--- title: Troubleshooting Guide slug: conversation-intelligence/troubleshooting-guide docTags: createdAt: 2026-02-19T03:40:26.291Z --- **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:** 1. Navigate to **Assignment Rules**. 2. Check the logic conditions (e.g., "Queue Name IS Support"). 3. Verify that the incoming call actually contains that specific metadata tag. If the metadata doesn't match exactly, the system will skip analysis . **Problem**: I do not see the **Smart Assignment** tab when creating an Assignment Rule. - **Possible Cause**: Smarter Assignment is not enabled for this tenant (common for existing live customers). - **Solution**: Contact your Customer Success Manager to enable Smarter Assignment. New tenants have it enabled by default. **Problem**: A call was scored against an unexpected Quality Profile (or missed the profile I expected). - **Possible Cause**: Topic matching, confidence threshold, Default Profiles, or Fallback Profile settings on the Smart Assignment rule. - **Solution**: Review **Topics** on the relevant Quality Profiles (max 10 per profile). In the Assignment Rule, check **AI Match Profiles**, **Confidence Threshold**, **Default Profiles**, and **Fallback Profile**. Tighten or broaden confidence, or adjust topics so the intended profiles match. **Problem**: I cannot add more topics on a Quality Profile. - **Possible Cause**: The profile already has the maximum of **10 topics**. - **Solution**: Remove an existing topic before adding a new one. **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:** 1. Open the specific Test Evaluation from the list. 2. The system displays a count of successful vs. failed items. 3. 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. ## 7.5. Language & Transcript Issues **Problem**: I do not see a language toggle on the Interaction Details page. - **Possible Cause 1 (Not Enabled)**: Native Language Support has not been enabled for your tenant. This feature available for high-tier plans. - **Solution**: Contact your Administrator to coordinate with the Exotel Delivery team for activation. Note that this feature is available on higher-tier plans only. - **Possible Cause 2 (Older Interaction)**: The interaction was processed before Native Language Support was enabled for your tenant. - **Solution**: Only interactions analyzed **after** enablement will have dual-language transcripts. Previously processed interactions will only display the English transcript. **Problem**: The detected language on the toggle does not match the actual spoken language. - **Possible Cause**: The language detection model identifies the **dominant language** in the audio. If the conversation contains significant code-switching (mixing multiple languages, e.g., Hindi and English), the system may default to the most prevalent language. - **Solution**: This is expected behavior for heavily mixed-language conversations. If the detected language is consistently incorrect for single-language calls, report the issue to CQA Support with the Interaction ID for investigation. ## 7.6 AI Suggestions **Problem**: I do not see 'AI Suggestion' for a failed KPI. - **Possible Cause 1 (Not Enabled)**: AI Suggestions Support has not been enabled for your tenant. This feature available for high-tier plans. - **Solution**: Contact your Administrator to coordinate with the Exotel Delivery team for activation. Note that this feature is available on higher-tier plans only. - **Possible Cause 2 (Older Interaction)**: The interaction was processed before AI Suggestions Support was enabled for your tenant. - **Solution**: Only interactions analyzed **after** enablement will have AI Suggestions. - **Possible Cause 3 (KPI Type)**: The KPI is a "Text" type (data extraction). AI Suggestions are only generated for scoring KPIs (Binary, Selection, Rating). Text-type KPIs do not receive suggestions. - **Solution**: Create KPIs other than "Text" type for the ones you need AI Suggestions to be enabled - **Possible Cause 4 (KPI Score)**: Suggestions only appear when the awarded score is less than the maximum. If the KPI received full marks, no suggestion is generated. - **Solution**: Ensure you only look at KPIs that are scored less than the max score. **Problem**: AI Suggestion seems inaccurate or irrelevant | **Possible Cause** | **Solution** | | ------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------- | | No Reference Document (SOP) was uploaded | Without an SOP, the system generates generic best-practice tips. Upload a comprehensive Reference Document to your Quality Profile for SOP-specific suggestions. | | The Reference Document is outdated or incomplete | Update your Reference Document with current, detailed procedures. The more specific your SOP, the better the suggestions. | | Genuine inaccuracy | Use the thumbs-down button, this feedback helps improve the AI Suggestions. | ## 7.7. Report Scheduling | **Problem** | **Possible Cause** | **Solution** | | -------------------------------------------------- | ----------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Export job was created but no report was generated | **Start date is in the future.** For scheduled jobs, reports are only generated after the start date. | Check the job's start date in the Set Schedule step. Navigate to **Report History** to review execution status and error details. | | Report contains no data / empty report | No analyses matched the selected quality profile and filters within the configured date range. | Confirm that the quality profile has completed analyses in the expected date range. Review the filters and date range configured in Step 3 (Select Data & Filters) of the export job. | | Scheduled job stopped running after a certain date | The job's end date has passed. | Check the end date in the job's schedule configuration. If it has passed, create a new export job with the correct end date, or edit the existing job's schedule. | | I cannot find my exported report | The report may not be visible in the old export flow. | All exports — both one-time and scheduled — are now available in the **Report History** tab in the left sidebar. Navigate there to view, download, or track all export jobs. | ## 7.8. PII Redaction **Problem**: I see raw PII (phone numbers, names, etc.) in transcripts even though PII redaction should be active. - **Possible Cause 1**: PII redaction has not been enabled for your tenant. - **Solution**: Contact your Customer Success Manager to verify that PII redaction is active for your tenant. - **Possible Cause 2**: The interaction was processed before PII redaction was enabled. - **Solution**: PII redaction applies only to newly processed interactions. Previously analyzed interactions retain their original content. - **Possible Cause 3**: The specific PII category (e.g., Person Name) is not enabled in your tenant's configuration. - **Solution**: Contact your Customer Success Manager to verify which PII categories are active and request adjustments if needed. - **Possible Cause 4**: PII detection did not identify the sensitive data in the conversation. - **Solution**: PII redaction relies on automated detection, which may occasionally miss instances — particularly with unusual formats, code-switched languages, or ambiguous context. If you notice unredacted PII that should have been caught, report the Interaction ID to CQA Support. **Problem**: PII appears redacted in the transcript but shows in the downloaded report. - **Possible Cause**: This is not expected behavior. All surfaces should show consistent redaction. - **Solution**: Report this issue to CQA Support with the Interaction ID and the specific field where the discrepancy appears.