1 min read
Review the audit overview
Read scores and response times for the evaluated set.
Before you start
- Have the Service audit module enabled and access to Team.
- Have an available number to review.
Step by step
Open Overview for the desired number and period.
Review Overall score, Conversations scored, First reply and Waits over 1h.
Read Warmth, Clarity, Offer, Closing and Follow-up scores.
Check your result
You review indicators from the returned evaluations.
What you need to know
- The overall score combines AI scores and timing metrics; it is not independent proof of quality.
- Company-sent messages count as replies in calculations without distinguishing humans from bots. Evaluations can include automated support.
- No score or no evaluation does not mean a score of zero.