FAQ & troubleshooting
Calls aren't appearing
- Wait — calls appear a few minutes after the CRM pulls them, and ~45 minutes after the recording ends.
- Check pipeline statuses — only selected statuses are analyzed.
- Check lead-field filters — a filter may be excluding the lead.
- Check the CRM token — it may have expired.
How do I listen to a call?
Open the call and click ▶ Play. Use the subtitles and language pills to follow along (see Listening to a call).
Why is a good call scoring low?
A low score usually means failed checks or violations — open the Performance tab to see exactly which rules were broken. If a rule fires on every call, it's probably too strict — review it in Company Settings.
How do I score different teams differently?
Use departments — each department has its own playbook (see Departments).
How do I find calls to coach?
Start with the Risk Zone (hard fails) and the Coaching focus widget (lowest-scoring agents), then open the Coaching tab for a ready-made plan.
The score doesn't match my judgment
The score follows your playbook — if it's off, the rules need adjusting. Update the rubric in Company Settings and future calls will be scored differently.
Most "wrong score" complaints are really "wrong rules" — tune the playbook, don't fight the score.