Frequently Asked Questions
Common questions and answers about Evalua
General
How long does it take to evaluate a call?
Typically 2-5 minutes after the call ends depending on the call duration.
Do I need special equipment?
No. Evalua works with your existing phone system as long as calls are being recorded.
How is Evalua organized?
Each customer is a company. A company contains one or more workspaces, each with their own team, knowledge documents, and settings.
Account & Access
How do I log in for the first time?
Check your email for an invitation link from Evalua. Click it and set your password.
I didn't receive my invitation email
Check your spam folder. If it's not there, ask your supervisor or company admin to resend or copy the invitation link.
Can I change my email address?
| Role | Access |
|---|---|
| Company Admins | Yes, in Settings → Profile |
| Supervisors and Agents | No — contact your admin |
Roles & Permissions
What roles exist in Evalua?
- Company Admin — manages one company, including all its workspaces
- Supervisor — manages a single workspace and its team
- Agent — sees their own calls and feedback
- Provisioned Agent — extension-only tracking, no login
See User Roles for details.
Can someone hold more than one role?
Workspace roles (Supervisor / Agent) are one per workspace, but the same person can be a Supervisor in one workspace and an Agent in another. The Company Admin flag is independent — a Company Admin still has Supervisor-level access to every workspace they're in.
Why can't I see the Dashboard?
The workspace Dashboard is only available to Supervisors (and admins, who inherit Supervisor access). The Company Dashboard is for Company Admins.
Do I need an extension number?
| Role | Required? |
|---|---|
| Agents | Yes — links your calls to your account |
| Supervisors | Only if you personally take calls |
| Provisioned Agents | Yes — that's their entire purpose |
| Company Admins | Only if they personally take calls |
What's a Provisioned Agent?
An extension-only user without login credentials, used for tracking calls by extension. See Provisioned Agent Role.
Call Evaluations
Why isn't my recent call showing up?
It may still be processing (2-5 minutes), the call may not meet minimum duration, auto-evaluation may be disabled, or your extension may be incorrect. Check Settings → General and Settings → Team in your workspace.
Can I see call transcripts?
| Role | Access |
|---|---|
| Supervisors / Company Admins | Yes |
| Agents | Summaries only |
What do the statuses mean?
- Passed — met all or most criteria
- Failed — didn't meet standards
- To Review — the AI was uncertain; supervisor decision required
- Review Pass / Review Fail — supervisor's verdict after reviewing a "To Review" call
- Unevaluated — not yet evaluated; can be triggered manually
- Missing Recording — the audio couldn't be retrieved
- No Knowledge — the workspace has no knowledge documents yet
- Limit Exceeded — the company/user is over their transcription quota
See Evaluations for the full lifecycle.
What does "To Review" mean and what should I do?
The AI couldn't confidently mark the call Pass or Fail. A Supervisor opens the call in History and marks it Review Pass or Review Fail based on the transcription. See Reviewing Call Results.
The evaluation seems wrong — what can I do?
The AI tries its best to grade calls accurately, but sometimes your knowledge documents — especially Context Documents — need additional detail. Tweaking them should fix most issues. For one-off mistakes, supervisors can re-evaluate the call.
Knowledge Documents
How many knowledge documents should I create?
Start with 5-10, test them, then expand gradually.
What's the difference between Overview, Feedback, and Context documents?
- Overview — extract specific information from a call (agent name, customer name, etc.)
- Feedback — pass/fail quality standards
- Context Documents — business context that frames every evaluation; company-level only, managed on the Company Knowledge page
See Setting Up Knowledge Documents and Writing Effective Context Documents.
Where do I edit Context Documents?
On the Company Knowledge page — Context Documents are the company-level Context-type knowledge document. Company Admins manage them.
Do changes to criteria affect old evaluations?
No. Changes only apply to future evaluations. Unevaluated or failed calls can be evaluated again with updated criteria.
Why do I have Context Documents alongside Overview and Feedback?
Context Documents provide general business context. Overview and Feedback documents define specific data extraction or pass/fail rules. They work together.
Team Management
How many team users can I add?
Each company has a user limit. Check with your Company Admin.
What happens to calls when someone leaves?
Past call data remains. They lose login access; if they were a Provisioned Agent or kept their extension, calls on that extension simply stop being attributed to them.
Technical Issues
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Numbers on Dashboard don't match History
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Still Need Help?
Head on over to our contact page and get in touch.