Violations
A violation is a rule from your playbook that the agent broke. Violations fall into three types with very different weights.
The three types
| Type | What it is | Impact |
|---|---|---|
| 🚫 Compliance | Mandatory rules (legal, disclosure, promises). | Heaviest penalty. |
| ⚠️ Technique | Sales-technique rules (no summary, weak discovery). | Coaching opportunity. |
| 💀 Hard fail | Critical violations that fail the call outright. | Automatic fail. |
How violations affect the score
Violations cause deductions. The exact weights are defined in your Global Rules playbook tab:
- Compliance violations carry the heaviest penalty.
- Technique violations track coaching opportunities.
- Hard-fail triggers fail the call regardless of the total score.
Where to see them
- Each call's Overview tab shows violation cards.
- The Violations summary dashboard widget shows team-wide totals.
- The violation rate (red inner ring of the gauge) is the percentage of rules broken.
tip
Compliance violations are your top priority — they're the ones that create legal or reputational risk. Fix those rules and coach those agents first.