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Feature list

A complete list of everything e9Kontrol does, grouped by area. Use it to find a feature and jump to its dedicated page.

AI call analysis​

Every call pulled from your CRM is analyzed automatically. This is what the analysis produces:

  • Call Quality Score — a 1–5 rating of the call (green = good, red = poor).
  • Six-stage evaluation — Greeting, Needs Discovery, Pain Identification, Presentation, Objections Handling, and Closing Deal are each scored separately.
  • Call Story — the Hook (what the client said they wanted), the Reality (what they actually wanted), and the Result (how it ended).
  • Sentiment — the client's mood: 😊 Positive, 😐 Neutral, 😟 Hesitant, 😠 Frustrated, 😡 Negative.
  • Lead rank — 🔥 Hot, 🌡 Warm, ❄️ Cold, ✗ Unqualified.
  • Call difficulty — Easy → Extreme; balances scores across calls.
  • Disposition — the outcome: sale closed, appointment booked, callback, rejection, technical drop, support complaint, stall.
  • Violations — rules broken, split into compliance (mandatory) and technique (coaching opportunities).
  • Hard fail — a critical violation that fails the call regardless of its score.
  • Failed checks — the mandatory items the agent missed, listed per stage.
  • Client objections — every objection the client raised, with a handling-quality badge and the agent's response.
  • Extracted facts — the entities pulled from the transcript (product, budget, timeline, etc.).
  • Lead temperature — how hot the lead is, inferred from the call.
  • Call rhythm — a visual energy map of the conversation (peaks and valleys).
  • Sub-quality scoring — 18 fine-grained sub-skills (three per stage, e.g. "Identity & Intent", "Engaging Value Hook", "Tone & Control") rated in the performance waveform.
  • Sentiment journey — how the client's mood shifted during the call (recovered, improved, unchanged, declined).
  • Coaching insight — the lowest-scoring stage and a concrete recommendation for it.
  • Strengths & opportunities — what the agent did well and where to improve.
  • Action plan — a checklist to work through after the call.
  • Audio playback — listen to the recording with subtitles (switchable language).

Brief call analysis​

Short calls (wrong numbers, hang-ups, gatekeepers) get their own dedicated analysis:

  • Brief-call reason — Not Serviceable, Line Dropped, Client Busy (Callback), Hard Rejection, Wrong Person.
  • Disconnect reason — Technical Drop, Client Frustrated, Accidental Hangup, Dead Air.
  • Disqualification — why a lead was disqualified (location, service, budget, medical, competitor) and who revealed it.
  • Rejection type — Reflex Brush-off, Hostile Hangup, Competitor Loyal.
  • Reached party — Complete Wrong Number, Relative/Friend, Gatekeeper, No Longer Employed.
  • CRM recommended status — the system tells you what to do in your CRM (remove number, update contact, log misdial, schedule callback).
  • Drop phase — the stage at which the call dropped.
  • Coaching verdict — handled correctly, missed opportunity, poor service, poor exit, and more.
  • Behavioral ratings — opener style, hook effectiveness, commitment level, politeness, handling efficiency, info accuracy, helpfulness, exit grace, and agent efficiency.

Dashboard​

A live overview of your team's performance, updating automatically:

  • KPI cards — calls analyzed, average score, hard fails, and violations.
  • Score trend — how scores change over time.
  • Stage performance — which of the six stages are strong or weak.
  • Call mix — the distribution of call types.
  • Call volume trend — how many calls came in over time.
  • Top managers — ranked by score and volume.
  • Coaching focus — the managers who need attention most.
  • Violations summary — compliance, technique, and hard-fail counts.
  • Top objections — the most common client objections.
  • Call outcomes — how calls ended (sale, appointment, callback, rejection, drop).
  • Sentiment & lead quality — client mood and lead heat distributions.
  • Recent alerts — the latest hard-fail and low-score alerts.
  • Risk Zone stats — a compact count of risks.
  • Date filter — analyze any period.

Calls list​

  • Columns — date, manager, call type, lead rank, links, score, and hard-fail flag.
  • Filters & search — filter by manager, call type, lead rank, hard fail, and date range.
  • Play & CRM links — open the recording or jump to the lead in your CRM from the list.

Call view​

Open any call for the full analysis across four tabs (see Call view reference):

  • Header — agent, date, duration, pipeline, badges (type/rank/sentiment/difficulty), and the dual-ring score gauge.
  • Call Overview — violations, call story, stage pipeline, coaching insight, and objections.
  • Performance & Compliance — failed checks, call rhythm, and technique/compliance deductions.
  • Client Intelligence — voice of the customer, intents, lead temperature, difficulty, and extracted facts.
  • Coaching & Growth — score trend, strengths, opportunities, and action plan.
  • Audio player — playback with subtitles and language switching.

Risk Zone​

  • Card view — every hard-fail and low-score call in one place.
  • Severity & reasons — why each call was flagged.
  • Filters — by period, risk type, call type, and manager.
  • Deep dive — jump straight into a flagged call's analysis.

CRM integration​

  • amoCRM, SalesRender, Bitrix24 — connect any supported CRM.
  • Automatic pull — recordings are fetched from your CRM automatically.
  • Pipeline statuses — choose which CRM stages are analyzed.
  • Lead field filters — filter calls by the values in your CRM fields.

QA Playbook (Company Settings)​

Configure the rules every call is scored against (see Company Settings):

  • General — company niche and the facts to extract from every call.
  • Global Rules — the 1–5 rubric, violation weights, call difficulty, and lead ranks.
  • Six stage rubrics — a 1–5 rubric per stage, plus stage context and mandatory items.
  • Smart Playbook — auto-draft a playbook from a document or good-call recordings (15 min of balance per generation).
  • Alerts — which Telegram chats receive alerts.

Departments​

  • Per-department playbook — each department can have its own scoring rules.
  • Per-department alerts — route alerts to different chats per department.
  • Company-level fallback — a shared playbook when a department has none.

Users & roles​

  • Three roles — Company Admin (full access), Head of ROP (playbook + CRM), Manager (view only).
  • Activate/deactivate — turn access on or off without deleting history.
  • Bulk actions — activate or deactivate many users at once.

Telegram alerts​

  • Connect chats — link Telegram chats via a token.
  • Chat rules — decide which alerts go where.
  • Hard-fail & low-score alerts — get notified the moment a risky call is analyzed.

Billing​

  • Plans — XS, M, L, XL with different minute allowances.
  • Balance — remaining analysis minutes, with welcome and loyalty bonuses.
  • Per-call and per-generation costs — calls consume minutes; Smart Playbook costs 15 min.

Languages​

  • English, Spanish, Russian — the interface and documentation are available in three languages.