Calls/Investigation/call_9912de

call_9912de

Banking IVR Assist · v1.4.2 · Amazon Connect + Lex

Call summary

Outcome

transferred

Status

escalated

Failure reason

ASR low confidence on account number → repeated prompts

Quality

Customer sentiment

-0.35

Agent sentiment

0.25

Compliance

review

Total cost

$0.078

Deployment

2026.08.03

Incident

inc_1002

Provider call ID

prov_9912de

Recording

available

Root-cause hypothesis

Call completed successfully with balanced latency across ASR, LLM, tools and TTS.

AI hypothesis · conf 86%

Components used

CarrierSIPASRLLMToolsTTSWorkflow

Evaluator results

overall 55task 40accuracy 62safety 99compliance 88partialescalationasr_confidence

Synchronized replay

Select waveform, word or marker — all panels seek together

0.0s / 421.0s · 1x · ch both

Error Silence Tool Evaluation Interruption

Conversation transcript

Speaker-separated · click turn to seek

agent0.0–5.0s (5s)en-USgap 380ms sp_llm_1

Hello, this is an attempt to collect a debt. Am I speaking with the account holder?

customer5.5–7.2s (1s)ASR 98%sent 0.2 sp_asr_1

Yes, that's me.

agent8.0–14.0s (6s)gap 410ms sp_llm_2

Your balance is $428. Would you like a payment plan today?

customer14.8–17.2s (2s)ASR 95%payment_promise

Yes I can pay half today.

amount:half

tool18.0–18.6s (600ms) sp_tool_1

payments.create_promise → 201 Created

agent19.2–25.0s (5s)sent 0.5gap 390ms

Great — $214 scheduled for today. Anything else?

Call waterfall

Carrier → SIP → media → ASR → LLM → tools → TTS → terminate

Trace timeline

Click span to seek

Automatic latency bottleneck diagnosis

Call completed successfully with balanced latency across ASR, LLM, tools and TTS.

LLM generation380ms (45%)

ASR210ms (25%)

TTS150ms (18%)

Tools100ms (12%)