Alerts on the calls that matter
Tell Vocal what’s worth knowing about, like a cancellation or a complaint. When a call matches, you see the line that raised it — something to look into, not a verdict.
Analytics & oversight
Know how your team is doing, and why.
Calls, answer rate, missed calls, and texts for the team and for each person, with the conversations behind the numbers.
Team analytics is included in the Growth and Scale plans.
Call counts don’t tell you how the calls went.
See the numbers, then the conversations behind them — and step in while it still matters.
Coach without interrupting
Send a rep a tip mid-call that only they hear, or join the call when it needs you. The customer never hears the coaching.
Oversight in the moment
Ava LewisCalls · Pricing questions left open
Leo GrantCalls · Evening calls going unansweredEverything in Analytics & oversight
Analytics
- Team totals: Calls, answer rate, missed calls, and texts.
- Per person: Each teammate’s calls, answer rate, and messages.
- Compare periods: Every number against the period before.
- Hourly breakdowns: Today’s calls by the hour, against yesterday.
- Your workspace time zone: Days and hours follow your workspace’s time zone.
Live
- See every live call: Every active call with its live transcript.
- Listen to live calls: Hear a call in progress from your desk.
- Whisper coaching: Send tips only the rep hears.
- Join a live call: Step into the call when it needs you.
Alerts
- Custom alert rules: Decide what gets flagged, per group.
- The exact moment in the call: The exact line and moment in the call.
- Choose who gets notified: Notify the managers who need to know.
Access
- Managers see their groups: Managers see the numbers they manage.
- Members see their own work: Everyone else sees their own work.
- Admins see the whole company: The whole company, plus the daily brief.