{ "name": "CSR Phone Call Reviewer - Template", "nodes": [ { "parameters": { "pollTimes": { "item": [ { "mode": "everyMinute" } ] }, "simple": false, "filters": { "sender": "ucnotify@pbx.scscommunications.com" }, "options": {} }, "type": "n8n-nodes-base.gmailTrigger", "typeVersion": 1.3, "position": [ -112, -16 ], "id": "2e7634cd-3804-4665-bfdc-ba5663b3b027", "name": "Gmail Trigger" }, { "parameters": { "jsCode": "const html = $json.html || $json.body || $json.text || \"\";\n\n// 1) Extract all links\nconst linkRegex = /]+href=\"([^\"]+)\"[^>]*>(.*?)<\\/a>/gi;\n\nlet matches = [];\nlet match;\n\nwhile ((match = linkRegex.exec(html)) !== null) {\n matches.push({\n url: match[1],\n text: match[2]\n });\n}\n\n// 2) Only keep SCS recording links\nconst recordings = matches\n .filter(m => m.url.includes(\"uc.scscommunications.com/get-shared\"))\n .map(m => {\n // Extract metadata from link text\n // Example text:\n // \"2398774000 -> 1002 at 01:35:08PM Nov 13 2025 (US/Eastern)\"\n const text = m.text.trim();\n\n const caller = text.split(\"->\")[0]?.trim() || \"\";\n const csr = text.split(\"->\")[1]?.split(\"at\")[0]?.trim() || \"\";\n const timePart = text.split(\"at\")[1]?.trim() || \"\";\n\n return {\n download_url: m.url,\n caller_number: caller,\n csr_extension: csr,\n timestamp: timePart\n };\n });\n\nreturn [\n {\n json: {\n recordings\n }\n }\n];\n" }, "type": "n8n-nodes-base.code", "typeVersion": 2, "position": [ 208, -16 ], "id": "4f144a3b-c02c-42f4-821b-c27455d3c4e2", "name": "Extract Recordings URLs" }, { "parameters": { "url": "={{ $('Extract Audio Ids').item.json.audio_url }}", "options": { "allowUnauthorizedCerts": true, "response": { "response": { "responseFormat": "file" } } } }, "type": "n8n-nodes-base.httpRequest", "typeVersion": 4.3, "position": [ 896, 0 ], "id": "51973e8f-8804-4609-9bac-c7b3f7b59ec7", "name": "HTTP Request" }, { "parameters": { "resource": "audio", "operation": "analyze", "modelId": { "__rl": true, "value": "models/gemini-2.5-flash", "mode": "list" }, "text": "You are a world-class Call Quality Assurance Manager and an expert call-quality auditor for an appliance repair company. \n\nYour job is to analyze a phone call transcript and score the CSR’s performance using the scoring matrix below.\nYour output must be strict JSON with no explanation outside of the JSON object.\n\n### SCORING RULES (1–100 scale)\n- 1–20 → Very Poor \n- 21–40 → Needs Improvement \n- 41–60 → Average \n- 61–80 → Good \n- 81–100 → Excellent \n\n### CATEGORIES TO SCORE\n1. **Greeting & Professionalism (1–100)** \n - Was the greeting friendly? \n - Did the CSR state their name? \n - Was the tone professional and confident?\n - Did the agent say:\n“Thank you for calling Appliance GrandMasters, this is ___, how may I help you?”\n - Did the agent verify/update customer profile information?\n - Did the agent request the correct info to create or update a dispatch?\n\n2. **Active Listening & Understanding (1–100)** \n - Did the CSR listen without interrupting?\n - Used effective call-control techniques \n - Did they understand and acknowledge the customer’s issue? \n - Did they use clarifying questions appropriately?\n - \n\n3. **Helpfulness & Problem Resolution (1–100)** \n - Did the CSR provide a clear solution or next step? \n - Were answers accurate and helpful? \n - Did the CSR take ownership of the customer's issue?\n - Ensured the customer felt taken care of\n\n4. **Confidence & Product/Service Knowledge (1–100)** \n - Did the CSR sound confident? \n - Did they demonstrate knowledge about services, scheduling, or troubleshooting? \n - Any hesitation, uncertainty, or misinformation?\n\n5. **Closing, Friendliness & Customer Care (1–100)** \n - Did the CSR close the call politely? \n - Did they make the customer feel supported? \n - Was the goodbye friendly and professional?\n - Maintained a positive brand image\n - Provided final assistance\n\n### ADDITIONAL OUTPUT\n- **overall_sentiment**: “positive”, “neutral”, or “negative”\n- **overall_score**: Average of all category scores (rounded to nearest whole number)\n- **csr_name**: If mentioned (otherwise return null)\n- **caller_number**: If identifiable (otherwise null)\n- **strengths**: 3–5 bullet points\n- **improvements**: 2–4 bullet points\n- **summary**: 3–6 sentence professional summary of the call\n\n### REQUIRED OUTPUT FORMAT\nReturn ONLY valid JSON in this exact structure:\n\n{\n \"csr_name\": \"\",\n \"caller_number\": \"\",\n \"overall_sentiment\": \"\",\n \"scores\": {\n \"greeting_professionalism\": 0,\n \"listening_understanding\": 0,\n \"helpfulness_resolution\": 0,\n \"confidence_knowledge\": 0,\n \"closing_customer_care\": 0\n },\n \"overall_score\": 0,\n \"strengths\": [],\n \"improvements\": [],\n \"summary\": \"\"\n}\n\n", "inputType": "binary", "options": {} }, "type": "@n8n/n8n-nodes-langchain.googleGemini", "typeVersion": 1, "position": [ 1344, 0 ], "id": "b9058304-a493-4a4e-92af-bf2dcf2bfcfd", "name": "Analyze audio" }, { "parameters": { "jsCode": "for (const item of items) {\n if (item.binary?.data) {\n // Normalize incorrect MIME type\n item.binary.data.mimeType = \"audio/wav\";\n\n // Ensure file extension is correct\n item.binary.data.fileExtension = \"wav\";\n }\n}\n\nreturn items;\n" }, "type": "n8n-nodes-base.code", "typeVersion": 2, "position": [ 1120, 0 ], "id": "7c80f7ac-61fb-47fd-bd83-f1ce34fe59fc", "name": "Convert to WAV" }, { "parameters": { "operation": "append", "documentId": { "__rl": true, "value": "YOUR_ID", "mode": "list" }, "sheetName": { "__rl": true, "value": "gid=0", "mode": "list" }, "columns": { "mappingMode": "defineBelow", "value": { "Date of Call": "={{ $json.DateofCall }}", "Caller Number": "=", "Extension": "=", "CSR": "={{ $('Extract Date').item.json.csr_name }}", "Overall Sentiment": "={{ $('Parse Json').item.json.overall_sentiment }}", "Greeting": "={{ $('Parse Json').item.json.scores.greeting_professionalism }}", "Listening": "={{ $('Parse Json').item.json.scores.listening_understanding }}", "Helpfulness": "={{ $('Parse Json').item.json.scores.helpfulness_resolution }}", "Confidence": "={{ $('Parse Json').item.json.scores.confidence_knowledge }}", "Overall Score": "={{ $('Parse Json').item.json.overall_score }}", "Improvements": "={{ $('Parse Json').item.json.improvements }}", "Summary": "={{ $('Parse Json').item.json.summary }}", "Strengths": "={{ $('Parse Json').item.json.strengths }}", "Closing": "={{ $('Parse Json').item.json.scores.closing_customer_care }}" }, "matchingColumns": [], "schema": [ { "id": "Date of Call", "displayName": "Date of Call", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true }, { "id": "CSR", "displayName": "CSR", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true }, { "id": "Extension", "displayName": "Extension", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true }, { "id": "Caller Number", "displayName": "Caller Number", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true }, { "id": "Overall Sentiment", "displayName": "Overall Sentiment", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true }, { "id": "Greeting", "displayName": "Greeting", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true }, { "id": "Listening", "displayName": "Listening", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true }, { "id": "Helpfulness", "displayName": "Helpfulness", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true }, { "id": "Confidence", "displayName": "Confidence", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true }, { "id": "Closing", "displayName": "Closing", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true }, { "id": "Overall Score", "displayName": "Overall Score", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true }, { "id": "Strengths", "displayName": "Strengths", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true, "removed": false }, { "id": "Improvements", "displayName": "Improvements", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true }, { "id": "Summary", "displayName": "Summary", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true } ], "attemptToConvertTypes": false, "convertFieldsToString": false }, "options": { "useAppend": true } }, "type": "n8n-nodes-base.googleSheets", "typeVersion": 4.7, "position": [ 2304, 80 ], "id": "c4af5041-9886-49a0-9ec7-066ad61866f5", "name": "Append row in sheet" }, { "parameters": { "jsCode": "const input = $('Extract Recordings URLs').first().json.recordings[0].timestamp || \"\";\nlet dateText = \"\";\n\ntry {\n // Remove everything before AM/PM and after the parenthesis\n // Example input: \"12:53:41PM Nov 13 2025 (US/Eastern)\"\n dateText = input\n .replace(/^.*(AM|PM)\\s*/i, \"\") // strip everything up to AM/PM\n .replace(/\\s*\\(.*\\).*$/, \"\") // strip everything after the timezone\n .trim(); // clean extra spaces\n} catch (err) {\n dateText = `[ERROR: ${err.message}] ${input}`;\n}\n\nif (!dateText) {\n dateText = `[ERROR extracting date] ${input}`;\n}\n\nreturn [{\n json: {\n ...$json,\n \"Date of Call\": dateText\n }\n}];\n" }, "type": "n8n-nodes-base.code", "typeVersion": 2, "position": [ 1792, 0 ], "id": "e406a00e-d67d-4873-be81-e4527aaf0954", "name": "Extract Date" }, { "parameters": { "jsCode": "// Get the raw Gemini output (usually inside $json.content.parts[0].text)\nconst raw = $json.content?.parts?.[0]?.text || \"\";\n\n// Extract the JSON inside the ```json ... ``` block \nlet jsonString = raw;\n\n// Remove markdown fences if present\njsonString = jsonString\n .replace(/```json/i, \"\")\n .replace(/```/g, \"\")\n .trim();\n\nlet parsed;\n\ntry {\n parsed = JSON.parse(jsonString);\n} catch (err) {\n return [\n {\n json: {\n success: false,\n error: \"Failed to parse JSON\",\n raw_text: raw,\n jsonString\n }\n }\n ];\n}\n\nreturn [\n {\n json: {\n success: true,\n ...parsed\n }\n }\n];\n" }, "type": "n8n-nodes-base.code", "typeVersion": 2, "position": [ 1568, 0 ], "id": "8db9a000-69bd-4a69-a285-151846c23b0a", "name": "Parse Json" }, { "parameters": { "options": {} }, "type": "n8n-nodes-base.splitInBatches", "typeVersion": 3, "position": [ 656, -16 ], "id": "00e04819-adc8-46ab-b3fd-1d6febd55c48", "name": "Loop Over Items" }, { "parameters": { "assignments": { "assignments": [ { "id": "7f0da315-0e3a-4484-a26a-697183d7cf78", "name": "DateofCall", "value": "={{ $json['Date of Call'] }}", "type": "string" } ] }, "options": {} }, "type": "n8n-nodes-base.set", "typeVersion": 3.4, "position": [ 2000, 0 ], "id": "f906c3ef-5610-4cfc-bef8-edf2c684b726", "name": "Edit Fields" }, { "parameters": { "jsCode": "// input is: items[0].json.recordings (array)\nconst output = [];\n\nfor (const rec of items[0].json.recordings) {\n\n // Extract access_id from query param\n const accessId = rec.download_url.split(\"access_id=\")[1];\n\n // Build the REAL audio playback URL\n const audioUrl = `https://be.scscommunications.com/api/internal/recording/${accessId}/play_shared`;\n\n // Optional: verify with fetch (this works in n8n)\n let success = false;\n try {\n const res = await fetch(audioUrl, { method: \"GET\" });\n success = res.ok;\n } catch (e) {\n success = false;\n }\n\n output.push({\n access_id: accessId,\n audio_url: audioUrl,\n success\n });\n}\n\nreturn output.map(o => ({ json: o }));\n" }, "type": "n8n-nodes-base.code", "typeVersion": 2, "position": [ 384, -16 ], "id": "feb2e0eb-2538-424e-8e23-7517d51c231d", "name": "Extract Audio Ids" }, { "parameters": { "content": "## Step 1 \n**Connect Your Email Account (Trigger Node)**\n\nThis automation starts when a call recording email arrives.\nOpen the Email Trigger node\n\n\nChoose your email provider (Gmail, IMAP, etc.)\n\n\nClick Create New Credential\n\n\nSign in and authorize access\n", "height": 592, "width": 416 }, "type": "n8n-nodes-base.stickyNote", "position": [ -304, -304 ], "typeVersion": 1, "id": "00d337d3-69a5-47f1-ad2c-d0e1065215d2", "name": "Sticky Note" }, { "parameters": { "content": "## Step 2\n**Set Up AI Credentials (OpenAI Node)**\n\nThis is the “listener” part of the automation.\n\n- Open the AI Analysis node\n- Click Create New Credential\n- Paste your OpenAI API key\n\nReview the Call Evaluation Prompt (Optional but Recommended)\n\n\n\n", "height": 736, "width": 272, "color": 5 }, "type": "n8n-nodes-base.stickyNote", "position": [ 1248, -320 ], "typeVersion": 1, "id": "297e66ec-91de-45a7-b663-49aaf96af50d", "name": "Sticky Note1" }, { "parameters": { "content": "## Step 3\n**Connect Google Sheets (Logging Results)**\n\nThis is where call reviews are stored.\n\n- Open the Google Sheets node\n- Create a new Google Sheet\n- Copy / Paste the Sheet ID or Choose from list\n\n\nConnect your Google account via credentials\n\n\n", "height": 720, "width": 368, "color": 4 }, "type": "n8n-nodes-base.stickyNote", "position": [ 2144, -336 ], "typeVersion": 1, "id": "233d25db-9e88-41e2-8a0d-1b0625d224ab", "name": "Sticky Note2" } ], "pinData": {}, "connections": { "Gmail Trigger": { "main": [ [ { "node": "Extract Recordings URLs", "type": "main", "index": 0 } ] ] }, "Extract Recordings URLs": { "main": [ [ { "node": "Extract Audio Ids", "type": "main", "index": 0 } ] ] }, "HTTP Request": { "main": [ [ { "node": "Convert to WAV", "type": "main", "index": 0 } ] ] }, "Convert to WAV": { "main": [ [ { "node": "Analyze audio", "type": "main", "index": 0 } ] ] }, "Analyze audio": { "main": [ [ { "node": "Parse Json", "type": "main", "index": 0 } ] ] }, "Extract Date": { "main": [ [ { "node": "Edit Fields", "type": "main", "index": 0 } ] ] }, "Parse Json": { "main": [ [ { "node": "Extract Date", "type": "main", "index": 0 } ] ] }, "Loop Over Items": { "main": [ [], [ { "node": "HTTP Request", "type": "main", "index": 0 } ] ] }, "Append row in sheet": { "main": [ [ { "node": "Loop Over Items", "type": "main", "index": 0 } ] ] }, "Edit Fields": { "main": [ [ { "node": "Append row in sheet", "type": "main", "index": 0 } ] ] }, "Extract Audio Ids": { "main": [ [ { "node": "Loop Over Items", "type": "main", "index": 0 } ] ] } }, "active": false, "settings": { "executionOrder": "v1", "availableInMCP": false }, "meta": { "templateCredsSetupCompleted": false } }