Conversation Intelligence FAQ

Who decides what gets scored?

You do. The skills and checks come from your own scorecard, which admins manage.

Can an agent see their own scores?

Yes. Agents see their calls, scores and evidence, and can dispute a score.

Does a dispute change the score?

No. A manager decides whether the score stands. A correction is logged and counts in AI agreement.

How do I know the AI is right?

Check the evidence behind any score. Use blind reviews to compare the AI with your own people, and follow the result in AI agreement.

Can clients see individual agents?

Not in lists or filters, and they have no Teams or Agents pages. A transcript keeps any name said on the call, and AI-written text in a case study can mention people by name.

Why is my dashboard empty?

Calls are scored as they are analysed. A new workspace starts empty and fills in as the first calls are scored. If you already have scores, nothing was scored in the period you picked, so choose a longer one.

What is the difference between a skill and a check?

A skill is scored from 1 to 5 and counts toward the call score. A check is pass or fail and never does.

Why does a skill say Not applicable?

The skill didn’t fit that call. It is left out, and the call score is the average of the skills that were scored.

Why does a call have no score?

The AI found nothing on the scorecard to score. The transcript is still there, and you can see the call by turning on Show unscored calls.

Why can’t I see the AI’s scores on a call?

The call is in your blind review queue. The scores appear when you submit your own. See disputes and reviews.

Why does a call say Should have been transferred?

It matched one of your call handling rules. The call is left out of skill averages.

Why does a quote differ from the transcript?

You may be reading the Corrected transcript. Scores and evidence use As scored, so switch to it to match a quote exactly.

What happens to past scores when I change a skill’s wording?

They stay as they are. Calls analysed after you save use the new wording.

Does archiving a skill delete its scores?

No. The scores are kept, but the skill leaves every average. Unarchive it and the numbers come back.

Who sees the case studies I create?

You do, and so do admins. Other managers don’t. Clients see only reports that are shared with them. If you turn on a public link, anyone with the link can read the report.