Glossary

Analysis

Term	Definition
Score	The 1–5 quality rating of a call.
Stage	One of the six steps of a sale: Greeting, Needs Discovery, Pain Identification, Presentation, Objections Handling, Closing Deal.
Violation	A playbook rule the agent broke (compliance or technique).
Failed check	A mandatory item the agent missed.
Hard fail	A critical violation that fails the call regardless of score.
Violation rate	The percentage of rules broken (independent of the 1–5 score).

Term	Definition
Disposition	The call's outcome — sale closed, appointment, callback, rejection, etc.
Sentiment	The client's emotional tone — positive, neutral, hesitant, frustrated, negative.
Lead rank	How hot the lead is — Hot, Warm, Cold, Unqualified.
Call difficulty	How hard the call was — Easy to Extreme (balances scores).

Term	Definition
Playbook	Your scoring rules, configured per stage in Company Settings.
Department	A sub-team with its own playbook, pipeline, and alerts.
Pipeline status	A CRM stage; only selected statuses get analyzed.
Lead field filter	A CRM field/value filter that narrows which leads are analyzed.