Conversation Intelligence overview

Who does what

Role	What they do
Admin	Everything a manager does, and manages the scorecard, the people and the workspace.
Manager	Follows teams and agents, handles reviews, asks questions about calls and creates training.
Client	Sees the dashboard and calls, and opens case studies shared with them.
Agent	Sees their own calls and performance, and can dispute a score.

How a call gets its score

1. 1

   The call ends

   It is turned into text.

2. 2

   AI scores it

   Each skill in your scorecard gets a score from 1 to 5.

3. 3

   Evidence is attached

   Each score links to the words in the call that led to it.

4. 4

   People act on it

   Managers coach, and agents can dispute.

Skills and checks

Your scorecard holds two kinds of criteria:

• A skill is scored from 1 to 5, for example Greeting or Empathy. Skills make up the call score.
• A check is a pass or fail requirement. It shows Pass or Missed and never changes the call score.

Not every skill fits every call. When one doesn’t apply, the AI marks it Not applicable and leaves it out. The call score is the average of the skills that were scored.

When scores appear

Calls are scored as they are analysed, so a new workspace starts empty. The dashboard says your first scores are on their way, and fills in as they arrive.

A change to a skill’s wording applies to calls analysed after the change. Calls that were scored earlier keep their scores. Archiving a skill or changing its type also changes past averages. See the scorecard.

What you can do

• Read a scored call and see the evidence.
• Follow teams and agents from the dashboard.
• See why customers call and what is changing.
• Handle disputes and blind reviews.
• Ask questions about your calls and build case studies.
• Create and assign training.
• Set up the scorecard, people and access and call handling rules.