Signals and issues
Not every moment a signal notes needs fixing. Issues are the problems that cost your callers or your business something across calls, and signals help you see what happened on each call behind them.
What a signal looks like
Each signal has a short label that says what was noticed, such as Said it was done, no tool behind it when the agent claimed an action (“OK, I’ve added that vehicle”) that nothing in the call performed. Hover a signal to see what was found, followed by how it is known:- Confirmed in code. The call record shows it directly.
- Judged by a model. It is a reading of the conversation. Weigh it as a lead and check the moment yourself.
How to use signals
- Play the moment. Click a signal to play the call from that point.
- Follow it to the issue. An arrow beside a signal opens the issue it feeds, when there is one.
- Read them in groups. Signals with the same label are grouped with a count, so a moment that happened several times on one call shows once.
- Check a cause. When an issue’s cause points at a step or a tool, the signals on its calls show what happened there, call by call.
Next steps
Issues
How problems across calls become one issue to fix.
Calls and flow
The call page where signals appear.