Conversation Intelligence
Disputes and blind reviews
How agents question a score, and how your people check that the AI agrees with them.
On this page
Your people always have a way to question what the AI decided. Managers and admins handle both under Reviews. Agents dispute from the call.
Disputing a score
- An agent opens the call and chooses Dispute on a score.
- They can add a note, and choose Send dispute. While it’s open, they can edit or withdraw it.
- A manager or admin decides: Score stands or Agent was right.
Blind reviews
In a blind review, someone who manages a team scores a call picked for them each week. The AI’s score stays hidden until they submit, so it can’t influence them.
AI agreement
AI agreement compares the AI’s scores with your people’s scores:
- Strong: the AI and your people mostly agree.
- Fair: they agree often, but not always.
- Needs calibration: they disagree too often, and the wording of the skill may need a review.
Admins can review the wording in the scorecard. Managers can ask an admin to do it.