Troubleshooting Guide

target audience all users description a self help repository mapping common errors or confusions directly to their solutions 7\ troubleshooting this guide addresses common issues users may encounter while navigating the cqa platform, configuring settings, or analyzing data 7 1 login & access issues problem i cannot log in to the platform possible cause in the c3 version, the login flow requires a unique tenant id in addition to your username and password solution ensure you are entering the correct tenant name/id provided by your administrator before entering your credentials problem i clicked the "accept invitation" link in my welcome email, but the page says the link is invalid or expired possible cause invitation links sent by the system are strictly valid for 72 hours to ensure secure onboarding solution contact your cqa administrator and request them to navigate to the user management dashboard to resend a fresh invitation to your email address 7 2 dashboard & data visibility problem the analytics dashboard shows "no data " possible cause 1 (filters) your current filter selection (date, agent, or quality profile) may be too restrictive solution reset filters or expand the date range to include a wider period possible cause 2 (access control) your user account may be restricted to specific metadata (e g , a specific region or campaign) solution you will only see data relevant to your assigned access rights contact your admin to verify your metadata permissions problem i cannot find a specific metadata field in the filter dropdowns possible cause the field exists but has not been enabled for filtering by the admin solution an admin must navigate to the metadata page and check the "filter option?" box for that specific field 7 3 analysis & automation problem incoming calls are not being analyzed automatically possible cause the call's metadata does not match any active assignment rule solution navigate to assignment rules check the logic conditions (e g , "queue name is support") verify that the incoming call actually contains that specific metadata tag if the metadata doesn't match exactly, the system will skip analysis problem a test evaluation shows a status of "partial success" or "failed " possible cause some rows in your uploaded file may contain invalid audio urls or missing mandatory data solution open the specific test evaluation from the list the system displays a count of successful vs failed items filter the list to identify which specific recordings failed and verify their urls in your source file 7 4 disputes & scoring problem i cannot change a score while resolving a dispute possible cause the scorecard is in "view" mode solution you must click the edit button on the interaction evaluation page to enable score modification and dispute resolution problem a "critical" kpi failed, but other scores are still high possible cause the criticality logic depends on the level set (category vs profile) solution check the quality profile configuration if criticality is set to "category," only that specific category's score becomes 0 if set to "profile," the entire call score becomes 0