Outcomes
Exactly one per conversation. The outcome says what the conversation was, not how well it went.
| Shown as | What it means |
|---|---|
| Resolved | The customer got what they came for. |
| Unresolved | The customer wanted something the agent could not give them. |
| Enquiry taken | The agent could not answer, but captured a way to follow up. See Leads. |
| Abandoned | The customer left mid-conversation. |
| Off topic | Never about anything the agent is for. Excluded from most quality judgements. |
Issue codes
Zero or more per conversation, and independent of the outcome. A conversation can be Resolved and still carry an issue.
| Shown as | What it means | Usually fixed by |
|---|---|---|
| Made something up | The agent stated something it had no source for. | Trace the question. If the material was there, tighten the Boundaries block. |
| No answer | The agent could not answer at all. | Knowledge, not the prompt. |
| Wrong information | The agent answered, and the answer was incorrect. | A stale source outranking a current one. |
| Off topic reply | The answer did not address the question. | Retrieval returning near misses. Trace it. |
| Repeated itself | The agent said the same thing again instead of moving forward. | A missing next step in the Job block, or a tool it needed and did not have. |
| Poor formatting | Hard to read, or hard to listen to. | The Voice block. See Prompts for voice agents. |
Sentiment
One per conversation: Positive, Neutral or Negative. Sentiment describes the customer tone, not the agent performance.
Read sentiment against outcome rather than on its own. A negative conversation that ends Resolved is usually someone who arrived annoyed and left sorted. A positive one that ends Unresolved is someone who was polite about not getting an answer.
Quality score
A single number out of five, shown as 4 / 5. It can be absent, and an absent score means not assessed rather than zero.
Averages by topic and by sentiment are available. A single conversation scoring three tells you little; a topic averaging three across two hundred conversations tells you which part of your knowledge to fix first.
For where this is displayed and how to filter it, see Conversations and insights.