Common Issues
The following issues are some of the possible incidents that can be encountered within the tool. The SLA will be based on their Impact & Urgency.
- Account and Access related issues
Login issues
Password Resets
Permissions error
Webpage errors
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Missing Interactions
Calls or chats are missing
Missing interaction
Audio file upload failed
Call center integration (e.g., SARA, Funnel) disconnection or not responding
- AI Analysis Errors & Inaccuracy
Incorrect call & chat transcription
Misidentified speakers (Diarization Errors)
The interaction summary is inaccurate or “hallucinated” (e.g. generated text is factually incorrect)
Incorrect evaluation score
Analysis is stuck in “Processing” status
AI is unable to detect custom topics or entities.
- Issues on dashboards and reporting