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Risk Zone

The Risk Zone

The Risk Zone collects the calls that need your attention most. A call appears here when:

  • It is a hard fail, or
  • It has a low score (2 or below), or
  • It contains violations.

Filters​

Use the filters to narrow the list:

  • Period — the time range.
  • Risk type — hard fail, low score, violations.
  • Call type — long vs brief.
  • Manager — a specific agent.

Use the Risk Zone to prioritize reviews: fix the worst calls first, then coach the agents responsible.