Reviewing Call Results

Call Statuses at a Glance

• Passed — met all or most criteria; generally no action needed
• Failed — did not meet standards; review with the agent and provide coaching
• To Review — AI was uncertain; a supervisor must mark it Review Pass or Review Fail
• Review Pass / Review Fail — supervisor's verdict, recorded for reporting
• Unevaluated / Missing Recording / No Knowledge / Limit Exceeded — call wasn't graded; see Evaluations for what to do about each

Viewing Call Details

1. Go to the History page
2. Click any call to open details

Supervisors and admins see: full transcription, analysis with pass/fail for each Feedback criterion, extracted Overview data, summary, and action buttons.

Agents see: summary text only (no transcripts).

Supervisor Workflow

Clear the "To Review" Queue

This is the human-in-the-loop step that keeps the AI honest:

1. Filter History by To Review
2. Open each call and read the transcription and the AI's analysis
3. Decide: did the agent meet the criteria or not?
4. Click Review Pass or Review Fail

The status updates and the call counts toward your team's pass rate going forward.

Re-Evaluate

Useful after updating criteria or Context Documents:

1. Open the call or select it from the list
2. Click Evaluate
3. Wait 2-5 minutes for results

Delete

For test calls, duplicates, or calls that shouldn't have been evaluated:

1. Select call(s) using checkboxes
2. Click Delete and confirm

Deletion is permanent.

For Agents

Review each evaluation in History:

• Understand which criteria were met or missed
• Note patterns in your performance
• Talk to your supervisor if feedback is unclear — they can re-evaluate the call after adjusting criteria

Coaching Tips (Supervisors)

• Be specific: reference actual calls and transcriptions, not vague statements
• Focus on behaviors, not character judgments
• Set clear, measurable goals ("Focus on asking all qualifying questions this week")
• If an agent disputes an evaluation, review the transcription together and clarify the criterion if needed
• A pattern of "To Review" results on the same criterion usually means the criterion's wording or the Context Documents need to be tightened — not that the agents are at fault