Custom checks

Scores describe how a call went. Custom checks report whether specific events that you care about occurred during the call. A check is a yes/no question that you define once and that VOIX answers 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), together with a short quotation from the transcript supporting the answer.

No guessing

If the transcript does not contain enough information to answer a check, VOIX returns “no evidence” rather than guessing. A “no” indicates that VOIX examined the conversation and the event did not occur; “no evidence” indicates that the call did not provide enough information to determine an answer.

Where checks apply

Checks can be configured at the level of an entire workspace, in which case they run on every call, or scoped to a single team. A team may also disable a workspace-wide check that does not apply to it. This allows a shared baseline to coexist with team-specific questions.