Nobody does. That's the honest answer, and it's why service leaders have volume numbers but no idea what's actually being said. You know you took 900 calls last week. You have no idea six of them were the same customer getting angrier.
Not a report. A short list of situations in your queue right now that a human needs to look at.
Somebody has called three times about one problem and still has no answer. Each call looked fine on its own. Together it's a customer about to go over your head.
Legal action. A review. Cancelling. The ones where whatever happens next is public and permanent.
Which of your sites is generating more upset customers than the others, and the specific conversations behind it.
Billing questions up a third this month. One product generating half your tickets. The pattern behind the queue, with the conversations attached.
A customer who started furious and ended the call fine. Worth knowing about, and worth telling the person who handled it.
When a customer disputes what your technician said, find that conversation and read it. Everyone ends up looking at the same thing.
A dealer group had a customer working their way through three separate stores, making legal threats at each one. Every location handled their own call and moved on. None of them knew about the other two.
It was flashing red on the service executive's screen as the calls came in.
Six in ten reschedules at a 58-location imaging group came down to one thing: nobody was running insurance pre-authorization before the appointment.
Every one of those calls looked like a routine reschedule. In aggregate it was the biggest fixable problem in the business.
It doesn't score your people. There's no grade on your advisors, no ranking, and no coaching report going to anybody. Service teams get suspicious of tools like this for good reason, and that isn't what this is.
It also doesn't route your tickets or run your queue. It tells you and your team what's happening. Your systems and your people do the work.