019057468327\", \"in_bound_number\": \"18884930785\", \"agent_id\": \"59875\", \"nick\": \"Laping\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"laping.k@asaptickets.com\", \"agent_name\": \"Vivek Kumar\", \"hangup_reason\": \"agent\", \"notes\": \"ITN\", \"calculated_name\": \"Laping (Vivek Kumar)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713650700.167299-13\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 concerning that our transfer this call okay so the department has been to about that okay so um we asked me on how you\", \"timestamp\": [1138.64, 1149.24]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Okay, yes, I have an upcoming slide and I tried to check and now if I get a notification toirim.\", \"timestamp\": [7.74, 12.53]}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"It says that, see I have here from China Airlines online check-in, so this is the loan for your flight now.\", \"timestamp\": [442.84, 449.84]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"after searching for that I first information I got after that it gives me\", \"timestamp\": [539.23, 547.31]}, {\"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 concerning that our transfer this call okay so the department has been to about that okay\", \"timestamp\": [1138.64, 1147.16]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"this is the number that I called\", \"timestamp\": [379.33, 381.13]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"And then when I click login, if you say sorry, the reservation number you login is incompatible with the name in booking record, please enter again.\", \"timestamp\": [489.6, 499.18]}], \"metadata\": {\"master_call_id\": \"E1-1713650700.167299\", \"call_id\": \"E1-1713650700.167299-13\", \"start_time\": \"2024-04-20T22:05:00.000Z\", \"end_time\": \"2024-04-20T22:05:00.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2092424358\", \"in_bound_number\": \"8007502238\", \"agent_id\": \"59455\", \"nick\": \"Eulalie\", \"call_queue\": \"22902\", \"is_transfer\": \"no\", \"agent_email\": \"eulalie.o@asaptickets.com\", \"agent_name\": \"Ajiri okoro\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Eulalie (Ajiri okoro)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1713309718.117193-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"this will be handled with our customer service team. Let me go ahead and connect you over.\", \"timestamp\": [66.56, 71.6]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Let me go ahead and connect you over.\", \"timestamp\": [70.18, 71.6]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E9-1713309718.117193\", \"call_id\": \"E9-1713309718.117193-3\", \"start_time\": \"2024-04-16T23:21:58.000Z\", \"end_time\": \"2024-04-16T23:21:58.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"3109022388\", \"in_bound_number\": \"8006772943\", \"agent_id\": \"59700\", \"nick\": \"Chenzira\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"chenzira.o@asaptickets.com\", \"agent_name\": \"Faith Ortega\", \"hangup_reason\": \"agent\", \"notes\": \"PH\", \"calculated_name\": \"Chenzira (Faith Ortega)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1713553158.57087-11\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"True\", \"quotation\": \"Also remember that you can receive a benefit for that 25 vouchers for your next trip if you don't use the plan.\", \"timestamp\": [1437.72, 1445.94]}, {\"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\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E8-1713553158.57087\", \"call_id\": \"E8-1713553158.57087-11\", \"start_time\": \"2024-04-19T18:59:18.000Z\", \"end_time\": \"2024-04-19T18:59:18.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"8018603947\", \"in_bound_number\": \"8884576656\", \"agent_id\": \"58482\", \"nick\": \"Cardenal\", \"call_queue\": \"23820\", \"is_transfer\": \"yes\", \"agent_email\": \"cardenal.m@asaptickets.com\", \"agent_name\": \"Isabella Mateus\", \"hangup_reason\": \"caller\", \"notes\": \"OOJO Customer Support\", \"calculated_name\": \"Cardenal (Isabella Mateus)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713370596.1002023-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"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\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"No, no, no, I didn't contact anyone. Just I saw the email and I confirmed from the \\u0c2e\\u0c46\\u0c32\\u0c3f.\", \"timestamp\": [56.3, 60.08]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"I took an email with this information to change that there is a time. But it said there is a different time.\", \"timestamp\": [44.67, 50.65]}], \"metadata\": {\"master_call_id\": \"E2-1713370596.1002023\", \"call_id\": \"E2-1713370596.1002023-3\", \"start_time\": \"2024-04-17T16:16:36.000Z\", \"end_time\": \"2024-04-17T16:22:23.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0016472858234\", \"in_bound_number\": \"18885955268\", \"agent_id\": \"61814\", \"nick\": \"Hidalgo\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"hidalgo.j@asaptickets.com\", \"agent_name\": \"George John Kallinkal\", \"hangup_reason\": \"client\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Hidalgo (George John Kallinkal)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713286101.514668-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"where do you find that sir it's in the ASR ticket right\", \"timestamp\": [264.09, 266.83]}], \"metadata\": {\"master_call_id\": \"E3-1713286101.514668\", \"call_id\": \"E3-1713286101.514668-2\", \"start_time\": \"2024-04-16T16:48:21.000Z\", \"end_time\": \"2024-04-16T16:53:58.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0018454221327\", \"in_bound_number\": \"18559603009\", \"agent_id\": \"61157\", \"nick\": \"Raphinha\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"raphinha.b@asaptickets.com\", \"agent_name\": \"SHARATH BR\", \"hangup_reason\": \"client\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Raphinha (SHARATH BR)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1713373970.34792-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I've been working with a staff. yeah, yeah, right, yeah, yeah, you have, you are on company run, you have book in the last\", \"timestamp\": [227.1, 234.72]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I've been working with a staff. yeah, yeah, right, yeah, yeah, you have, you are on company run, you have book in the last\", \"timestamp\": [227.1, 234.72]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E7-1713373970.34792\", \"call_id\": \"E7-1713373970.34792-3\", \"start_time\": \"2024-04-17T17:12:50.000Z\", \"end_time\": \"2024-04-17T17:17:39.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0018455361435\", \"in_bound_number\": \"18885956967\", \"agent_id\": \"61295\", \"nick\": \"Semenov\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"semenov.h@asaptickets.com\", \"agent_name\": \"Awais Hasan Khan\", \"hangup_reason\": \"client\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Semenov (Awais Hasan Khan)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713407972.1119869-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"Have you got the ticket that I have sent you? No, I haven't looked.\", \"timestamp\": [87.64, 91.82]}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I have sent you Lufthansa ticket.\", \"timestamp\": [9.66, 11.98]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E2-1713407972.1119869\", \"call_id\": \"E2-1713407972.1119869-3\", \"start_time\": \"2024-04-18T02:39:32.000Z\", \"end_time\": \"2024-04-18T02:45:09.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0018325337338\", \"in_bound_number\": \"18885956625\", \"agent_id\": \"60129\", \"nick\": \"Khamis\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"khamis.s@asaptickets.com\", \"agent_name\": \"Nadeem Suhail\", \"hangup_reason\": \"agent\", \"notes\": \"DRP\", \"calculated_name\": \"Khamis (Nadeem Suhail)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1713551039.13891-1\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"I haven't, I haven't, um, no I haven't\", \"timestamp\": [45.81, 49.53]}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Have you received the post I sent you um, when was that? right I When was that? sent you yesterday\", \"timestamp\": [14.87, 30.11]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"you already said that it's not available anymore, the ones that you have sent me.\", \"timestamp\": [171.6, 175.74]}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Have you received the post I sent you um, when was that?\", \"timestamp\": [14.87, 21.21]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"I haven't, I haven't, um, no I haven't, just give me one second, okay? I'm just gonna take a look on the email.\", \"timestamp\": [45.81, 55.57]}], \"metadata\": {\"master_call_id\": \"E9-1713551039.13891\", \"call_id\": \"E9-1713551039.13891-1\", \"start_time\": \"2024-04-19T18:23:59.000Z\", \"end_time\": \"2024-04-19T18:28:08.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0015873381171\", \"in_bound_number\": \"18883192892\", \"agent_id\": \"58249\", \"nick\": \"Stafford\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"stafford.s@asaptickets.com\", \"agent_name\": \"Chandan Shaw\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Stafford (Chandan Shaw)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713351287.944182-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"Anyways, you're calling the health department, so I'm not the one who will help you, but let me try to connect you to the right department.\", \"timestamp\": [40.35, 51.57]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Anyways, you're calling the health department, so I'm not the one who will help you, but let me try to connect you to the right department. Stay on the line for a few minutes or I'll be connecting you to customer's early support for you to maybe reschedule or cancel the average thing you're going to get.\", \"timestamp\": [40.35, 61.21]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"you didn't get to set us up.\", \"timestamp\": [17.11, 18.13]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E2-1713351287.944182\", \"call_id\": \"E2-1713351287.944182-3\", \"start_time\": \"2024-04-17T10:54:47.000Z\", \"end_time\": \"2024-04-17T10:54:47.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6692511439\", \"in_bound_number\": \"8883330952\", \"agent_id\": \"58549\", \"nick\": \"Piranus\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"piranus.p@asaptickets.com\", \"agent_name\": \"Ray Purgatorio Enclonar\", \"hangup_reason\": \"caller\", \"notes\": \"PH\", \"calculated_name\": \"Piranus (Ray Purgatorio Enclonar)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713597663.38298-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E1-1713597663.38298\", \"call_id\": \"E1-1713597663.38298-2\", \"start_time\": \"2024-04-20T07:21:03.000Z\", \"end_time\": \"2024-04-20T07:27:07.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0015164158252\", \"in_bound_number\": \"18559602982\", \"agent_id\": \"59260\", \"nick\": \"Jasmare\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"jasmare.a@asaptickets.com\", \"agent_name\": \"Ayesha Ambreen\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Jasmare (Ayesha Ambreen)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713369651.30485-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"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\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"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\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"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\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713369651.30485\", \"call_id\": \"E6-1713369651.30485-3\", \"start_time\": \"2024-04-17T16:00:51.000Z\", \"end_time\": \"2024-04-17T16:00:52.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6232057499\", \"in_bound_number\": \"8888563150\", \"agent_id\": \"61370\", \"nick\": \"Efink\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"efink.k@asaptickets.com\", \"agent_name\": \"Siva Krishna Darla\", \"hangup_reason\": \"agent\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Efink (Siva Krishna Darla)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713555686.72146-13\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"We paid before to the airline. You have to pay for the front row seats, it's asking me, it's asking for $10 extra. Yeah, they are asking again but we paid.\", \"timestamp\": [1423.5, 1434.21]}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So like accept the first row, every row, like accept the first row, you can select any seats but not in the first row. We paid for the service. So if you give me behind that, where's our money? They still have your money, like you can, all the seats on your flights are paid.\", \"timestamp\": [1436.91, 1463.75]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"We'll never go with you guys because you got this. Terrible. Hard time. Every time change, 50 days.\", \"timestamp\": [1310.45, 1318.73]}, {\"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\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"So for me, the other 4 are confirmed. I'm not yet. They are still working on it sir. But I feel the is confirmation. Sorry. I see the 4 And when it's filled the airline, I'm right down the airline. This is the This is the tomorrow. And the May 15. Do you see that? Yes, I see like this was requested on 14, one day it was tomorrow. Yeah. But the airline, they have confirmation. But there's no tickets.\", \"timestamp\": [1831.14, 1869.96]}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"But we paid. We paid the airline 220.\", \"timestamp\": [1500.7, 1502.88]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Yes, I went to the online, there's no option to serve the seats.\", \"timestamp\": [54.96, 60.54]}], \"metadata\": {\"master_call_id\": \"E6-1713555686.72146\", \"call_id\": \"E6-1713555686.72146-13\", \"start_time\": \"2024-04-19T19:41:26.000Z\", \"end_time\": \"2024-04-19T19:41:26.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"8604627615\", \"in_bound_number\": \"8007502238\", \"agent_id\": \"59463\", \"nick\": \"Theobald\", \"call_queue\": \"22902\", \"is_transfer\": \"no\", \"agent_email\": \"theobald.s@asaptickets.com\", \"agent_name\": \"Saket Shankar\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Theobald (Saket Shankar)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713338451.671590-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Because I've seen the thing, if it's $635, but I'm not sure if it's still available, because I'm going to have a later date.\", \"timestamp\": [98.28, 104.88]}], \"metadata\": {\"master_call_id\": \"E3-1713338451.671590\", \"call_id\": \"E3-1713338451.671590-2\", \"start_time\": \"2024-04-17T07:20:51.000Z\", \"end_time\": \"2024-04-17T07:25:17.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0013464141765\", \"in_bound_number\": \"18885210463\", \"agent_id\": \"59260\", \"nick\": \"Jasmare\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"jasmare.a@asaptickets.com\", \"agent_name\": \"Ayesha Ambreen\", \"hangup_reason\": \"agent\", \"notes\": \"ITN\", \"calculated_name\": \"Jasmare (Ayesha Ambreen)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713418527.886457-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713418527.886457\", \"call_id\": \"E3-1713418527.886457-2\", \"start_time\": \"2024-04-18T05:35:27.000Z\", \"end_time\": \"2024-04-18T05:40:58.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0019093194364\", \"in_bound_number\": \"18559473068\", \"agent_id\": \"59212\", \"nick\": \"Kitshoff\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"kitshoff.m@asaptickets.com\", \"agent_name\": \"Ajnaz Mailanchi\", \"hangup_reason\": \"agent\", \"notes\": \"ITN\", \"calculated_name\": \"Kitshoff (Ajnaz Mailanchi)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1713456000.28958-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": true, \"quotation\": \"Hello, will just be asking, I was transferred here because I will be asking if my slide on June 3rd from North Carolina going to Manila\", \"timestamp\": [3.12, 19.9]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hello, will just be asking, I was transferred here because I will be asking if my slide on June 3rd from North Carolina going to Manila, I don't know, I'll just be asking if there's a possibility that we can move the date on an earlier one.\", \"timestamp\": [3.12, 27.08]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E7-1713456000.28958\", \"call_id\": \"E7-1713456000.28958-5\", \"start_time\": \"2024-04-18T16:00:00.000Z\", \"end_time\": \"2024-04-18T16:00:01.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"8286208854\", \"in_bound_number\": \"8559190802\", \"agent_id\": \"59447\", \"nick\": \"Unity\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"unity.g@asaptickets.com\", \"agent_name\": \"Esther Gabriel\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Unity (Esther Gabriel)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1713740436.112395-15\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"So I've been waiting since so long for the refund. I'm not getting any information regarding that.\", \"timestamp\": [24.58, 29.64]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 need to talk to the Scheduled Change Department about this, not customer service.\", \"timestamp\": [202.74, 206.28]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"I've been waiting since so long for the refund. I'm not getting any information regarding that.\", \"timestamp\": [24.84, 29.64]}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Every time when I'm mailing them or calling them, you have been transferring me to your department system and then getting a call.\", \"timestamp\": [29.78, 35.94]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"This is the fourth transfer and fourth call from your department I see it's done from our Scheduled Change Department.\", \"timestamp\": [192.76, 202.4]}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"You need to talk to the Scheduled Change Department about this, not customer service.\", \"timestamp\": [202.74, 206.28]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"Every time when I'm mailing them or calling them, you have been transferring me to your department system and then getting a call. I'm not getting my refund or the time that I will get it back.\", \"timestamp\": [29.78, 39.18]}, {\"id\": \"c17c1053-cd0f-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\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Every time when I'm mailing them or calling them, you have been transferring me to your department system and then getting a call.\", \"timestamp\": [29.78, 35.94]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"This is how you treat your customers. I've been talking all the day to your people only.\", \"timestamp\": [226.7, 233.11]}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E5-1713740436.112395\", \"call_id\": \"E5-1713740436.112395-15\", \"start_time\": \"2024-04-21T23:00:37.000Z\", \"end_time\": \"2024-04-21T23:00:38.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6605281120\", \"in_bound_number\": \"8888896656\", \"agent_id\": \"58500\", \"nick\": \"Garbelle\", \"call_queue\": \"58224\", \"is_transfer\": \"yes\", \"agent_email\": \"garbelle.m@asaptickets.com\", \"agent_name\": \"Hatem Mohamed\", \"hangup_reason\": \"caller\", \"notes\": \"OOJO Customer Support\", \"calculated_name\": \"Garbelle (Hatem Mohamed)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713300618.811620-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E1-1713300618.811620\", \"call_id\": \"E1-1713300618.811620-2\", \"start_time\": \"2024-04-16T20:50:18.000Z\", \"end_time\": \"2024-04-16T20:56:14.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0012047819684\", \"in_bound_number\": \"16479775695\", \"agent_id\": \"61183\", \"nick\": \"Solanar\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"solanar.l@asaptickets.com\", \"agent_name\": \"Vinitha Lobo\", \"hangup_reason\": \"client\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Solanar (Vinitha Lobo)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1713204088.64191-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"If you do that. Cancelation? No, cancellation is not committed. I won't fly.\", \"timestamp\": [2234.46, 2239.14]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"F1-1713204088.64191\", \"call_id\": \"F1-1713204088.64191-5\", \"start_time\": \"2024-04-15T18:01:28.000Z\", \"end_time\": \"2024-04-15T18:01:28.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6196791972\", \"in_bound_number\": \"8886680822\", \"agent_id\": \"22436\", \"nick\": \"Abra\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"abra.t@asaptickets.com\", \"agent_name\": \"Tripti Tripti\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Abra (Tripti Tripti)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713481560.116478-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"He's like, take care of his book now. He doesn't say book now. He just says, learn more.\", \"timestamp\": [197.51, 206.91]}], \"metadata\": {\"master_call_id\": \"E6-1713481560.116478\", \"call_id\": \"E6-1713481560.116478-3\", \"start_time\": \"2024-04-18T23:06:00.000Z\", \"end_time\": \"2024-04-18T23:10:49.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0016232055913\", \"in_bound_number\": \"18778930842\", \"agent_id\": \"60126\", \"nick\": \"Onin\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"onin.m@asaptickets.com\", \"agent_name\": \"Peer Mohammed Makrani\", \"hangup_reason\": \"agent\", \"notes\": \"ITN\", \"calculated_name\": \"Onin (Peer Mohammed Makrani)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1713376929.61913-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"This is Taken from a sub-ticket regarding your request of a flight.\", \"timestamp\": [28.17, 31.17]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"F1-1713376929.61913\", \"call_id\": \"F1-1713376929.61913-2\", \"start_time\": \"2024-04-17T18:02:09.000Z\", \"end_time\": \"2024-04-17T18:05:54.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0014038481781\", \"in_bound_number\": \"18254252595\", \"agent_id\": \"22746\", \"nick\": \"Tatum\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"tatum.c@asaptickets.com\", \"agent_name\": \"Atul Choubey\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Tatum (Atul Choubey)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713197708.288844-9\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hey, I was transferred to you because upon booking my ticket I noticed that my partner's last name is just missing a letter and I just want it to be accurate for our flight. You are the third person I have been transferred to, so please help me.\", \"timestamp\": [5.87, 22.41]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"You are the third person I have been transferred to, so please help me.\", \"timestamp\": [18.59, 22.41]}, {\"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\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"You are the third person I have been transferred to, so please help me.\", \"timestamp\": [18.59, 22.41]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713197708.288844\", \"call_id\": \"E3-1713197708.288844-9\", \"start_time\": \"2024-04-15T16:15:08.000Z\", \"end_time\": \"2024-04-15T16:15:08.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9412869850\", \"in_bound_number\": \"8007230482\", \"agent_id\": \"26497\", \"nick\": \"Pahal\", \"call_queue\": \"22113\", \"is_transfer\": \"yes\", \"agent_email\": \"pahal.v@asaptickets.com\", \"agent_name\": \"Isha Verma\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Pahal (Isha Verma)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1713547450.40267-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I'm getting mad. That's the problem, you\", \"timestamp\": [245.38, 248.72]}, {\"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\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E8-1713547450.40267\", \"call_id\": \"E8-1713547450.40267-3\", \"start_time\": \"2024-04-19T17:24:10.000Z\", \"end_time\": \"2024-04-19T17:24:11.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"8089900561\", \"in_bound_number\": \"8448461975\", \"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-E4-1713217191.85716-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E4-1713217191.85716\", \"call_id\": \"E4-1713217191.85716-2\", \"start_time\": \"2024-04-15T21:39:51.000Z\", \"end_time\": \"2024-04-15T21:43:50.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0012673487400\", \"in_bound_number\": \"18559521614\", \"agent_id\": \"23460\", \"nick\": \"Harlow\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"harlow.j@asaptickets.com\", \"agent_name\": \"Abeyson John Thekkathil\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Harlow (Abeyson John Thekkathil)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713386420.92034-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I have also sent you 3 codes to your email.\", \"timestamp\": [130.54, 132.78]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I was trying to call you to talk on behalf of this and I have also sent you 3 codes to your email\", \"timestamp\": [52.84, 60.18]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713386420.92034\", \"call_id\": \"E6-1713386420.92034-3\", \"start_time\": \"2024-04-17T20:40:20.000Z\", \"end_time\": \"2024-04-17T20:44:14.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0014037100016\", \"in_bound_number\": \"18888564603\", \"agent_id\": \"60366\", \"nick\": \"Wylder\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"wylder.k@asaptickets.com\", \"agent_name\": \"HARSH KUMAR\", \"hangup_reason\": \"client\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Wylder (HARSH KUMAR)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713645296.64493-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I didn't hear my agent tell me that, um, I didn't hear. I probably didn't. It's been a while since I've booked it, so that's great.\", \"timestamp\": [851.0, 857.26]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"What code exactly? All right. Two, seven, two. No, no, no, I not meaning you told me. Where exactly is he asking you for that? Yep. it's telling me my spirit, Oh, that seems to be. I'm sorry, I got them not, if I can do this longer. I keep, my finger keeps hitting the wrong month. Okay, we're good now. We're good now. I just keep hitting the wrong month on the date. I was hitting so small on my phone. I think we're good now.\", \"timestamp\": [2081.91, 2115.86]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Can you please use a different browser or a different device or something? It doesn't work.\", \"timestamp\": [1340.6, 1348.52]}], \"metadata\": {\"master_call_id\": \"E6-1713645296.64493\", \"call_id\": \"E6-1713645296.64493-5\", \"start_time\": \"2024-04-20T20:34:56.000Z\", \"end_time\": \"2024-04-20T20:34:56.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"3145740709\", \"in_bound_number\": \"8883330952\", \"agent_id\": \"59476\", \"nick\": \"Botshy\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"botshy.e@asaptickets.com\", \"agent_name\": \"Omar Ezzat\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Botshy (Omar Ezzat)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713635066.47249-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi, this is Alomi calling from ASAP Tickets. I'm reaching out regarding your enquiry about tickets with us.\", \"timestamp\": [112.13, 120.61]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"I have some good options which has been sent to your email.\", \"timestamp\": [128.67, 132.73]}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi, this is Alomi calling from ASAP Tickets. I'm reaching out regarding your enquiry about supply tickets with us.\", \"timestamp\": [14.9, 23.8]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713635066.47249\", \"call_id\": \"E3-1713635066.47249-3\", \"start_time\": \"2024-04-20T17:44:26.000Z\", \"end_time\": \"2024-04-20T17:48:23.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0014163039292\", \"in_bound_number\": \"18448952126\", \"agent_id\": \"61037\", \"nick\": \"Salome\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"salome.e@asaptickets.com\", \"agent_name\": \"Sonia Ekka\", \"hangup_reason\": \"agent\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Salome (Sonia Ekka)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1713290876.36240-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"if you missed the flight, if there is any cancellation, if there is delay in flight, if there is anything, it is being, it will be available to you.\", \"timestamp\": [135.75, 143.71]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"thank you the mail over the phone as well as the email.\", \"timestamp\": [4.75, 10.03]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"thank you the mail over the phone\", \"timestamp\": [4.75, 8.91]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Yeah, Let me. I use the mail. I can help you. No problem.\", \"timestamp\": [34.84, 37.16]}], \"metadata\": {\"master_call_id\": \"E8-1713290876.36240\", \"call_id\": \"E8-1713290876.36240-3\", \"start_time\": \"2024-04-16T18:07:56.000Z\", \"end_time\": \"2024-04-16T18:13:11.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0018639446293\", \"in_bound_number\": \"18777674998\", \"agent_id\": \"61130\", \"nick\": \"Venancio\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"venancio.t@asaptickets.com\", \"agent_name\": \"Lynton Tony Edwin\", \"hangup_reason\": \"agent\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Venancio (Lynton Tony Edwin)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713194834.278886-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah, I've been doing that right now as well, but on your website, you had it for about $1100 or something like that, so that's why I submitted my information.\", \"timestamp\": [122.01, 130.15]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah, I've been doing that right now as well, but on your website, you had it for about $1100 or something like that, so that's why I submitted my information.\", \"timestamp\": [122.01, 130.15]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Yeah, I've been doing that right now as well, but on your website, you had it for about $1100 or something like that, so that's why I submitted my information.\", \"timestamp\": [122.01, 130.15]}], \"metadata\": {\"master_call_id\": \"E3-1713194834.278886\", \"call_id\": \"E3-1713194834.278886-3\", \"start_time\": \"2024-04-15T15:27:14.000Z\", \"end_time\": \"2024-04-15T15:33:03.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0014056332293\", \"in_bound_number\": \"18883915578\", \"agent_id\": \"61498\", \"nick\": \"Ndombele\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"ndombele.n@asaptickets.com\", \"agent_name\": \"Owais Noor\", \"hangup_reason\": \"client\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Ndombele (Owais Noor)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1713740436.112395-9\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"We cancelled our pride and waiting for our refund. [...] But we are waiting for the But the refund is really very slow. [...] We would like to get back the money very soon.\", \"timestamp\": [117.18, 127.48]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"to be able to help you more with that and more information, I need to thank you for our change department, they'll be able to assist you.\", \"timestamp\": [134.67, 142.79]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"True\", \"quotation\": \"So, you actually offered another voucher offer for us.\", \"timestamp\": [128.04, 131.2]}, {\"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\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"We cancelled our pride and waiting for our refund.\", \"timestamp\": [33.85, 36.75]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I need to thank you for our change department, they'll be able to assist you.\", \"timestamp\": [139.37, 142.79]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"We cancelled our pride and waiting for our refund.\", \"timestamp\": [33.85, 36.75]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"But the refund is really very slow.\", \"timestamp\": [122.54, 124.28]}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"True\", \"quotation\": \"So, you actually offered another voucher offer for us.\", \"timestamp\": [128.04, 131.2]}, {\"id\": \"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\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E5-1713740436.112395\", \"call_id\": \"E5-1713740436.112395-9\", \"start_time\": \"2024-04-21T23:00:37.000Z\", \"end_time\": \"2024-04-21T23:00:38.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6605281120\", \"in_bound_number\": \"8888896656\", \"agent_id\": \"58498\", \"nick\": \"Shenhe\", \"call_queue\": \"58224\", \"is_transfer\": \"no\", \"agent_email\": \"shenhe.a@asaptickets.com\", \"agent_name\": \"Amr Ahmed\", \"hangup_reason\": \"caller\", \"notes\": \"OOJO Customer Support\", \"calculated_name\": \"Shenhe (Amr Ahmed)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713279217.731374-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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, for these specific situations, sir, I can transfer you to customer service and they will be able to help you out.\", \"timestamp\": [36.94, 42.64]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay. So, for these specific situations, sir, I can transfer you to customer service and they will be able to help you out.\", \"timestamp\": [36.94, 42.64]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E1-1713279217.731374\", \"call_id\": \"E1-1713279217.731374-3\", \"start_time\": \"2024-04-16T14:53:37.000Z\", \"end_time\": \"2024-04-16T14:53:38.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2084446320\", \"in_bound_number\": \"8006772943\", \"agent_id\": \"24278\", \"nick\": \"Carmelo\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"carmelo.s@asaptickets.com\", \"agent_name\": \"Merleesh Shaw\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"Carmelo (Merleesh Shaw)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1713367912.31322-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"Courieries. You guys advertise for less than 300, 1400. Courieries.\", \"timestamp\": [207.28, 212.26]}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"Guys, I already put my plan\", \"timestamp\": [63.26, 66.34]}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I was intending because I haven't got any response so far. that's why I called you.\", \"timestamp\": [41.18, 48.16]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I mean, I have put everything. Why do you ask me round and round? I put my plan straight forward.\", \"timestamp\": [157.2, 163.2]}, {\"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\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I was intending because I haven't got any response so far. that's why I called you.\", \"timestamp\": [41.18, 48.16]}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I was intending because I haven't got any response so far.\", \"timestamp\": [41.18, 44.94]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Guys, I already put my plan Answer my question. When is your available flight? I'm so busy and I don't want you to on a round and a round question. I already put the date and everything.\", \"timestamp\": [63.26, 77.44]}], \"metadata\": {\"master_call_id\": \"F1-1713367912.31322\", \"call_id\": \"F1-1713367912.31322-3\", \"start_time\": \"2024-04-17T15:31:52.000Z\", \"end_time\": \"2024-04-17T15:36:00.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0012406453410\", \"in_bound_number\": \"18886143778\", \"agent_id\": \"61830\", \"nick\": \"Abilene\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"abilene.b@asaptickets.com\", \"agent_name\": \"Anshu Banwari\", \"hangup_reason\": \"client\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Abilene (Anshu Banwari)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1713200166.18844-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I mean, I was on your website during\", \"timestamp\": [11.4, 14.22]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"I was on your website during the air flight ticket. What And I was trying to see, oh, we're trying to do a Dallas to Paris.\", \"timestamp\": [12.12, 21.52]}], \"metadata\": {\"master_call_id\": \"E7-1713200166.18844\", \"call_id\": \"E7-1713200166.18844-3\", \"start_time\": \"2024-04-15T16:56:06.000Z\", \"end_time\": \"2024-04-15T16:56:06.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"2544955043\", \"in_bound_number\": \"8883530313\", \"agent_id\": \"58691\", \"nick\": \"Edu\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"edu.s@asaptickets.com\", \"agent_name\": \"Britto Sebastian\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"Edu (Britto Sebastian)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E5-1713740436.112395-11\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"So we are waiting for the refund. We are not getting any refund.\", \"timestamp\": [12.05, 15.05]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 called them and they directed me to you again. They directed me. Ok please be online. Ah, sorry. Sorry. Sorry. I don't know. Please be online. I am called to over share scheme. I will share the information with them. Yeah, please. Transfer.\", \"timestamp\": [38.5, 86.32]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"We are not getting any refund.\", \"timestamp\": [13.93, 15.05]}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"True\", \"quotation\": \"So when I asked the same thing with your agent, they were telling us we would get an orchard and stuff that.\", \"timestamp\": [19.99, 25.55]}, {\"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\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I think I just had a word with you before this call.\", \"timestamp\": [29.38, 32.32]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I think I just had a word with you before this call.\", \"timestamp\": [29.38, 32.32]}, {\"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, please. Transfer.\", \"timestamp\": [81.19, 86.32]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"I think I just had a word with you before this call. Okay. And I have shared you my share scheme number. I called them and they directed me to you again.\", \"timestamp\": [29.38, 41.26]}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I think I just had a word with you before this call.\", \"timestamp\": [29.38, 32.32]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"So we are waiting for the refund. We are not getting any refund.\", \"timestamp\": [12.05, 15.05]}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"True\", \"quotation\": \"So when I asked the same thing with your agent, they were telling us we would get an orchard and stuff that.\", \"timestamp\": [19.99, 25.55]}, {\"id\": \"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\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E5-1713740436.112395\", \"call_id\": \"E5-1713740436.112395-11\", \"start_time\": \"2024-04-21T23:00:37.000Z\", \"end_time\": \"2024-04-21T23:00:38.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6605281120\", \"in_bound_number\": \"8888896656\", \"agent_id\": \"30105\", \"nick\": \"jatin nagpal\", \"call_queue\": \"58403\", \"is_transfer\": \"yes\", \"agent_email\": \"jatin.nagpal.n@asaptickets.com\", \"agent_name\": \"Jatin Nagpal\", \"hangup_reason\": \"caller\", \"notes\": \"Schedule Change Agents\", \"calculated_name\": \"jatin nagpal (Jatin Nagpal)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713232713.648997-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"like for your needs, should do like the refund, like these again in the booth, they just going to apply like, if they take it, they are refundable, they're going to do like a refund for you and also since you mentioned for them that you are not going to use the way back, also they should take care of this, so have you mentioned for them that you're not going to be using the way back and you want to cancel your flight\", \"timestamp\": [702.48, 722.24]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"so let me tell you, I'll transfer to another one, one I know, so this one, just tell them that you have a flight for your needs, like a separate ticket for your needs, and you want to cancel it, and ask them how much\", \"timestamp\": [797.49, 811.59]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"So I want to ask you regarding the currency, do you want it to be US or Canadian currency?\", \"timestamp\": [287.78, 292.08]}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"She's supposed to call me in four minutes. You never call you back.\", \"timestamp\": [785.05, 788.13]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"They're not helping what happened, it's they don't know what they're doing\", \"timestamp\": [734.01, 740.07]}, {\"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\": \"right now before booking these flights, I will transfer you again to them, tell them that you want to cancel the flight\", \"timestamp\": [727.38, 733.88]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"She's supposed to call me in four minutes. You never call you back.\", \"timestamp\": [785.05, 788.13]}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"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\": \"You never call you back.\", \"timestamp\": [787.17, 788.13]}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yes, I did So what he told you, he's trying to get a actually your niece, Calculate the difference now If she can cancel her flight easily and based on the fair rules, from the airline, it will be just applied.\", \"timestamp\": [40.96, 56.48]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E2-1713232713.648997\", \"call_id\": \"E2-1713232713.648997-3\", \"start_time\": \"2024-04-16T01:58:33.000Z\", \"end_time\": \"2024-04-16T01:58:34.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"4163881907\", \"in_bound_number\": \"8886092480\", \"agent_id\": \"60208\", \"nick\": \"Silver\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"silver.s@asaptickets.com\", \"agent_name\": \"Emma Soliman\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"Silver (Emma Soliman)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713445785.1190020-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I think my web was able to reach Yeah, so just cancel this call which I might have to call again if he can't Make a you know make any kind of Adjustment with Delta because he's on with Delta right now and was able to connect to get connected.\", \"timestamp\": [173.82, 200.9]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I might have to call again if he can't Make a you know make any kind of Adjustment with Delta because he's on with Delta right now and was able to connect to get connected.\", \"timestamp\": [182.26, 200.9]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E2-1713445785.1190020\", \"call_id\": \"E2-1713445785.1190020-5\", \"start_time\": \"2024-04-18T13:09:45.000Z\", \"end_time\": \"2024-04-18T13:09:46.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"3602712084\", \"in_bound_number\": \"8006772943\", \"agent_id\": \"26499\", \"nick\": \"Nishank\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"nishank.g@asaptickets.com\", \"agent_name\": \"Nishank Gupta\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Nishank (Nishank Gupta)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713536203.1173692-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 right now, ma'am, I'll connect you over to the hotel, okay?\", \"timestamp\": [71.12, 74.28]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So right now, ma'am, I'll connect you over to the hotel, okay?\", \"timestamp\": [71.12, 74.28]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi, I think you've been calling me for a few seconds.\", \"timestamp\": [0.0, 1.78]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713536203.1173692\", \"call_id\": \"E3-1713536203.1173692-3\", \"start_time\": \"2024-04-19T14:16:43.000Z\", \"end_time\": \"2024-04-19T14:16:43.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"4169880820\", \"in_bound_number\": \"8886495588\", \"agent_id\": \"60051\", \"nick\": \"Kingdom\", \"call_queue\": \"23830\", \"is_transfer\": \"no\", \"agent_email\": \"kingdom.j@asaptickets.com\", \"agent_name\": \"Eliezer John Pestano\", \"hangup_reason\": \"client\", \"notes\": \"PH\", \"calculated_name\": \"Kingdom (Eliezer John Pestano)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713645296.64493-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I will transfer our customer support, okay?\", \"timestamp\": [20.51, 22.45]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I will transfer our customer support, okay?\", \"timestamp\": [20.51, 22.45]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I have booked a flight with you and I need to My stay is being extended so I need to change my departure date.\", \"timestamp\": [8.93, 17.99]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713645296.64493\", \"call_id\": \"E6-1713645296.64493-3\", \"start_time\": \"2024-04-20T20:34:56.000Z\", \"end_time\": \"2024-04-20T20:34:56.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"3145740709\", \"in_bound_number\": \"8883330952\", \"agent_id\": \"23346\", \"nick\": \"Nadim\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"nadim.k@asaptickets.com\", \"agent_name\": \"Asilbek Khudoyberdiev\", \"hangup_reason\": \"agent\", \"notes\": \"ITN\", \"calculated_name\": \"Nadim (Asilbek Khudoyberdiev)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713760417.428599-9\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I booked a ticket on February 15th, so I just checked the itinerary from the site that is called the view trip that I got the instruction on the audio etiquette document.\", \"timestamp\": [12.54, 32.76]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Yes, so I booked a ticket on February 15th, so I just checked the itinerary from the site that is called the view trip that I got the instruction on the audio etiquette document.\", \"timestamp\": [10.48, 32.76]}], \"metadata\": {\"master_call_id\": \"E1-1713760417.428599\", \"call_id\": \"E1-1713760417.428599-9\", \"start_time\": \"2024-04-22T04:33:37.000Z\", \"end_time\": \"2024-04-22T04:33:38.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9862306265\", \"in_bound_number\": \"8882630051\", \"agent_id\": \"58418\", \"nick\": \"Vilgefortz\", \"call_queue\": \"58224\", \"is_transfer\": \"no\", \"agent_email\": \"\", \"agent_name\": \"Norvin Jomari Bisnar Rosinas\", \"hangup_reason\": \"agent\", \"notes\": \"OOJO Customer Support\", \"calculated_name\": \"Vilgefortz (Norvin Jomari Bisnar Rosinas)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E8-1713547450.40267-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"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\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I can see an agent named Falwick shared an authorization form with you like today, like 10 hours ago.\", \"timestamp\": [234.39, 242.75]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"You see, you're not listening to what I'm saying to you, sir.\", \"timestamp\": [1160.56, 1164.26]}, {\"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\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"you please give me the phone number? Okay, I am still checking, just stay with me here. they told me that paper is also that the flight will move by tomorrow but we need to pay but I'm trying to tell them that the credit card is not working if they know how to conjure it for me so that she will leave immediately she will arrive tomorrow she will not send the money she will not stay with credit card I'm getting mad I want to see my say\", \"timestamp\": [354.16, 395.58]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E8-1713547450.40267\", \"call_id\": \"E8-1713547450.40267-5\", \"start_time\": \"2024-04-19T17:24:10.000Z\", \"end_time\": \"2024-04-19T17:24:11.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"8089900561\", \"in_bound_number\": \"8448461975\", \"agent_id\": \"26403\", \"nick\": \"Eshaan\", \"call_queue\": \"22113\", \"is_transfer\": \"yes\", \"agent_email\": \"eshaan.b@asaptickets.com\", \"agent_name\": \"Ishpreet Bhatia\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Eshaan (Ishpreet Bhatia)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713668598.136621-4\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"because I can see that you spoke with Adrian Jobial previously regarding changing the flight, and asked for that he provided an option, April 28th, returning May 9th, and he sent you the payment form in order to proceed with the change.\", \"timestamp\": [130.42, 145.14]}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"because I can see that you spoke with Adrian Jobial previously regarding changing the flight, and asked for that he provided an option, April 28th, returning May 9th, and he sent you the payment form in order to proceed with the change.\", \"timestamp\": [130.42, 145.14]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"because I can see that you spoke with Adrian Jobial previously regarding changing the flight, and asked for that he provided an option, April 28th, returning May 9th, and he sent you the payment form in order to proceed with the change.\", \"timestamp\": [130.42, 145.14]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"oh I already entered everything in there, It did not go through. I'm so sorry about it.\", \"timestamp\": [1901.65, 1908.17]}], \"metadata\": {\"master_call_id\": \"E3-1713668598.136621\", \"call_id\": \"E3-1713668598.136621-4\", \"start_time\": \"2024-04-21T03:03:18.000Z\", \"end_time\": \"2024-04-21T03:03:18.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"8458913644\", \"in_bound_number\": \"8885210748\", \"agent_id\": \"26444\", \"nick\": \"Grimmjow\", \"call_queue\": \"22113\", \"is_transfer\": \"no\", \"agent_email\": \"grimmjow.h@asaptickets.com\", \"agent_name\": \"Osama Hashim\", \"hangup_reason\": \"agent\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Grimmjow (Osama Hashim)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713536203.1173692-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"And then they have said po that you are aware po for the refundable amount. They have sent me the screen shot that you were able to receive an email from our customer service department and then you were informed po daw about the refundable amount.\", \"timestamp\": [37.88, 55.82]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 just attend to you over to them and then as you please tell them to double check kung ilang amount po ba yung or what's yung credit amount you have on our company.\", \"timestamp\": [278.22, 293.56]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"True\", \"quotation\": \"Tapos yung isap po if hindi niyo po nalaman o hindi po niyo na confirm yung confirmation number. So for that one to ati sinabihan ko po yung supervisor po namin to double check that record kung ano po yung confirmation number that should be used for your other credit amount po sa company namin.\", \"timestamp\": [220.44, 239.68]}, {\"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\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"They have sent me the screen shot that you were able to receive an email from our customer service department and then you were informed po daw about the refundable amount.\", \"timestamp\": [43.28, 55.82]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"So, hindi mo lang lulita nung sera namin Kasi, okay, hindi ano na lang lang namin, ikit na lang namin, hindi na lang namin, Irfan, para nunggang lang yung tera.\", \"timestamp\": [137.64, 149.42]}, {\"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 you to be it para malaman yung po talaga yung exact po na amount like sa lahat po yung confirmation number po namin dalo dito. I'll just attend to you over to them and then as you please tell them to double check kung ilang amount po ba yung or what's yung yung credit amount you have on our company with different confirmation number.\", \"timestamp\": [268.0, 297.32]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"They have found no records that anyone kuno in the customer service ticketing department have confirmed that full credit.\", \"timestamp\": [110.4, 119.4]}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Sabi po nang ticketing department po namin natin.-estay na po sila kalina. And then they have said po that you are aware po for the refundable amount.\", \"timestamp\": [33.04, 42.62]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713536203.1173692\", \"call_id\": \"E3-1713536203.1173692-5\", \"start_time\": \"2024-04-19T14:16:43.000Z\", \"end_time\": \"2024-04-19T14:16:43.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"4169880820\", \"in_bound_number\": \"8886495588\", \"agent_id\": \"22283\", \"nick\": \"scartell\", \"call_queue\": \"\", \"is_transfer\": \"yes\", \"agent_email\": \"scartell.a@asaptickets.com\", \"agent_name\": \"Lloyse Avegeal Lutao\", \"hangup_reason\": \"client\", \"notes\": \"PH\", \"calculated_name\": \"scartell (Lloyse Avegeal Lutao)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1713369646.20294-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E7-1713369646.20294\", \"call_id\": \"E7-1713369646.20294-3\", \"start_time\": \"2024-04-17T16:00:46.000Z\", \"end_time\": \"2024-04-17T16:05:36.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0013134339903\", \"in_bound_number\": \"18888564799\", \"agent_id\": \"61575\", \"nick\": \"Cessna\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"cessna.t@asaptickets.com\", \"agent_name\": \"Vinodhini Thangavel\", \"hangup_reason\": \"agent\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Cessna (Vinodhini Thangavel)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713375071.765290-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So again, you already called prior to this call that we have. You were able to talk to one of our colleagues, which is Collibre. That's correct. Okay. And you already received an email of flight option.\", \"timestamp\": [184.68, 204.88]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"You already called prior to this call that we have. You were able to talk to one of our colleagues, which is Collibre.\", \"timestamp\": [185.24, 196.84]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713375071.765290\", \"call_id\": \"E3-1713375071.765290-5\", \"start_time\": \"2024-04-17T17:31:11.000Z\", \"end_time\": \"2024-04-17T17:31:12.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"5102199043\", \"in_bound_number\": \"8006772943\", \"agent_id\": \"59448\", \"nick\": \"Virlen\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"Virlen.m@asaptickets.com\", \"agent_name\": \"Karylle Marie Gador\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Virlen (Karylle Marie Gador)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1713373225.49978-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hey, I did a quote online, and I just received a text message from Jacksonville to Houston, Texas. And I was told to give you guys a call to go over my options.\", \"timestamp\": [11.53, 24.97]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hey, I did a quote online, and I just received a text message from Jacksonville to Houston, Texas. And I was told to give you guys a call to go over my options.\", \"timestamp\": [11.53, 24.97]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Hey, I did a quote online, and I just received a text message from Jacksonville to Houston, Texas. And I was told to give you guys a call to go over my options.\", \"timestamp\": [11.53, 24.97]}], \"metadata\": {\"master_call_id\": \"F1-1713373225.49978\", \"call_id\": \"F1-1713373225.49978-3\", \"start_time\": \"2024-04-17T17:00:25.000Z\", \"end_time\": \"2024-04-17T17:00:26.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9046557535\", \"in_bound_number\": \"8556714065\", \"agent_id\": \"59156\", \"nick\": \"Logic\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"logic.p@asaptickets.com\", \"agent_name\": \"Devvrat Pherwani\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"Logic (Devvrat Pherwani)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713714654.12579-28\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So, in this case, let me just try to transfer you over to Daisy. But if ever the call will not be successful, you will be routed back to me.\", \"timestamp\": [281.88, 289.1]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I mean, your mom's the kid, sir. I can see that. She sent an email regarding with your change request.\", \"timestamp\": [154.24, 160.26]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So, in this case, let me just try to transfer you over to Daisy.\", \"timestamp\": [281.88, 285.08]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I just know I've been holding for about an hour.\", \"timestamp\": [176.24, 177.84]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713714654.12579\", \"call_id\": \"E6-1713714654.12579-28\", \"start_time\": \"2024-04-21T15:50:54.000Z\", \"end_time\": \"2024-04-21T15:50:54.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6464603525\", \"in_bound_number\": \"8884576656\", \"agent_id\": \"58409\", \"nick\": \"Sigourney\", \"call_queue\": \"23820\", \"is_transfer\": \"no\", \"agent_email\": \"sigourney.d@asaptickets.com\", \"agent_name\": \"Winona Lyn Arsua Duenas\", \"hangup_reason\": \"client\", \"notes\": \"OOJO Customer Support\", \"calculated_name\": \"Sigourney (Winona Lyn Arsua Duenas)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713697082.254724-9\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"with regards to the refunds actually we have options that we can provide to you the first option we can do is we can cancel your reservation and you will receive a monetary refund but with regards to the cancellation on your flight there will be penalties involved because there will be an airline cancellation penalty, OZO processing fee plus nonrefundable taxes and surcharges so if you would like to get a monetary refund on your flight the monetary refund you will receive is $434.63\", \"timestamp\": [1108.06, 1143.52]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"True\", \"quotation\": \"the second option will be Oh, we can go ahead cancel your reservation and we can keep the funds here in our end and you can use these funds for your future booking\", \"timestamp\": [1172.17, 1184.47]}, {\"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\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"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\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"True\", \"quotation\": \"we can go ahead cancel your reservation and we can keep the funds here in our end and you can use these funds for your future booking fee OZO because if you are going to keep the funds here in our end the amount that you can keep with us is $586.83\", \"timestamp\": [1174.57, 1200.86]}, {\"id\": \"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\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E1-1713697082.254724\", \"call_id\": \"E1-1713697082.254724-9\", \"start_time\": \"2024-04-21T10:58:02.000Z\", \"end_time\": \"2024-04-21T10:58:02.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9293258030\", \"in_bound_number\": \"8884576656\", \"agent_id\": \"58454\", \"nick\": \"Sweetpea\", \"call_queue\": \"58224\", \"is_transfer\": \"no\", \"agent_email\": \"sweetpea.g@asaptickets.com\", \"agent_name\": \"kristine lahoy gupid\", \"hangup_reason\": \"caller\", \"notes\": \"OOJO Customer Support\", \"calculated_name\": \"Sweetpea (kristine lahoy gupid)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713197708.288844-7\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"So, what I'm going to do right now, without wasting this time, I'm transferring this call to the team who will look after this link correction, all right?\", \"timestamp\": [1238.7, 1247.22]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I was transferred to you by the person I booked my tickets with, and I just noticed a slight problem on my flight reservations when my companion's last name was entered.\", \"timestamp\": [8.84, 19.74]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"since you got four, let me try to use zero. That's how it's gonna work. Well, I tried zero, and that wasn't working for me. It was O, so if you try zero, I don't know.\", \"timestamp\": [162.6, 173.87]}, {\"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, what I'm going to do right now, without wasting this time, I'm transferring this call to the team who will look after this link correction, all right?\", \"timestamp\": [1238.7, 1247.22]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Hi. I was transferred to you by the person I booked my tickets with, and I just noticed a slight problem on my flight reservations when my companion's last name was entered.\", \"timestamp\": [6.62, 19.74]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"Well, I tried zero, and that wasn't working for me. It was O, so if you try zero, I don't know. Hmm, it's giving you reality. Is there another way that you can look at it? Everybody else has been able to find it?\", \"timestamp\": [167.87, 203.67]}], \"metadata\": {\"master_call_id\": \"E3-1713197708.288844\", \"call_id\": \"E3-1713197708.288844-7\", \"start_time\": \"2024-04-15T16:15:08.000Z\", \"end_time\": \"2024-04-15T16:15:08.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9412869850\", \"in_bound_number\": \"8007230482\", \"agent_id\": \"59491\", \"nick\": \"Alabaster\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"alabaster.v@asaptickets.com\", \"agent_name\": \"Vishal Vaibhaw\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Alabaster (Vishal Vaibhaw)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713536203.1173692-9\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"The one that she's given me, it was for seven of every name it has already been used.\", \"timestamp\": [281.94, 289.32]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"the one that she's given me, it was for seven of every name it has already been used.\", \"timestamp\": [281.94, 289.32]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713536203.1173692\", \"call_id\": \"E3-1713536203.1173692-9\", \"start_time\": \"2024-04-19T14:16:43.000Z\", \"end_time\": \"2024-04-19T14:16:43.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"4169880820\", \"in_bound_number\": \"8886495588\", \"agent_id\": \"60903\", \"nick\": \"Fitzgerald\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"fitzgerald.w@asaptickets.com\", \"agent_name\": \"Samuel Wambui\", \"hangup_reason\": \"client\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Fitzgerald (Samuel Wambui)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713197916.32907-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713197916.32907\", \"call_id\": \"E6-1713197916.32907-3\", \"start_time\": \"2024-04-15T16:18:36.000Z\", \"end_time\": \"2024-04-15T16:22:28.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0018323024264\", \"in_bound_number\": \"18889863014\", \"agent_id\": \"22746\", \"nick\": \"Tatum\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"tatum.c@asaptickets.com\", \"agent_name\": \"Atul Choubey\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Tatum (Atul Choubey)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1713278018.8659-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"you book it, mean? Yeah, I want to know what the price is, though you have. give it a second, Because I've bought tickets with you guys before, so I think the ticker's one I bought from you guys. If I miss the airplane, I can't exchange them. I lose the ticket, right? look, I mean before, if you call it before 24 hours See you in here. can exchange this, we can change the date, You lose the money. but if you use the price, You then, lose the money, right? yeah, yeah, See, that's the difference.\", \"timestamp\": [77.17, 122.17]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Because I've bought tickets with you guys before, so I think the ticker's one I bought from you guys.\", \"timestamp\": [87.07, 93.13]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Because I've bought tickets with you guys before\", \"timestamp\": [87.07, 89.87]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E7-1713278018.8659\", \"call_id\": \"E7-1713278018.8659-2\", \"start_time\": \"2024-04-16T14:33:38.000Z\", \"end_time\": \"2024-04-16T14:37:30.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0018587293590\", \"in_bound_number\": \"18559521680\", \"agent_id\": \"59337\", \"nick\": \"Higden\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"higden.k@asaptickets.com\", \"agent_name\": \"Praveen Kumar\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Higden (Praveen Kumar)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713232713.648997-4\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"Because I'm looking for Miss Zara Zara Ramey, so if we're going to refund the heritage, so the value of the ticket will be 200, sorry, it's 891.5 as your refundable value that we can use to book a new ticket. That's for her, for her recreation.\", \"timestamp\": [515.84, 536.98]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"Even though your agency makes the mistake to do this.\", \"timestamp\": [537.31, 541.85]}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"The first one for my is 695-10000-589-586\", \"timestamp\": [86.93, 95.17]}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I already talked to a guy and he Oh, what happened? never called me back, okay?\", \"timestamp\": [16.72, 19.46]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"Ah, you're talking too fast. Ah, okay. Yes, he called me. Ah. Now,-hmm.\", \"timestamp\": [1452.9, 1457.43]}, {\"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\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"I already talked to a guy and he never called me back, okay?\", \"timestamp\": [16.72, 18.68]}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"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\": \"never called me back, okay?\", \"timestamp\": [18.18, 19.46]}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"True\", \"quotation\": \"I'm going to get my lawyer when I get back to Toronto. I'm going to get all my money back.\", \"timestamp\": [2575.78, 2579.42]}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"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 talked to a guy and he never called me back, okay?\", \"timestamp\": [16.72, 18.68]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"No, I'm going to get this money from you guys. I'm going to sue you, this company.\", \"timestamp\": [2559.92, 2564.18]}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E2-1713232713.648997\", \"call_id\": \"E2-1713232713.648997-4\", \"start_time\": \"2024-04-16T01:58:33.000Z\", \"end_time\": \"2024-04-16T01:58:34.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"4163881907\", \"in_bound_number\": \"8886092480\", \"agent_id\": \"29212\", \"nick\": \"Night\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"night.o@asaptickets.com\", \"agent_name\": \"Liveth Claire Ongjoco\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Night (Liveth Claire Ongjoco)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713542253.30406-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"They already sent me the email. So if it's not true, it's up to a send me. And you ask me and we say, that means it's not authentic clearly, because they already sent me from And I'm calling to say the party.\", \"timestamp\": [168.98, 179.58]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"So that is the standard work. Because if you don't have my email, no, no, no, no, how did your company send me a package? no, So that's kind of a little bit, no, it seems like way. Because you send me a package, and I'm trying to see the offer. So I can purchase it. Then you ask me my email.\", \"timestamp\": [185.72, 204.7]}, {\"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\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"They already sent me the email. So if it's not true, it's up to a send me. And you ask me and we say, that means it's not authentic clearly, because they already sent me from And I'm calling to say the party.\", \"timestamp\": [168.98, 179.58]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713542253.30406\", \"call_id\": \"E6-1713542253.30406-3\", \"start_time\": \"2024-04-19T15:57:33.000Z\", \"end_time\": \"2024-04-19T15:57:34.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"5013987990\", \"in_bound_number\": \"8007251941\", \"agent_id\": \"61323\", \"nick\": \"Elestria\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"elestria.c@asaptickets.com\", \"agent_name\": \"Chahat Chahat\", \"hangup_reason\": \"caller\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Elestria (Chahat Chahat)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713607310.54583-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"We can reject the reservation so that the amount or the money that we hold here in the system will be released and then you can book a new ticket instead.\", \"timestamp\": [141.77, 151.43]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I was trying to transfer your call once again to our sales team\", \"timestamp\": [263.15, 266.43]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"So, as you can hear, may ensure the fail or the reservation is still not yet ticketed and our sales department is still working with it. So, we already sent a follow-up email to our sales department team. However, they did not contact you back.\", \"timestamp\": [102.88, 130.94]}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Actually, I am the one who made a follow-up email yesterday in our sales team and I really don't know why until now they still, you know, they still didn't contact you.\", \"timestamp\": [157.21, 171.45]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"I was trying to transfer your call once again to our sales team, They, there is already available agent.\", \"timestamp\": [263.15, 269.41]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"However, they did not contact you back.\", \"timestamp\": [127.92, 130.94]}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"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\": \"However, they did not contact you back.\", \"timestamp\": [127.92, 130.94]}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I tried to reach out to the sales team. You guys connect me to the sales team but then the call never reaches them. I wait on the line for an hour but nothing happened after that.\", \"timestamp\": [15.66, 27.28]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"I booked a ticket in Ojo and waiting for the confirmation for the last two days.\", \"timestamp\": [6.8, 14.74]}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E1-1713607310.54583\", \"call_id\": \"E1-1713607310.54583-2\", \"start_time\": \"2024-04-20T10:01:50.000Z\", \"end_time\": \"2024-04-20T10:01:50.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"447404989086\", \"in_bound_number\": \"448081757370\", \"agent_id\": \"58425\", \"nick\": \"Sylvana\", \"call_queue\": \"58224\", \"is_transfer\": \"no\", \"agent_email\": \"sylvana.s@asaptickets.com\", \"agent_name\": \"Mythel Jane Tantay Sarusal\", \"hangup_reason\": \"client\", \"notes\": \"OOJO Customer Support\", \"calculated_name\": \"Sylvana (Mythel Jane Tantay Sarusal)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E3-1713255964.431605-10\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"The reason I'm calling, because I was, I was speaking with Nero, one of you guys too. I spoke to him today, like this morning, Manila Chai, and I emailed him the hospital admission, the hospital admission of records for my dad. Because I haven't booked the flight yet going back there. So I'm trying to get, like, to waive the fees. That's what I'm trying to say.\", \"timestamp\": [179.42, 220.34]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"Because then or date, since that's the reason, because email was already sent to A-Line. But there's no response still from A-Line.\", \"timestamp\": [3304.02, 3313.3]}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"True\", \"quotation\": \"I was speaking with Nero, one of you guys too. I spoke to him today, like this morning, Manila Chai, and I emailed him the hospital admission, the hospital admission of records for my dad.\", \"timestamp\": [181.84, 207.04]}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"True\", \"quotation\": \"you Here is, no, no, I want to speak to your manager. This is crazy. This is crazy.\", \"timestamp\": [1095.49, 1102.61]}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"The reason I'm calling, because I was, I was speaking with Nero, one of you guys too. I spoke to him today, like this morning, Manila Chai, and I emailed him the hospital admission, the hospital admission of records for my dad.\", \"timestamp\": [179.42, 207.04]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"I don't understand. My dad is here. If you want to talk to him, I will tell the same thing, if you, this is really crazy. because I need of relationship here, in this case. In other way, I'll be able to request it only for your And it's still guaranteed since airline is decision maker.\", \"timestamp\": [831.03, 850.16]}, {\"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\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"Because just like today, I sent an email the hospital record or something this morning around 8 a.m., I think, or 9 a.m. and see, nobody's calling me, nobody's emailing me.\", \"timestamp\": [3286.44, 3303.36]}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"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 just like today, I sent an email the hospital record or something this morning around 8 a.m., I think, or 9 a.m. and see, nobody's calling me, nobody's emailing me.\", \"timestamp\": [3286.44, 3303.36]}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"The reason I'm calling, because I was, I was speaking with Nero, one of you guys too. I spoke to him today, like this morning, Manila Chai, and I emailed him the hospital admission, the hospital admission of records for my dad.\", \"timestamp\": [179.42, 207.04]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E3-1713255964.431605\", \"call_id\": \"E3-1713255964.431605-10\", \"start_time\": \"2024-04-16T08:26:04.000Z\", \"end_time\": \"2024-04-16T08:26:04.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"8185776399\", \"in_bound_number\": \"8007502238\", \"agent_id\": \"59446\", \"nick\": \"Arcan\", \"call_queue\": \"22902\", \"is_transfer\": \"no\", \"agent_email\": \"arcan.a@asaptickets.com\", \"agent_name\": \"Mihail Adam\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Arcan (Mihail Adam)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1713456000.28958-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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, in that case, I will transfer this call to the customer support, sir.\", \"timestamp\": [50.82, 53.76]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Okay, in that case, I will transfer this call to the customer support, sir.\", \"timestamp\": [50.82, 53.76]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E7-1713456000.28958\", \"call_id\": \"E7-1713456000.28958-3\", \"start_time\": \"2024-04-18T16:00:00.000Z\", \"end_time\": \"2024-04-18T16:00:01.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"8286208854\", \"in_bound_number\": \"8559190802\", \"agent_id\": \"21984\", \"nick\": \"Enrique\", \"call_queue\": \"23830\", \"is_transfer\": \"no\", \"agent_email\": \"enrique.s@asaptickets.com\", \"agent_name\": \"Nisitha Samadith\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"Enrique (Nisitha Samadith)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1713193633.28504-9\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"No, he never sent me anything, by the way.\", \"timestamp\": [310.33, 311.81]}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I got reasons to see, and I was to a gentleman yesterday from Saudi Arabia who wants to get back to me today with my information so he can let me with him.\", \"timestamp\": [99.02, 109.12]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Let me just help the contact him real quick on the other line, sir, if he's available.\", \"timestamp\": [121.79, 125.33]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"True\", \"quotation\": \"No, he never sent me anything, by the way.\", \"timestamp\": [310.33, 311.81]}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I got reasons to see, and I was to a gentleman yesterday from Saudi Arabia who wants to get back to me today with my information so he can let me with him.\", \"timestamp\": [99.02, 109.12]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"F1-1713193633.28504\", \"call_id\": \"F1-1713193633.28504-9\", \"start_time\": \"2024-04-15T15:07:13.000Z\", \"end_time\": \"2024-04-15T15:07:14.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7188646806\", \"in_bound_number\": \"8884576656\", \"agent_id\": \"58409\", \"nick\": \"Sigourney\", \"call_queue\": \"58224\", \"is_transfer\": \"no\", \"agent_email\": \"sigourney.d@asaptickets.com\", \"agent_name\": \"Winona Lyn Arsua Duenas\", \"hangup_reason\": \"agent\", \"notes\": \"OOJO Customer Support\", \"calculated_name\": \"Sigourney (Winona Lyn Arsua Duenas)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E4-1713388039.87741-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E4-1713388039.87741\", \"call_id\": \"E4-1713388039.87741-2\", \"start_time\": \"2024-04-17T21:07:19.000Z\", \"end_time\": \"2024-04-17T21:12:35.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0019052427378\", \"in_bound_number\": \"16479775695\", \"agent_id\": \"61122\", \"nick\": \"Ansaldo\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"ansaldo.d@asaptickets.com\", \"agent_name\": \"Amlan Deuri\", \"hangup_reason\": \"agent\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Ansaldo (Amlan Deuri)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713673514.222910-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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 translate your calls to hold on\", \"timestamp\": [56.14, 57.96]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah, I spoke to somebody. Do you remember the agent name? No, I don't remember.\", \"timestamp\": [28.21, 34.96]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Let me translate your calls to\", \"timestamp\": [56.14, 57.58]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah, I spoke to somebody. Do you remember the agent name? No, I don't remember.\", \"timestamp\": [28.21, 34.96]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E1-1713673514.222910\", \"call_id\": \"E1-1713673514.222910-3\", \"start_time\": \"2024-04-21T04:25:14.000Z\", \"end_time\": \"2024-04-21T04:25:15.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7329254247\", \"in_bound_number\": \"8883330952\", \"agent_id\": \"58161\", \"nick\": \"Lipika\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"lipika.w@asaptickets.com\", \"agent_name\": \"Deepika Waldia\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"Lipika (Deepika Waldia)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1713193633.28504-12\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"I got the refund yesterday on three passengers, my wife and my two daughters. Left is the intent to get refunds for it, and mine, too, we just posted it further.\", \"timestamp\": [165.63, 176.55]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"True\", \"quotation\": \"I confirmation number and never called back.\", \"timestamp\": [65.24, 68.28]}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"He read yesterday the option for me. I choose a 57-down option... And he told me he'd call you back in two minutes. I confirmation number and never called back.\", \"timestamp\": [55.96, 68.28]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"True\", \"quotation\": \"No, no. I apologize. No, I apologize. It's Montsour, Nasser, 63 at email.com.\", \"timestamp\": [86.06, 93.56]}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Just hold on a minute. Yeah, it seems, actually, this is an exchange. Osprey, our customer service, who will actually proceed with that? Just stay on the line with me, trying to get in touch with him as well.\", \"timestamp\": [461.92, 477.64]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"True\", \"quotation\": \"And he told me he'd call you back in two minutes. I confirmation number and never called back.\", \"timestamp\": [62.3, 68.28]}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"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 confirmation number and never called back.\", \"timestamp\": [65.24, 68.28]}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"And he told me he'd call you back in two minutes. I confirmation number and never called back.\", \"timestamp\": [62.3, 68.28]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"True\", \"quotation\": \"He read yesterday the option for me. I choose a 57-down option. That's a different option for push the date from the 17 to the 22nd. I got my credit card. I need the payment. That's a missed payment. And he told me he'd call you back in two minutes. I confirmation number and never called back.\", \"timestamp\": [42.74, 68.28]}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"He read yesterday the option for me. I choose a 57-down option. That's a different option for push the date from the 17 to the 22nd. I got my credit card. I need the payment. That's a missed payment. And he told me he'd call you back in two minutes. I confirmation number and never called back.\", \"timestamp\": [42.74, 68.28]}], \"metadata\": {\"master_call_id\": \"F1-1713193633.28504\", \"call_id\": \"F1-1713193633.28504-12\", \"start_time\": \"2024-04-15T15:07:13.000Z\", \"end_time\": \"2024-04-15T15:07:14.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7188646806\", \"in_bound_number\": \"8884576656\", \"agent_id\": null, \"nick\": \"\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"\", \"agent_name\": \"\", \"hangup_reason\": \"agent\", \"notes\": \"\", \"calculated_name\": \"\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713471140.79687-2\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713471140.79687\", \"call_id\": \"E6-1713471140.79687-2\", \"start_time\": \"2024-04-18T20:12:20.000Z\", \"end_time\": \"2024-04-18T20:16:25.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0014323814388\", \"in_bound_number\": \"18559521514\", \"agent_id\": \"61160\", \"nick\": \"Ozara\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"ozara.s@asaptickets.com\", \"agent_name\": \"ANILA SULTANA\", \"hangup_reason\": \"client\", \"notes\": \"ASAP Main\", \"calculated_name\": \"Ozara (ANILA SULTANA)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1713458691.6722-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So, previously we had a conversation you remember regarding your flight to Miami, Florida\", \"timestamp\": [24.82, 32.28]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So, previously we had a conversation you remember regarding your flight to Miami, Florida, two yes. passengers.\", \"timestamp\": [24.82, 34.78]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E9-1713458691.6722\", \"call_id\": \"E9-1713458691.6722-3\", \"start_time\": \"2024-04-18T16:44:51.000Z\", \"end_time\": \"2024-04-18T16:49:41.000Z\", \"call_direction\": \"Out\", \"out_bound_number\": \"0015133000076\", \"in_bound_number\": \"18889836467\", \"agent_id\": \"23267\", \"nick\": \"Varville\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"varville.m@asaptickets.com\", \"agent_name\": \"Rajdyuti Majumder\", \"hangup_reason\": \"agent\", \"notes\": \"DRP\", \"calculated_name\": \"Varville (Rajdyuti Majumder)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-F1-1713204088.64191-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that the call will be transferred to a different agent or department / Customer is asking to be transferred to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Can I transfer you to Customer Support? Yeah. Yes, please.\", \"timestamp\": [61.26, 65.94]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"Can I transfer you to Customer Support?\", \"timestamp\": [61.26, 63.32]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"F1-1713204088.64191\", \"call_id\": \"F1-1713204088.64191-3\", \"start_time\": \"2024-04-15T18:01:28.000Z\", \"end_time\": \"2024-04-15T18:01:28.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6196791972\", \"in_bound_number\": \"8886680822\", \"agent_id\": \"58756\", \"nick\": \"Ruby\", \"call_queue\": \"23822\", \"is_transfer\": \"no\", \"agent_email\": \"ruby.s@asaptickets.com\", \"agent_name\": \"Amina Sanooj\", \"hangup_reason\": \"caller\", \"notes\": \"ITN\", \"calculated_name\": \"Ruby (Amina Sanooj)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E6-1713462416.50728-9\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\": \"What I'm going to do is I'm going to connect you to the customer service as they would be the right people to assist you further.\", \"timestamp\": [70.46, 75.68]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"What I'm going to do is I'm going to connect you to the customer service as they would be the right people to assist you further.\", \"timestamp\": [70.46, 75.68]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"So, Okay, but the reason why I'm calling is because I have a reservation may and I suppose to have my ICN confirmation number and everything ticket, I I suppose to travel tomorrow, but I will be not able to do it.\", \"timestamp\": [15.63, 33.49]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E6-1713462416.50728\", \"call_id\": \"E6-1713462416.50728-9\", \"start_time\": \"2024-04-18T17:46:56.000Z\", \"end_time\": \"2024-04-18T17:47:00.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6508610271\", \"in_bound_number\": \"8559523457\", \"agent_id\": \"58526\", \"nick\": \"Suryansh\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"suryansh.m@asaptickets.com\", \"agent_name\": \"Apoorv Mishra\", \"hangup_reason\": \"client\", \"notes\": \"ITN\", \"calculated_name\": \"Suryansh (Apoorv Mishra)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E2-1713301745.831778-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Yeah, hi, I get from email Anniversary sale\", \"timestamp\": [6.13, 15.91]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"True\", \"quotation\": \"yeah I think you saw a price that is a promotion price that is happening in February because our website is showing you the cheapest price in the whole year\", \"timestamp\": [174.01, 184.37]}], \"metadata\": {\"master_call_id\": \"E2-1713301745.831778\", \"call_id\": \"E2-1713301745.831778-3\", \"start_time\": \"2024-04-16T21:09:05.000Z\", \"end_time\": \"2024-04-16T21:09:05.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"6507032657\", \"in_bound_number\": \"8009811286\", \"agent_id\": \"23460\", \"nick\": \"Harlow\", \"call_queue\": \"23821\", \"is_transfer\": \"no\", \"agent_email\": \"harlow.j@asaptickets.com\", \"agent_name\": \"Abeyson John Thekkathil\", \"hangup_reason\": \"agent\", \"notes\": \"ITN\", \"calculated_name\": \"Harlow (Abeyson John Thekkathil)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E7-1713546394.39424-3\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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's see they have a free seat thank you Can you send me my ticket again because I'd like to print it? okay transfer will let them know about the situation\", \"timestamp\": [509.59, 545.02]}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do 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\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"I submitted my PSA number.\", \"timestamp\": [164.51, 166.21]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"True\", \"quotation\": \"me transfer it to the what do you call this one the VIP support for to change the seat to seat\", \"timestamp\": [388.75, 397.73]}, {\"id\": \"3327efb7-697b-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\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"Thank you for your follow-up.\", \"timestamp\": [3.78, 5.18]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E7-1713546394.39424\", \"call_id\": \"E7-1713546394.39424-3\", \"start_time\": \"2024-04-19T17:06:34.000Z\", \"end_time\": \"2024-04-19T17:06:35.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"5413797882\", \"in_bound_number\": \"8775687051\", \"agent_id\": \"58947\", \"nick\": \"Rogelio\", \"call_queue\": \"\", \"is_transfer\": \"no\", \"agent_email\": \"rogelio.b@asaptickets.com\", \"agent_name\": \"Peterlee Butaya Bugtong\", \"hangup_reason\": \"caller\", \"notes\": \"PH\", \"calculated_name\": \"Rogelio (Peterlee Butaya Bugtong)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E1-1713450788.1174950-12\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E1-1713450788.1174950\", \"call_id\": \"E1-1713450788.1174950-12\", \"start_time\": \"2024-04-18T14:33:08.000Z\", \"end_time\": \"2024-04-18T14:33:08.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"7735752142\", \"in_bound_number\": \"8884576656\", \"agent_id\": \"58431\", \"nick\": \"Yadeth\", \"call_queue\": \"58224\", \"is_transfer\": \"no\", \"agent_email\": \"yadeth.j@asaptickets.com\", \"agent_name\": \"Karol Jimenez\", \"hangup_reason\": \"caller\", \"notes\": \"OOJO Customer Support\", \"calculated_name\": \"Yadeth (Karol Jimenez)\"}}"}, {"metadata": "{\"source\": \"voip\", \"call_id\": \"call-E9-1713413540.138546-5\"}", "analytics": "{\"analytics\": [{\"id\": \"d702dac6-e0c3-406c-815c-9b44f783c2ce\", \"name\": \"Refund\", \"description\": \" Customer and agent  are discussion about  refunds. Look for instances where the customer expresses inquiries, concerns, or requests regarding refunds, and the agent responds accordingly.\", \"response\": \"True\", \"quotation\": \"Is there any way you can just reimburse that ticket or no? The ticket is actually for checking. It's non-refundable.\", \"timestamp\": [1798.57, 1807.44]}, {\"id\": \"45ef0d56-c7f1-4ee3-832a-c463077ca904\", \"name\": \"A: Transfer\", \"description\": \"Agent is advising the customer that 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\", \"timestamp\": null}, {\"id\": \"c3dd721a-92a1-4911-8d52-0d81ca65e4e7\", \"name\": \"Escalation: Internal - Do Not Contact/Remove from list\", \"description\": \"Customer references for their information to be removed off of the company's call/sell/mailing list.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"465df8cb-5a86-41d5-9067-2df0dc510e49\", \"name\": \"C: Disputing Charge / Chargeback\", \"description\": \"Customer is threatening with a chargeback, will dispute the charges.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"39a01d3c-0139-4c21-9403-fc67ad072ab6\", \"name\": \"C: Missed Promises\", \"description\": \"Customer is stating that they did not receive what was promised by our agency.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"84b88616-b525-4fe7-952c-51e99f60360d\", \"name\": \"Refund Voucher\", \"description\": \"In conversations about refunds, determine if agents mention vouchers to passengers. These conversations may indicate instances where passengers are discussing or requesting vouchers instead of traditional refunds or agent is offering Vouchers for refund.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"787b96cd-c30d-49cb-9d3b-521d96a1c468\", \"name\": \"C: Channel Switch - Webchat\", \"description\": \"Customer is referencing previous interaction with company by webchat.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6406c57b-ff3c-4dd6-9d55-de6990413789\", \"name\": \"Escalation: Internal - Supervisor\", \"description\": \"Customer is frustrated and requests to speak to a manager or a supervisor.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"7ad4b653-4864-4d4e-a180-9f1d17345881\", \"name\": \"C: Repeat Contact - General/Other\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization using a channel other than the call center often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"And he skipped the little, we missed that meeting on Tuesday.\", \"timestamp\": [505.54, 508.58]}, {\"id\": \"c5520e30-9022-4fa8-aa51-6a976f859c9e\", \"name\": \"Escalation: External - Attorney General\", \"description\": \"Customer is threatening that they will contact the Attorney General.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c3c3d1eb-9275-4883-ac29-af3ce8047e83\", \"name\": \"C: Agent Hanged Up\", \"description\": \"Detected hang up from the agent's side / or the customer is complaining that the previous agent hung up the call.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"ec4ea3eb-aa68-46bb-b059-814ab7f0f1f9\", \"name\": \"C: Repeat Information\", \"description\": \"Customer is frustrated that they have been repeating the same information to different agents or to the agent that is assisting during the call. Customer notes that they have been repeating themselves repeatedly.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"0fcdc5b7-0137-446a-b0b0-ca8e16a798ee\", \"name\": \"A: Transfer offer\", \"description\": \"Agent offers to transfer the customer to a different agent or department.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"3327efb7-697b-42dc-b0db-c7fe95e4f0b4\", \"name\": \"Escalation: Internal - Corporate\", \"description\": \"Customer wants to complain at the corporate level. Customer references escalation to Corporate level.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"4d6406a7-245b-47c2-b101-ebdf59ee2b6a\", \"name\": \"C: Missed Expectation : No Call Back/Follow Up\", \"description\": \"Customer is complaining that they did not receive a call back or follow up that was promised by the agent.\", \"response\": \"NA\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"92e94540-19d6-4771-b4d5-640451d60fbb\", \"name\": \"C: Missed Expectation - Not Informed\", \"description\": \"Customer is complaining that the information that they requested wasn't shared as was promised.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c17c1053-cd0f-4c9f-b541-75565436aee1\", \"name\": \"C: Objection - Competitor - Switch\", \"description\": \"Customer mentions they are switching to a different competitor for the product or service.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"001ff24c-dd33-489b-b577-5dfb2324173e\", \"name\": \"Escalation: External - Legal\", \"description\": \"Customer is threatening with legal actions.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"b08021a9-e3c4-4f81-b6e9-aef7ab8e72e9\", \"name\": \"C: Repeat Contact - Previous Calls\", \"description\": \"Customer indicates that they have already been in or attempted contact with the organization by phone often referencing a previous or unresolved issue.\", \"response\": \"True\", \"quotation\": \"goodness, I was so busy planning a wedding that I almost forgot to call.\", \"timestamp\": [93.12, 96.92]}, {\"id\": \"89e725ea-eede-40ac-b8b4-6ee1aad86882\", \"name\": \"Escalation: Internal - Complaint\", \"description\": \"Customer mentions they have a complaint about the company.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"c632435f-2826-4d00-b921-04854389ac1d\", \"name\": \"Escalation: External - BBB\", \"description\": \"Customer is threatening that they will be writing a Better Business Bureau complaint.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"6b1b4659-5615-4ea9-bd23-eaab0667bb19\", \"name\": \"Voucher\", \"description\": \"Customer and Agent are talking about Vouchers in conversations. Key words to look out for are CFU, Voucher, or CBMT. These conversations may indicate instances where agent is offering Vouchers or customer is requesting for Voucher\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}, {\"id\": \"f8904272-8ed8-400a-bd7e-ed43e5d7205f\", \"name\": \"C: Channel Switch - Website\", \"description\": \"Customer attempted to resolve their issue using the website but were unsuccessful.\", \"response\": \"False\", \"quotation\": \"None\", \"timestamp\": null}], \"metadata\": {\"master_call_id\": \"E9-1713413540.138546\", \"call_id\": \"E9-1713413540.138546-5\", \"start_time\": \"2024-04-18T04:12:20.000Z\", \"end_time\": \"2024-04-18T04:12:21.000Z\", \"call_direction\": \"In\", \"out_bound_number\": \"9072099412\", \"in_bound_number\": \"8669614156\", \"agent_id\": \"59453\", \"nick\": \"Evans\", \"call_queue\": \"22902\", \"is_transfer\": \"yes\", \"agent_email\": \"evans.i@asaptickets.com\", \"agent_name\": \"Renz Ilisan\", \"hangup_reason\": \"caller\", \"notes\": \"ITN Customer Support\", \"calculated_name\": \"Evans (Renz Ilisan)\"}}"}]
\ No newline at end of file