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Failed checks

Failed checks are the mandatory items from your playbook that the agent didn't satisfy — listed per stage in the Performance & Compliance tab.

Where they come from​

Failed checks come from your playbook's mandatory settings:

  • Mandatory questions — the questions the agent must ask (Needs Discovery).
  • Mandatory details — the facts the agent must collect.
  • Required entities — the data that must be captured.

When the AI finds a mandatory item wasn't addressed, it becomes a failed check.

Reading them​

Each failed check shows:

  • The stage it belongs to (e.g. Greeting, Needs Discovery).
  • The item that was missed (e.g. "Did not state the company name").

Why they matter​

Failed checks are the most actionable part of the analysis — unlike a vague low score, they tell the agent exactly what to do differently.

tip

A cluster of the same failed check across many calls means your playbook rule is either too strict or not being taught. Adjust the rule in Company Settings or run a coaching session on it.