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Performance & Compliance tab

The ⚖️ Performance & Compliance tab explains why the score is what it is.

Failed Checks​

Failed Checks

Failed Checks lists the mandatory items the agent missed, grouped by stage. Each failed check is a rule from your playbook that the agent didn't satisfy.

Call Rhythm​

Call Rhythm

Call Rhythm is a visual map of the conversation's energy. Peaks show strong moments, valleys show where the energy dropped. It's a quick way to spot where the agent lost the client.

Technique & Compliance deductions​

Deductions

This panel breaks down the violation rate (the red inner ring of the score gauge):

  • ⚠ Technique — percentage of technique rules broken (coaching opportunities).
  • 🚫 Compliance — percentage of compliance rules broken (mandatory rules).
  • 💀 Hard fail — whether a hard-fail rule was triggered.
note

These deductions are an independent metric — they explain the violation rate, but the 1–5 quality score is computed separately.

Assessment & Recommendation​

  • Assessment — the AI's overall written assessment of the agent's performance.
  • Recommendation — the AI's specific suggestion for what to improve.

Read these together with the Top Coaching Insight on the Overview tab for a complete picture.