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Conductor can inspect AI QA cohorts, aggregate results, and individual call evaluations. Ask it to explain a trend or examine the calls behind a low score.

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When to use it

Use Conductor to investigate a drop in resolution rate, understand why a call failed a criterion, or compare a QA finding with the actual conversation. For example: “Which calls in this cohort failed the appointment-confirmation criterion, and what happened in them?”

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Investigate QA results

1

Choose a cohort

Open a cohort and Conductor, or use Add context (+) → AI QA to attach one. You can also ask Conductor to find a cohort by name.
2

Start with the overall results

Ask about aggregate results and trends, then ask for the individual scored calls behind them.
3

Check an evaluation

Ask why a call received its score and have Conductor compare the evaluation with the transcript before proposing an agent change.
Conductor can return a navigation card with View to open the cohort and continue the conversation there. See Open pages from replies.

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Why can one call have different QA results?

A call can belong to several cohorts with different evaluation criteria. Specify the cohort when asking Conductor to explain a score.

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Change the agent or the evaluation criteria

If the transcript shows an agent problem, ask Conductor to propose a fix and review the changes. Conductor’s QA tools inspect results; they do not create cohorts or edit their criteria. If the criteria do not reflect your intended outcome, update them using Define resolution criteria. See AI QA overview for setup and sampling.