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 exactly what went wrong in it.

The steps

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 in it.
2. Narrow the list with the three controls above it. Status offers All, Pass, Needs a look, Fail and Nothing to judge. Channel offers All, WhatsApp, Call and Chat. Order offers Most recent and Worst first.
3. Click a row. The conversation opens beside the list.
4. Move between Transcript and What we found with the tabs, or with the T and E keys.
5. In What we found, problems come first. Everything that held, everything the judges split on, and everything Not measured sits in groups below, each with its own Expand.
6. On a result, open Show the evidence to read exactly what the judge was given.
7. Click the turn number on a result. It switches to the transcript at that turn and highlights it, and on a call it moves the recording to the same point.
8. From a turn, the Cited in link goes the other way, to the results that turn is evidence for.
9. Open The rule on any result. It gives the question the rule asks, its score area, its severity, when it passes, the source text the judge was given, and the Rules version that froze it.
10. Record Agree or Disagree on the result. Disagree asks what is wrong with it, and your answer is kept.

What to do with what you find

One conversation tells you which words failed. It does not tell you how often. Once you have the turn, go back to Abandonment, or look for the same rule across the list, to find out whether it is one call or a pattern.

Your Agree and Disagree answers are the examples the Scoring quality screen measures the judge against. Recording them on conversations you were reading anyway is the cheapest way to make that screen mean something.

Copy the conversation id from the header when you need to refer to it somewhere else.