TechRadarby 1Stream
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TechRadar · Beta open

Hear your entire service desk.
Every call. Every day.

Gong and Observe.AI score sales calls. Nobody scores MSP service-desk calls, with PSA-native context and call-level evidence. That is the ground TechRadar occupies, and the beta is open.

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Technician Scorecard
Jake Morrison
Composite
86
Technical Accuracy
91
Talk vs Listen
78
Empathy & Client Voice
72
SOP Adherence
88
Follow-Through
83
Next-Steps Clarity
69
Scope & Revenue Awareness
74
Talk / listen 42:58 · every score links to the call that earned it
Follow one call

What happens to a single call inside TechRadar.

Thu 9:42 AM · The call
A client calls. Third SharePoint issue this month.
Lauren picks up. 1Stream opens the ticket, logs the time, and starts the transcript on its own. Nobody types a note.
Inbound · Thu 9:42 AM · Bayside Legal
Lauren K. picks up
CLIENT“...we can't get into SharePoint again. This is the third time this month...”
LAUREN“I hear you, and that's genuinely frustrating. Let's sort it out right now.”
Ticket opened and time logged automatically by 1Stream · transcribed live · PII stripped in memory
Thu 10:04 AM · The score
The score separates what went right from what went wrong.
Her empathy scored 94. Her SharePoint depth did not. Both are on the record, with the evidence quoted from the call.
This call · scored within minutes
Great instincts. One gap.
Call score
78
Technical Accuracy
58
Talk vs Listen
81
Empathy & Client Voice
94
SOP Adherence
84
Follow-Through
88
Next-Steps Clarity
71
Scope & Revenue Awareness
76
Click any number and the evidence is quoted from the call. No score is a mystery.
Thu 10:05 AM · The risk
Her empathy won the call. The repeat issue is the risk.
Three SharePoint calls in a month is churn language waiting to happen. Bayside Legal gets flagged while it is still cheap to fix.
Client risk · flagged Thu 10:05 AM
Bayside Legal
SharePoint auth · repeat issue · 3rd call this month
Client sentiment trending down across those calls
From today's call
“This is the third time this month.”
Flagged before the QBR
Root-cause candidate, not another reset. Surfaced while it is still a fix, not an apology.
Thu 4:15 PM · The gap
It is not effort. It is a topic gap.
Across her calls, the pattern is plain: Lauren is strong everywhere except SharePoint, where accuracy dips and handle time climbs.
Pattern detection · Lauren, by topic
Strong everywhere, except one topic
Password / MFA916:40 avg
Networking / VPN889:12 avg
BDR / Backup8611:05 avg
SharePoint / Teams6124:18 avg
Topic gap detected: SharePoint
Thu 4:20 PM · The proposal
TechRadar proposes. Her manager decides.
A coaching proposal is drafted and queued: SharePoint training for Lauren, with her de-escalation strength called out. Nothing reaches her without approval.
Coaching proposal · queued Thu 4:20 PM
For manager review
→Proposed: SharePoint fundamentals track for Lauren K. Evidence: 4 calls, Technical Accuracy avg 61 on SharePoint topics.
★Also noted: strongest de-escalation on the desk this week. Worth saying out loud.
ApproveEditDismiss
Nothing reaches a tech without manager approval. The AI proposes. You decide.
Mon 9:00 AM · The 1:1
Training for the gap. Credit for the strength.
Her manager approves the SharePoint track and says the good part out loud. The agenda wrote itself.
The 1:1 · Mon 9:00 AM
Supportive, specific, already written
✓Approved: SharePoint fundamentals, scheduled for this sprint.
★Recognized: “Your de-escalation on the Bayside call was the best on the desk this week.”
→One focus: name the follow-up time before hanging up.
Growth plan plus recognition, both with receipts. What took an afternoon of call review took minutes.
Mon 9:30 AM · The mirror
Lauren opens a mirror, not a surveillance report.
Strengths first, one focus, best call celebrated, and a growth track in motion.
Lauren's view · Mon 9:30 AM
Her mirror, not a report
▲What's working: empathy under pressure. Clients calm down when you name the frustration first.
★Best call this week: Bayside Legal, Thursday. Empathy & Client Voice, 94.
→In progress: SharePoint fundamentals, module 1 of 4.
Strengths first. The rubric is published. Nobody is scored against a secret standard.
Tue 2:10 PM · The drift
The desk has patterns of its own.
A tech escalating four minutes slower than the team average is invisible in a busy week. TechRadar catches the drift, and asks whether you want to track it.
Pattern detection · desk-wide
A drift only the data would catch
Pattern noticed
Marcus W. is escalating 4:06 slower than the team average, and the gap has widened three weeks running. Evidence: 12 calls.
Do you want to track this?
Track thisNot usefulMute 7 days
The system learns your judgment and stops re-flagging what you have already trained.
Wed 8:15 AM · The early warning
Burnout shows up in the scores first.
A sustained slide in a tech's own scores is the early warning. You find out in a dashboard, not in a resignation letter.
Early warning · Sam C.
The resignation you did not get
Composite score slipping three weeks straight
Recent two weeks vs their own prior month: sustained, not a bad day
No single call explains it
Burnout-risk signal
Suggested: rebalance the load and schedule a check-in, while it is a conversation, not an exit interview.
Every day · The desk
Zoom out. That is every call, every tech, every client.
Load, handoffs, first-call resolution, and the accounts that need attention. Live, for the whole desk.
Team Dashboard · every day
The whole desk, live
First-call res
74%
Hours saved / wk
82
Team score
82
Calls handled
1,240
Avg queue
0:48
Techs on shift
6
Needs your attention
Bayside root-cause fix in progress. Load rebalance suggested for Sam C.
Now multiply it
That was one call.

Your managers can review maybe 2% of calls by hand. The other 98% is where the churn-risk language, the dropped commitments, and the coaching opportunities live. Today that signal evaporates the moment the call ends.

2%
What a manager can review by hand
98%
What TechRadar hears, scores, and coaches on
Join the TechRadar beta →
Go deeper

Every feature, by seat.

Pick your chair. The full detail is here when you want it.

See the whole desk, not the 2% you can spot-check.
Every call scored, automatically.
Every support call is transcribed, analyzed, and scored across seven quality dimensions. No call listening, no sampling bias, no QA headcount. You see 100% of the service desk, not the 2% a manager has time to review.
Follow-through, verified. Not vibes.
TechRadar does not ask whether a tech sounded reliable. When a tech promises an action on a call, it checks your PSA to see whether it actually happened. Commitments kept and commitments dropped, with receipts.
Operational visibility first.
First-call resolution, call volume with abandoned counts, workload distribution, handoff patterns, and volume by client. Spot the running-thin days, the overloaded tech, and the at-risk client before they become escalations.
Client risk, surfaced early.
Churn-risk language, recurring issues, and volume shifts are flagged per client, so the at-risk account shows up on your dashboard before it shows up in your QBR.
Burnout risk, before the resignation.
A sustained decline in a tech's composite score, their recent weeks measured against their own baseline, is the early warning. TechRadar flags it while a check-in can still fix it.
Scoring you can audit.
When your numbers move, TechRadar tells you whether your team changed or the measuring stick did. Every calibration change is marked on your trend charts with its cause, and trends never silently compare across a change. Your metrics come with a chain of custody.
Your data, your keys.
Bring your own LLM, PSA, and CSAT credentials. Your data flows through your own accounts, with per-tenant encryption and full cost transparency. No pooled-data trust problem, and your own usage dashboard shows exactly what is being processed.
Walk into every 1:1 with the agenda already written.
Coaching that writes itself.
Per-tech scorecards with dimension radar, team comparison, trend trajectories, and an AI-drafted coaching focus. The 1:1 agenda is ready when you open the page. What took an afternoon of call review now takes minutes.
Every score explains itself.
Click any dimension on any call and see exactly why it scored what it did, with evidence quoted from the call. When a tech asks why they got a 61, the answer is already on the page.
Pattern detection across the team.
Recurring behaviors, training gaps, and escalation habits surfaced automatically, with a feedback loop (useful, not useful, mute for 7 days, mute indefinitely) so the system learns your judgment and stops re-flagging what you have already trained. You find the pattern on day 3, not month 3.
AI proposes, you decide.
Coaching proposals queue for your review. Nothing reaches a tech without manager approval. The tool amplifies your judgment, it never replaces it.
Evidence-linked coaching.
Every proposal traces to specific calls and scores. No more "I feel like Jake escalates too fast." It is nine Intune calls at the 20-minute mark, with receipts.
Scoring tuned to your clientele.
Serve technical clients? Jargon is fine. Serve dentists and law firms? Plain language matters. Adjust how much each dimension counts, with presets to start from, so scores reflect your definition of a great call.
Ask TechRadar anything.
A built-in AI assistant that knows your desk. Who needs coaching this week? Why did the team score dip Tuesday? Draft a follow-up for my last call. Plain-English questions, evidence-backed answers.
A mirror, not a surveillance report.
A personal dashboard that speaks to you.
Your score with trend, what is working (strengths first), focus notes written to you, and your best call celebrated. Recognition and growth in one view. A mirror, not a surveillance report.
Fair, consistent evaluation.
The same seven dimensions, every call, every tech, with confidence-weighted scoring so thin data does not produce unfair judgments. No recency bias, no squeaky-wheel reviews.
Read the rubric yourself.
The exact scoring methodology, every dimension and every band, is published inside the product, rendered from the same source the AI runs. Nobody is scored against a secret standard.
Live on your second screen.
Your dashboard refreshes itself. Leave it open and your latest calls, score, and focus arrive on their own. No F5, no waiting for a review cycle.
Trust & platform

Built to be trusted with the call.

PII redacted before storage.
Raw transcripts never touch disk. Passwords, card numbers, and SSNs are stripped in memory before anything persists.
Your retention rules.
Transcripts and quoted text age out on the schedule you set. Scores and trends stay; sensitive text does not outlive your policy.
Tenant isolation at the database layer.
Per-tenant encryption, MFA for every user, and append-only audit logging.
Zero behavior change.
TechRadar sits on the 1Stream platform you already run. Calls, transcripts, and PSA integration (ConnectWise today) with nothing new asked of your team. CSAT integration (SmileBack) and Autotask support are rolling out through the beta.
Where this goes

TechRadar is the first of the Radar products. The same engine that coaches your service desk is coming for your sales team. One platform, every conversation, evidence everywhere.

Beta open now

Join the TechRadar beta.

Tell us about your desk and we will show you what it looks like on your own calls.

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Founding beta partners get early access and direct input on the roadmap.