Failed checks

Failed checks are the mandatory items from your playbook that the agent didn't satisfy, listed in the Performance tab.

Each failed check is a rule from your playbook — e.g. "Stated the company and product name" in the Greeting stage. When a check fails, the agent missed that required step.

tip

Failed checks come directly from the Mandatory questions and Mandatory details you set in the playbook. If you see a check failing on every call, the rule may be too strict — review it in Company Settings → Needs Discovery.