Feature
Catch critical errors before they become complaints
The most dangerous errors are rare — which is exactly why random sampling misses them. CallSea checks every single call.
What counts as a critical error
An event that invalidates a call regardless of the rest of the score: no consent to recording, skipped identity verification, incorrect contract information, an unfounded promise, a missing mandatory clause. You define them yourself, as a separate rule category matched to your industry’s requirements.
An alert with a quote, not a hunch
A detected error lands on the dashboard as an alert naming the agent, campaign, time and — crucially — the exact transcript quote. Instead of listening through the whole call, you click and see the disputed fragment, with audio playback of that moment.
Same-day reaction
Analysis finishes minutes after the call, so a morning mistake is visible before the shift ends. Quality work changes character: instead of a post-mortem after a complaint — a correction before the error repeats.
Frequently asked questions
Do critical errors lower the call score?
A critical error is a separate category — rather than lowering an average, it triggers an alert that requires a reaction. Serious events don’t get diluted in the mean.
What if AI flags a call incorrectly?
Every alert links to the call and transcript quote, so a human verifies it in seconds. Recurring false alarms signal an imprecise rule — refine the definition and subsequent calls are scored against it.