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Monitors + Scorecards feature requests

Related products:ReportingFin & AI
  • July 16, 2026
  • 0 replies
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  1. Ability to re-evaluate conversations when re-opened and re-closed. When a conversation is re-opened, it should be removed from the monitor and re-added when closed again.
  2. Making rating reasons available in reporting so we can filter on them. In addition to this, making rating reasons attached to specific rating options. For example, if I have a “Resolved” rating option, I can then attach specific reasons for the “Resolved” option like “Explicit Confirmation” and “Procedure completed” that would only be selected if the AI Scorer selected Resolved.
  3. Different rating options per scorecard on a shared criteria so we can tailor rating options to Fin or human agents accordingly.
  4. Ability to score both Fin + human agents using a single monitor + scorecard.
  5. Being able to display or filter on more attribute columns in the monitor view.
  6. Being able to see scoring details in the drill-in views from reports (instead of only from the monitors page)

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