Conversations
Call history
Recent voice AI collections calls with outcomes and recordings.
Calls today
1,284
1,246 connected this month
Average handle time
3m 12s
Down 22 seconds
Containment rate
81%
Handled without a human agent
Customer sentiment
4.4 / 5
Based on 1,246 conversations
Connect rate
64%
Peak 09:00–10:00
Right-party contact
72%
Verified against KYC on file
Escalations
19%
Handed to human collectors
Cost per resolved call
AED 3.85
Vs AED 14.20 for agent-led calls
Hourly call volume & connect rate
Calls attempted and percentage connected by hour
Weekly average handle time
Seconds per connected conversation
Today’s conversations
Outcome, language and value captured on every call
| Time | Customer | Campaign | Attempt | Language | Duration | Outcome | Disposition reason | Value | Sentiment | |
|---|---|---|---|---|---|---|---|---|---|---|
| 09:48 | Omar Al Mansoori GB-8421 | Early bucket nudge | #1 | Gulf Arabic | 4m 12s | Promise to pay | Agreed installment plan | AED 6,120 | Positive | |
| 09:41 | Layla Al Qassimi GB-1904 | Bucket 2 recovery | #2 | English | 3m 05s | Callback booked | Requested evening callback | — | Neutral | |
| 09:33 | Saif Al Muhairi GB-6648 | Early bucket nudge | #1 | English | 2m 44s | Paid in full | Settled via app during call | AED 21,975 | Positive | |
| 09:26 | Fatima Al Mazrouei GB-3072 | Hardship outreach | #3 | Gulf Arabic | 5m 31s | Hardship raised | Job loss, referred to welfare desk | — | Concerned | |
| 09:18 | Ahmed Al Marzooqi GB-5186 | Bucket 3 recovery | #4 | Mixed | 1m 12s | No answer | Voicemail left | — | — | |
| 09:04 | Noura Al Suwaidi GB-9014 | Bucket 3 recovery | #2 | Gulf Arabic | 6m 02s | Dispute logged | Disputes late fee amount | AED 3,400 | Negative | |
| 08:52 | Rashid Al Qubaisi GB-7731 | Early bucket nudge | #1 | English | 3m 47s | Partial payment | Paid 40% now, rest on payday | AED 2,500 | Positive | |
| 08:39 | Sara Al Khoori GB-2205 | Early bucket nudge | #1 | Gulf Arabic | 2m 18s | Promise to pay | Salary due in 3 days | AED 4,880 | Neutral | |
| 08:31 | Khalid Al Falasi GB-4417 | Bucket 4 pre-legal | #5 | Gulf Arabic | 7m 40s | Escalated to agent | Requested settlement above authority | — | Negative | |
| 08:22 | Shamma Al Hosani GB-3390 | Bucket 2 recovery | #2 | English | 2m 56s | Promise to pay | Committed to standing instruction | AED 3,150 | Positive | |
| 08:15 | Mohammed Al Zaabi GB-6079 | Bucket 3 recovery | #3 | Gulf Arabic | 4m 03s | Callback booked | Travelling, call back next week | — | Neutral | |
| 08:07 | Abdulla Al Awadhi GB-1188 | Early bucket nudge | #1 | English | 1m 58s | No answer | Line busy | — | — | |
| 07:58 | Aisha Al Nuaimi GB-2244 | Hardship outreach | #2 | Gulf Arabic | 6m 44s | Hardship raised | Medical hardship, restructure requested | — | Concerned | |
| 07:49 | Saeed Al Shehhi GB-5502 | Bucket 4 pre-legal | #6 | English | 3m 21s | Dispute logged | Claims payment already made | AED 8,900 | Negative | |
| 07:41 | Mariam Al Shamsi GB-7765 | Bucket 2 recovery | #1 | Gulf Arabic | 3m 09s | Paid in full | Cleared full balance via IVR | AED 5,640 | Positive | |
| 07:33 | Hassan Al Rashdi GB-9931 | Bucket 3 recovery | #2 | Mixed | 2m 27s | Promise to pay | Will pay after Eid bonus | AED 2,980 | Neutral | |
| 07:24 | Fatima Al Kaabi GB-4456 | Early bucket nudge | #1 | Gulf Arabic | 2m 02s | Promise to pay | Auto-debit reactivated | AED 1,760 | Positive | |
| 07:16 | Tariq Al Balushi GB-6621 | Bucket 4 pre-legal | #4 | English | 5m 12s | Escalated to agent | Legal notice questions | — | Negative |
Outcome mix
Share of connected conversations this month
Escalations to human agents
19% of conversations handed over
- 84 hardship cases routed to the welfare desk.
- 46 disputes routed to back office for evidence review.
- 31 settlement requests above the agent’s authority.
- 12 customers explicitly asked for a human agent.
Top disposition reasons
Most common reasons logged across connected calls this month
| Reason | Calls | Share |
|---|---|---|
| Agreed installment plan | 312 | 24.3% |
| Requested callback | 268 | 20.9% |
| Voicemail / no answer | 231 | 18.0% |
| Salary pending confirmation | 164 | 12.8% |
| Disputes fee or amount | 121 | 9.4% |
| Hardship / restructure request | 98 | 7.6% |
| Escalated above bot authority | 90 | 7.0% |
Agent vs human comparison
Noor voice AI compared with human collectors this month
| Metric | Noor AI | Human |
|---|---|---|
| Calls per hour | 148 | 22 |
| Avg handle time | 3m 12s | 6m 45s |
| Cost per call | AED 1.10 | AED 9.40 |
| Promise-to-pay rate | 38% | 41% |
| Availability | 24/7 | 9am–7pm |
Sentiment distribution
Across all connected calls this month
Language mix
Primary conversation language detected
Recent transcript highlights
Notable quotes captured verbatim by Noor
Sure, I can settle it in two installments before the 20th.
Omar Al MansooriEnglish — clear promise to pay"Zain, bas khalini asawi el daf3a b3ad rawatib." — gloss: "Okay, but let me make the payment after my salary."
Sara Al KhooriGulf Arabic transliteration"Ana ma waafagt 3ala hal rasoom, laazim tetha8go." — gloss: "I did not agree to these fees, you must verify."
Noura Al SuwaidiGulf Arabic transliteration — dispute raisedI lost my job last month, can we talk about restructuring the payments?
Fatima Al MazroueiEnglish — hardship flagged