Scores, flags & coaching
The three actions you take on a scored conversation each open into a full workflow. This is where a correction, a dispute, or a coaching note actually goes — and how you close the loop.
In Working the Queue you met the three actions that matter — correct a score, raise a flag, add a coaching note. Each one writes its own audit trail and kicks off its own small process. Here's where each leads.
Score corrections
When the AI gets a score wrong, you correct it — per criterion or overall. Your number becomes the human score of record, but the AI's original stays visible. That preserved pair is what lets you measure how well the AI is calibrating over time.
Flags & disputes
A flag is a held question on a score. Agents can flag their own scores when they think the AI got it wrong; managers and leads raise system flags on anyone's. A flag stays open — and surfaces on the Queue's Flagged tab — until someone resolves it.
The coaching workflow
A coaching note isn't a dead end — it becomes an assignment with a real lifecycle. You assign it to an agent with a due date, they acknowledge it, you coach, optionally follow up, and close it out. Every transition is tracked.
Coaching history
The history view answers the question that makes coaching worth doing: did it work? Roll up by agent or by scorecard to see what you coached and whether scores moved afterward.
Staying in the loop
Coaching runs on notifications so nothing stalls. Each transition can ping the right person, in-app or by email, per their preferences.
What happens next
Corrections, resolved flags, and completed coaching all feed back into the picture — sharper AI calibration, cleaner scores, and a team that's improving where it counts. To see how individual scores roll up into company-wide patterns, head to Reading the Insights hub.