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Understand when conversations enter the audit
Check automatic evaluation requirements.
Before you start
- Have the Service audit module enabled and access to Team.
- Have an available number to review.
Step by step
Verify the account module, enabled auditing for the number and valid provider settings.
Check that the conversation is individual and contains at least six messages, two sent by the company.
Consider resolved conversations or those idle for over twenty-four hours, with activity in the last thirty days.
Allow processing cycles to run and refresh the query.
Check your result
You identify why a conversation may not yet have an evaluation.
What you need to know
- The cycle runs roughly every five minutes in small batches. Previously evaluated conversations need a new message to enter automatic selection again.
- Failures have a delay before retrying. A missing evaluation is not a negative evaluation.