Grading conversations

Grading scores processed conversations against the rubric you set for the application. The section exists only while that application's Grade output is on — and Grade is off by default on a new application, so if you cannot find Grading, nobody has turned it on yet.

What you'll need

• The Voice IntELIEgence module visible in your left-hand navigation.
• These permissions: Voice · App — VIEW, Voice · Conversation — VIEW.
• The Grade output enabled, with at least one rubric criterion, and a conversation that has finished processing.

If Voice IntELIEgence isn't in your navigation, your role doesn't have visibility for it — ask a workspace administrator, or see Permissions and module visibility.

Steps

1. In the application’s Settings, open Outputs & Grading, switch Grade on, add one criterion per line under Grading rubric, then select Save changes. Saving pins a new version, so the rubric applies to new conversations only — it never re-scores what has already been processed.

2. Grading now appears in the application’s sections, below Conversations. It reports over a date range that defaults to the last 30 days.

3. Conversations are scored against your criteria and summarised as Pass rate (≥70%), with a pass marker on each criterion’s bar.

4. Open a conversation and select Outputs. The Call Grade card shows the letter grade, its band, the rounded percentage and how many criteria were scored — then a bar per criterion.

5. A score cannot be edited or overridden anywhere. To change how calls are judged, edit the Grading rubric in Settings; it applies to conversations that arrive afterwards.

What success looks like

• Grading appears in the application's sections.
• The conversations list gains a Grade column.
• A processed conversation's Outputs tab shows a Call Grade card with one bar per criterion.

Grade bands

Score	Grade	Band
90% and above	A	Excellent
80–89%	B	Good
70–79%	C	Fair
60–69%	D	Needs improvement
Below 60%	F	Poor

70% is the pass line throughout the module.

If something goes wrong

Symptom	Likely cause	What to do
No Grading section, and its URL sends you to Dashboard.	Grade is off for this application.	Turn it on in Settings > Outputs & Grading.
Add at least one rubric criterion when Grade is enabled.	Grade was switched on with an empty rubric.	Add a criterion, then Save changes.
No graded conversations yet	Nothing has finished processing, or the date range excludes it.	Widen the range, or select View conversations.
Grading not enabled / not run. on the Call Grade card.	That conversation was processed under a pinned version where Grade was off.	Nothing to fix — conversations from now on are scored.

Next

• Voice application settings — where Grade and the rubric live.
• Browsing conversations — the Grade column.
• Voice analytics — grades across the application.