Glossary
AuditorIA uses a handful of its own words on nearly every screen. Here is what each one means and where to go to use it. If you came looking for a single term, read only that entry: they are written to stand alone.
Audit
The evaluation of a call or a chat against the criteria in the quality scorecard of its campaign. It produces a score and a breakdown of which criteria were met and which were not.
AuditorIA generates it automatically when the campaign is configured that way; a person can then correct it and close it by validating it. See Review a call audit.
Manual audit
An audit a person records directly, with no audio or transcription involved. It is for conversations already reviewed outside AuditorIA, or when you do not have the audio in the application.
It is born already evaluated, but it enters the same review and validation circuit as everything else. See Create manual audits.
Campaign
The grouping AuditorIA uses to organize and evaluate work: it defines where audio or conversations come in, which scorecard audits them, which alerts and automations run, and how cases are filtered afterwards.
Each person sees only the campaigns assigned to them. Call campaigns and social media campaigns are separate and independent. See Campaign configuration.
Criterion
Each question the audit answers with met or not met: for example, "does the agent verify the customer's details?". It lives inside a quality scorecard and has a category, a description of the evidence expected, and, depending on the evaluation mode, a weight.
See Quality scorecards.
Critical criterion
A criterion flagged as sensitive: compliance, serious errors, missing identity verification. What it triggers depends on the scorecard's evaluation mode.
- Qualitative: if it is not met and it counts, the score drops to
0and the whole audit fails. - Quantitative: it does not change how the score is calculated, but it can trigger alerts by email or inside the application.
Task states
Where a task sits along the way. The ones you will see most:
| State | What it means |
|---|---|
| Pending | Uploaded, waiting its turn to be processed. |
| Processing | Being transcribed right now. |
| Completed | Transcribed and ready to audit. It has no audit yet. |
| Audited | It already has an audit, but nobody has reviewed or closed it. |
| Validated | A person reviewed the audit and closed it. |
| Failed | Processing did not finish. See Common problems. |
Operator ID
The number that identifies an operator across calls, chats, audits, filters, and reports. It is what connects a conversation to the person who handled it.
A user account can also carry an operator ID: that is what lets you see your own cases. If you cannot find your calls, this is the first value to check.
Not counted
A criterion left out of the calculation for one specific case, almost always because its condition did not apply or data was missing. It stays on the record - you can see it was there - but it does not affect the score or the compliance rate.
It is the most common explanation when a score does not match a count done by hand.
Operator
The person who handles the calls or the chats: the one being audited. They are identified by their operator ID.
An operator does not need an account to sign in to AuditorIA. They can exist only as an identity to attach cases and reports to. See Manage local operators.
Quality scorecard
The set of criteria used to evaluate a campaign, plus the evaluation mode and the minimum passing score. One campaign, one scorecard.
Changing it does not rewrite audits already done: each one keeps the scorecard version it was generated with. See Quality scorecards.
Score
The numeric result of an audit, from 0 to 100. How it is calculated depends on the scorecard evaluation mode: qualitative adds up the weights of the criteria met; quantitative is the percentage of criteria met out of those counted.
Some screens call it Score and others call it a rating. They are the same thing.
Task
A call or a chat inside AuditorIA, along with everything attached to it over time: the audio or the messages, the transcription, the case data, and its audit once it has one.
It is the unit you work with in the lists, and the thing that carries a state. See Search and work with tasks.
Transcription
The text of what was said in a call, split by speaker and synchronized with the audio. It is the evidence the audit rests on: it lets you read and jump to the exact moment instead of listening to everything.
See Transcription viewer.
User
An account that signs in to AuditorIA with a username and password. It has a role - which defines the sections and actions it can see - and assigned campaigns.
It is not the same as an operator: the user uses the application, the operator is the one being audited. One person can be both, and that is where their operator ID comes in. See Manage users with access.
Scorecard version
The snapshot of a quality scorecard at the moment it was saved. Each audit is tied to whichever version was active when it was generated, and that tie does not break if you change the scorecard afterwards.
That is why two audits from the same campaign can have been evaluated against different criteria. See Quality scorecard versions.
Not what you were looking for
- If the term is a button or a section you cannot see on your screen, see I cannot see an option the manual mentions.
- If it is an error message or something that does not work, see Common problems.