3.3. Analysis List
3.3.1. Analysis List View
Path: WORK › Analysis List · Who: Agent, Supervisor, Admin
Page map
The Analysis List is the central log of every interaction CQA has analyzed. Supervisors use it to monitor traffic and find interactions that need attention; Agents use it to find their own evaluated calls.
Region / control | What it does | Related |
|---|---|---|
Filter bar | Narrow the list by Date, Score, Quality Profile, Metadata (for example, "Show me calls from Campaign A"), and Interaction Type. | |
Interaction Type filter | Disputed Interactions or Critical KPI Failures (see below). | |
Columns icon | Choose which fields appear in the table. | |
Interaction ID | Opens the interaction in detail. | |
Export Report | Export the analyses as a CSV or Excel report. |
Interaction Type values
Value | What you see |
|---|---|
Disputed Interactions | Interactions with open or relevant disputes. |
Critical KPI Failures | Interactions where at least one Critical KPI failed evaluation (per Quality Profile criticality settings). |
Which metadata fields you can filter on is set by an Admin in Manage › Data Integration › Metadata (5.2 Metadata).
Note on language: The Analysis List always shows the English summary for every interaction, regardless of the spoken language. To see the transcript and summary in the speaker's native language, open the interaction (3.2 Interaction view).
Tasks
Find interactions that need attention
- Go to WORK › Analysis List.
- In the filter bar, set the Date range and any Score, Quality Profile, or Metadata filters you need.
- Under Interaction Type, choose Disputed Interactions or Critical KPI Failures.
- Click an Interaction ID to review the call.
Customize the table columns
- On WORK › Analysis List, click the Columns icon.
- Show or hide fields such as Agent Name, Queue, or Duration.
Your selection is saved for future sessions.
3.3.2. Interaction Detail view
Path: WORK › Analysis List › click an Interaction ID · Who: Agent, Supervisor, Admin
Page map
The Interaction view shows one analyzed call in detail: the recording, the transcript, and the full scorecard with the AI's reasoning. Supervisors use it to understand why a score was given; Agents use it to review their calls and raise disputes.
Media
- Player: Listen to the call recording with the embedded audio player.
- Transcript: Open the Transcript tab to read the speech-to-text log of the conversation. The transcript is shown in English by default.
- Language toggle: Switch between the English transcript and the detected native-language transcript (for example, Hindi or Arabic). The toggle label shows the detected language, for example [ Hindi ] or [ Arabic ].
- RTL support: For right-to-left languages such as Arabic, the native-language view applies right-to-left formatting automatically.
- Summary: The interaction summary also switches language when you use the toggle.
The language toggle affects transcripts and summaries only. AI Reasoning stays in English.
Scorecard
- Scorecard view: The right panel shows the full scorecard.
- Category breakdown: Scores aggregated by Category (for example, "Soft Skills") and Sub-category.
- KPI details: Expand a Category to see individual KPI results.
- AI Reasoning: Click a KPI to see the AI Reason — the logic and transcript evidence behind the pass/fail result.
- AI Suggestions: Coaching tips for KPIs that scored below the maximum (see the feature hub below).
- Show Disputes Only: Filter the scorecard to KPIs that have disputes. See 3.9 Disputes.
- Show Failed Critical KPIs: Filter the scorecard to Critical KPIs that failed.
- Edit: For users who can edit scores. See 3.10 Manual review and edit.
Feature hub
Calls scored by more than one Quality Profile
When an Assignment Rule uses Smart Assignment, one call can be scored against more than one Quality Profile. The Analysis List and the Interaction view show results for every profile applied to that call. Select a Quality Profile in the Interaction view to see its detailed scorecard.
How Smart Assignment chooses profiles is covered under Assignment Rule in chapter 4.
AI Suggestions
For every KPI that scores below the maximum, CQA generates an actionable coaching tip. Tips are based on the reference documents (KBs) connected to the Quality Profile. When no KB is linked, CQA gives generic best-practice guidance. This turns CQA from a passive auditing tool into a coaching tool that closes the feedback loop for agents.
To improve suggestions, an Admin can link KB documents to the Quality Profile.
Tasks
Review why a call received its score
- Go to WORK › Analysis List and click the Interaction ID.
- If the call was scored by more than one Quality Profile, select the profile you want to review.
- Play the recording or open the Transcript tab. Use the language toggle if available.
- In the scorecard, expand a Category and click a KPI to read the AI Reason.
- Read the AI Suggestions for KPIs that scored below the maximum.
3.3.3. Disputes
Where: Interaction view and Analysis List · Who: Agents raise; Supervisors resolve
Feature hub
Disputes are a feedback loop: Agents contest AI scores, and Supervisors review and overturn them where needed.
| Agent | Supervisor |
|---|---|---|
Raise a dispute on a KPI | Yes | — |
Review and resolve a dispute | — | Yes |
- A dispute is raised on one KPI of one evaluated interaction.
- Open disputes appear in the Analysis List under Interaction Type › Disputed Interactions.
- Reject keeps the score as is. Accept & Update changes the answer and CQA recalculates the KPI and total score.
- Dispute and manual-edit details can be included in exports (Dispute Workflow Details, Disputed KPIs) — see 3.11.
Tasks
Raise a dispute (Agent)
- Open the Interaction view for your evaluated call (3.2).
- Find the KPI you disagree with.
- Click the Raise Dispute button on the KPI.
- Complete the form:
- Suggested Answer: Select the answer you believe is correct (for example, change "No" to "Yes").
- Comment: Explain your reasoning (for example, "I mentioned the tax at 02:14").
- Pin Audio: Pin the point in the audio relevant to the KPI.
- Click Submit. The dispute is logged and flagged for Supervisor review.
Resolve a dispute (Supervisor)
- Go to WORK › Analysis List and set Interaction Type to Disputed Interactions.
- Open the interaction and turn on Show Disputes Only to filter the scorecard.
- Read the Agent's comment and compare it with the AI reasoning and transcript.
- Click Edit to enable dispute resolution, then for each dispute choose:
- Reject: The score stays as is. You can add a rebuttal comment.
- Accept & Update: CQA recalculates the score (for example, changing a 0 to a 10) and updates the total.
- Click Acknowledge to save the changes and close the dispute.
3.3.4. Manual review and edit
Where: Interaction view · Who: Supervisor
While CQA automates scoring, a Supervisor or QA lead sometimes needs to correct an AI evaluation or record a human-verified score. Manual edit lets you override the AI's answer and document why. To respond to an Agent's dispute instead, use Resolve a dispute.
Tasks
Override a KPI answer
- Go to WORK › Analysis List and click the Interaction ID of the call.
- Click Edit to enable score changes.
- Scroll to the KPI and change the AI-generated answer to the correct option (for example, "No" to "Yes").
- Add a Comment explaining the change. A comment is required for every changed answer.
- Click Acknowledge to see a summary of your changes, then approve them to save.
CQA immediately updates the KPI score and recalculates the interaction's total quality score. Manually updated KPIs can be included in exports (Manually Updated KPIs, Manual Workflow Details).
3.3.5. Export Report
Where: WORK › Analysis List › Export Report · Who: Agent, Supervisor, Admin
Use this task for a one-off export of analysis data. To send a report automatically on a schedule (hourly, daily, weekly, or monthly), create a recurring export job in Analysis List › Export Report or Manage › Data Integration › Job & Schedule (chapter 5). The same three-step drawer is used in both places.
Steps
- Go to WORK › Analysis List. Optionally apply and save the filters you want to reuse.
- Click Export Report. The Configure New Job drawer opens.
- Step 1 — Setup Job
- Job Name: Enter a descriptive, unique name (for example, "Onetime Export").
- Job Type is set to Data Export automatically.
- File Format: CSV or Excel.
- Destination Connectors: Choose where to send the report. Email Me sends it to your own verified email address. Other destinations (email, S3, SFTP) appear if an Admin has set them up.
- Click Next.
- Step 2 — Set Schedule
- Frequency: Choose One-time. The job runs once, immediately after creation.
- Click Next.
- Step 3 — Select Data
- Quality Profile: Choose the profile whose analyses you want.
- Date Range: Pick dates or a preset (Today, Yesterday, Last 7 Days, Last 31 Days, Last month). The range can be at most 31 days. Ranges longer than 7 days may take longer to generate.
- Saved Filters (optional): Apply a filter saved on the Analysis List. Only its score and metadata fields are applied.
- Define Output: Select the fields to include — for example, Base Details, Critical Score Details, KPIs (All, Failed, Critical, Disputed, or Manually Updated), Metadata (Default, Custom), Dispute Workflow Details, Manual Workflow Details, Transcript, Summary, Intent, Vibe, and Sentiment.
- Click Create Job.
Result
The report is generated immediately and delivered to the destination you chose. Track the run in 3.6 Report History. Each file holds up to 2,000 rows; larger reports are split into several files and bundled into one ZIP.
Notes
- Agents and Supervisors can send exports only to their own verified email address (Email Me). They cannot enter a different destination email. This keeps analysis data within verified organizational addresses.
- If Email Me is unavailable in the list, choose another destination or ask your Admin.
- For more than 31 days of data, run several exports or set up a recurring job in Job & Schedule.