The list
Filter by direction, by whether a human or a virtual agent handled it, and by
review.
The review, and the two things it flags
When a conversation ends, the whole transcript is read back against the profile that took the call. It is a check on the agent, not on the customer.
The first is the failure the competitor list exists to prevent, and a
business that took the trouble to name competitors wants to hear about it
without reading transcripts. A caller naming a competitor is not flagged;
only the agent doing it is.
The second is a grounding check. Where the knowledge base is too large to
hand to the model whole, the agent is meant to search it, so several answers
and no search means whatever it said came from somewhere else. An agent that
only said hello and goodbye had nothing to look up and is not flagged.
Both are also logged at warning level when they happen, because neither is a
detail on a working path.
Who sees what
An agent holds the first and neither of the others, so the money columns are
empty for them. They read a conversation to do their job; what it cost their
employer is not part of that job. An agent also sees only the conversations
they handled.
Reading a transcript is deliberately separate from playing the recording.
Searchable text of every word and a person’s recorded voice are different
disclosures, and the permissions match.