Investigate one conversation

Open a single conversation and see which turn broke which rule, and why.

Use this when somebody sends you one bad call and wants to know what went wrong in it.

1. 1

   Open Conversations in the left rail.

   Or press Ctrl and K, or Command and K on a Mac, and search for what was said.

   

2. 2

   Narrow the list with the three controls above it.

3. 3

   Click a row. The conversation opens beside the list.

4. 4

   Move between Transcript and What we checked.

   The tabs, or the T and E keys.

5. 5

   Read What we checked. Problems come first.

   Everything that held, everything the judges split on, and everything not measured sits in groups below.

6. 6

   Press Show on a result.

   Exactly what the judge was given.

7. 7

   Click the turn number on a result.

   It jumps to that turn, and on a call it moves the recording to the same point.

8. 8

   Open The rule on any result.

   The question it asks, its score area, its severity, and the Rules version that froze it.

9. 9

   Record Agree or Disagree.

   Disagree asks what is wrong with it, and your answer is kept.

What the filters offer

Reading it right

• One conversation tells you which words failed. It does not tell you how often. Go back to Abandonment to find out whether it is one call or a pattern.
• Your Agree and Disagree answers are the examples Scoring quality measures the judge against. Recording them as you read is the cheapest way to make that screen mean something.
• Copy the conversation id from the header when you need to refer to it elsewhere.