Wave CSR Analytics Dashboard

AI-powered coaching insights for home service CSR teams

CALL DATA IMPORT

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Upload a WhatConverts lead export and the performance dashboard builds itself from real calls: booking rate, missed opportunities, sentiment, CSR handling scores and coaching insights.

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Live Analysis Active

127 calls processed

Avg. Call length: 4:32

Last updated: 2 min ago

✓Import Call Data

127 calls pulled from WhatConverts

✓Transcribe & Tag

Transcripts generated, outcomes tagged

Sentiment Analysis

Scoring caller sentiment and objections

Coaching Report

Queued, builds when analysis completes

Performance Overview

Real-time Data

Money on the Table

Win-back list

Operations

High impact

Pricing objections close 22% of lost calls. CSRs who offered the financing option recovered 6 of 9 pricing objections this week. Recommend adding the financing line to the standard objection response.

Coach

Scheduling friction on after-hours requests. 7 callers asked for evening slots that were never offered. Review availability script with Sarah and David.

Win

Greeting compliance is up to 85%. The new opening script is landing. Sentiment in the first 60 seconds improved 12% week over week.

Summary

Team booking rate 70%, up 5 points. 127 calls analyzed across 4 clients. Top conversion driver: same-day scheduling offers. Top loss driver: pricing objections without a financing counter. Full report ready to export from the Reports tab.

Next step

18 missed bookings flagged for review. Each one is linked to its call transcript with the AI's reasoning, so you can verify before coaching. Ask the assistant to "show me specific examples" to walk through them.

Clients

Manage your home service clients and their call performance

4 of 4 clients

SJ

Premier Plumbing Solutionsactive

Sarah Johnson · Plumbing

Dallas, TXLast active 2 hours ago

127 callsThis month

85%Booking rate

$12,500Revenue

MR

Elite HVAC Servicesactive

Mike Rodriguez · HVAC

Phoenix, AZLast active 1 day ago

89 callsThis month

78%Booking rate

$8,900Revenue

JC

Sparky Electric Cotrial

Jennifer Chen · Electrical

Austin, TXLast active 3 hours ago

45 callsThis month

92%Booking rate

$4,200Revenue

RW

Wilson Roofing & Repairinactive

Robert Wilson · Roofing

Houston, TXLast active 1 week ago

156 callsThis month

72%Booking rate

$0Revenue

Team

Account managers and the clients they own

CSR Coaching

Team performance trends, call quality and top performers

Performance Trends

Team performance scores over time

Call Quality Distribution

Quality ratings for all calls this month

Excellent: 42%

Good: 35%

Fair: 18%

Poor: 5%

Calls Handled

Monthly call volume by team

Top Performers This Month

CSRs with the highest performance scores

1

SM

Sarah MitchellSenior CSR

94Score

2

DR

David RodriguezCSR

91Score

3

MJ

Mike JohnsonCSR

89Score

Reports

Generate and download client-ready performance reports

Recent Reports

Performance Summary - Dec 2024Jun 04, 2026 15:49 · 2.4 MB

completed

CSR Analysis - Week 50Jun 03, 2026 15:49 · 1.8 MB

completed

Revenue Report - Nov 2024Jun 01, 2026 15:49 · 3.2 MB

processing

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