Product 06
Edge Case Discovery
Finds the situations your scorecard never planned for, along with transcript lines that show each one. Built to improve automatically from every call.
Edge Case Discovery — This week4 new
Total cases found
421
Unhandled
78
Partially handled
140
Unhandled47 calls
Customer references a previous call agent
Unhandled31 calls
Call drops and customer calls back mid-script
Partial112 calls
Customer asks for product variant not in flow
Partial28 calls
Third-party verification required mid-call
Handled203 calls
Customer requests Hindi-only conversation
What it finds that your scorecard misses
Unseen scenario detection
Automatically clusters calls that don't fit any existing workflow category. Every cluster comes with representative transcript lines.
Severity scoring
Each discovered case is scored by frequency and escalation risk. High-severity gaps get surfaced first.
Trend tracking
See whether a new edge case is growing, stable, or shrinking week over week — and whether it's linked to specific agents, regions, or product lines.