The machine scored my call wrong. What happened?

Sorry! We are still learning. First, be sure to check that an appropriate attribute is associated with the procedure at hand. When set up properly, most activity types and procedures should have an accuracy level higher than 90%. If that is not the case, please submit the activity ID that was scored incorrectly to [e-mail]. Include the activity type or procedure that was mid-categorized.

How are calls scored?

What type of technology is used to aid in the scoring process?

Why are only some of my call recordings being scored?