How it works

The six stages a conversation passes through, from arriving to being scored.

A conversation passes through six stages between arriving and being scored. Each stage has its own queue, so a slow one never holds up the stage in front of it.

Ingest	A delivery arrives. We store the body exactly as it came, answer the platform straight away, then turn that body into events in the one shape the rest of the pipeline reads.
Assemble	Events for one customer are put in order and grouped into conversations. A finished conversation is closed here, and closing it is what asks for a score.
Metrics	Reply times, talk time, counts per client and per agent, and the recording when the platform gives us one. Your alert rules are tested against the new numbers here.
Judge	The rules run against the conversation. Which of them run on which conversations is the subject of What gets scored.
Deep	The nightly pass. It plans the reading the day left undone, sends it at batch prices, and records what it could not afford. It also tags why people gave up.
Housekeeping	Everything on a clock: retention scrubs, compaction, alert re-checks, the weekly client report, and asking the platforms we poll whether anything has finished.

Nothing is scored until the conversation is finished

Half a conversation scores badly for the wrong reason, so we wait. The platform usually tells us a conversation ended. When it does not, one quiet for long enough is closed on our side.

A conversation that reopens supersedes its own score. The work done for the old version is dropped rather than mixed with the new one.

Two speeds, on purpose

Reading a conversation within seconds costs more than reading it overnight. So the fast path takes a share of traffic as it lands, and the nightly pass takes the rest at batch prices.

That is what makes a bad release visible the same hour, and full coverage affordable. The nightly pass reconsiders the last few days on every run, so a missed night heals itself.

A stage that fails says so

A job retries a few times. One that never lands is written down with its arguments and its error, so a conversation with no score can be told apart from one nobody sent.

These six are the whole pipeline. There is no seventh stage and no hidden step between them: the names above come from the code that runs them.