Key concepts

A short glossary of the terms used throughout e9Kontrol.

Term	Meaning
Call	A recorded conversation pulled from your CRM.
Score	A rating from 1 to 5 summarizing how well the call followed your rules.
Disposition	The outcome of the call — sale closed, appointment booked, rejection, and so on.
Sentiment	The emotional tone of the client or the call (positive, neutral, negative, frustrated…).
Violation	A rule that was broken during the call, with the exact evidence.
Failed check	A required step the agent did not perform at a given stage.
Coaching	Recommendations on what the agent should improve.
Hard fail	A critical violation that fails the call regardless of other scores.
Playbook	Your rules — the criteria calls are evaluated against.
Stage	A phase of the sales conversation (greeting, needs discovery, objection handling, closing…).
Department	A team inside your company with its own pipeline and rules.
Brief call	A call that was not fully analyzed (wrong number, spam, too short, etc.).

See Understanding a Call Analysis for a deep dive into each of these.