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 the dashboard or calls, and they have no Teams or Agents pages. AI-written text in a case study can still mention people by name.