FAQ
Frequently Asked Questions
Section titled “Frequently Asked Questions”General
Section titled “General”Q: Why don’t I see Calls Analysis or COPC Evaluation in the analysis wizard? A: These analysis types are only available for Call Center Call projects. Make sure your project’s audio type is set to “Call Center Call” when creating the project.
Q: Can I run both Calls Analysis and COPC Evaluation at the same time? A: Yes. You can select both (and other analysis types) in the same analysis run. Each type generates its own results.
Q: How long does analysis take? A: Typically 1–5 minutes depending on the number of calls and their length. You’ll receive an email notification when processing is complete (if notifications are enabled in your profile).
COPC Evaluation
Section titled “COPC Evaluation”Q: What happens if I don’t have any evaluation rubrics? A: You need at least one rubric to run COPC Evaluation. Create one in Settings > Evaluation Rubrics before starting the analysis.
Q: Can I change the rubric after running an evaluation? A: Each evaluation stores a snapshot of the rubric used at the time of analysis. Changing the rubric afterwards does not affect past results. To re-evaluate with an updated rubric, run a new analysis.
Q: What does “critical error” mean? A: A critical error occurs when a call scores 0 on a criterion marked as “Critical Error” in the rubric. The entire call automatically receives a score of 0%, regardless of how well the agent performed on other criteria.
Q: What score is considered “passing”? A: The Dashboard uses 80% as the passing threshold. Calls scoring 80% or above (without critical errors) are counted in the Passing Rate metric.
Q: Can I use different rubrics for different evaluations? A: Yes. You can create multiple rubrics and select the appropriate one each time you run a COPC evaluation. This is useful for evaluating different call types (e.g. sales vs. support).
Evaluation Rubrics
Section titled “Evaluation Rubrics”Q: Is there a limit on how many criteria a rubric can have? A: There is no hard limit, but we recommend 5–15 criteria for optimal results. See Tips for Best Results for rubric design recommendations.
Q: What format should my CSV file be in for importing criteria?
A: A plain CSV with columns: id, name, description, max_points, is_critical, section. No header row required. See Evaluation Rubrics for a complete example.
Q: Can I share rubrics with my team? A: Rubrics created within a team context are accessible to all team members. You can also create personal rubrics that are only visible to you.
Q: What happens if I delete a rubric that was used in past evaluations? A: Past evaluation results are not affected. The rubric snapshot is stored with each evaluation, so historical results remain intact.