Custom checks

Scores tell you how a call went. Custom checks tell you whether specific things you care about happened on it. A check is a yes/no question you define once and have VOIX answer on every call automatically.

What a check looks like

A check is a plain-language question about the conversation. For example:

• Did the agent confirm the customer’s identity?
• Was a price or quote mentioned?
• Did the customer ask about cancelling?
• Was a follow-up appointment agreed?

For each call, VOIX returns one answer per check, yes, no, or no evidence, along with a short quote from the transcript backing the answer.

No guessing

If the transcript does not contain enough to answer a check, VOIX returns “no evidence” rather than guessing. A “no” means VOIX looked and the thing did not happen; “no evidence” means the call simply did not give enough to tell.

Where checks apply

Checks can be set at the level of your whole workspace (so they run on every call) or scoped to a single team. A team can also turn off a workspace-wide check that does not apply to it. This lets a shared baseline coexist with team-specific questions.