Skip to main content

Common problems

This guide compiles common problems when using AuditorIA and what to review before escalating the case.

Login and permissions​

I can't log in​

Symptoms: "Invalid credentials" appears or the login does not progress.

Solutions:

  1. Verify username and password.
  2. If you do not remember the password, select Forgot your password? and use the email associated with the account.
  3. If you received an invitation, confirm that the link has not expired or already been used.
  4. Clear cookies and browser cache.
  5. Try an incognito window.

I completed registration but I am still waiting for access​

Registration creates the account but does not assign roles. Do not register again. Ask the person who manages access to assign the required role and, when applicable, campaigns and an operator ID. See I cannot see an option the manual mentions.

Links can be used once and expire after seven days. Confirm that you opened the complete link and that it matches the invited email. If it expired or was already used, request a new invitation.

The session is closed often​

Solutions:

  1. Check internet connection.
  2. Check extensions that block cookies.
  3. Try in another browser.
  4. If it happens many times a day, notify the administrator.

I see 403 or a section does not appear​

See I cannot see an option the manual mentions: it explains how to check which role and which campaigns your account has, what each symptom means, and what to ask for so you can move forward.

Audio upload​

The file is not uploaded​

Probable causeSolution
File too largeVerify that it does not exceed 100 MB per file or 100 MB per batch.
Unsupported formatUse audio/video formats accepted by your installation.
Unstable connectionRetry with a stable connection.
campaign without accessReview permissions and assigned campaigns.
Operator not availableFirst select campaign or check the operator-campaign link.

CSV is not applied​

Check:

  • that the file is CSV and has correct headers;
  • including file_name,operator_id,campaign_id,home_call,direction,client_document_type,client_document;
  • that file_name exactly matches the name inside the ZIP;
  • that campaign_id and operator_id exist and are accessible;
  • let direction use recognizable values, for example INCOMING or OUTGOING;
  • that the CSV does not have duplicate or empty rows.

I cannot use campaign nomenclature​

It can happen because:

  • you did not choose a campaign;
  • campaign does not have active nomenclature;
  • the file does not respect the configured pattern;
  • a mandatory variable is missing in the name;
  • the address or date does not match the expected formats.

Check the pattern from campaigns Configuration, Processes section.

Fragmented call fails​

Check:

  • that you have attached at least two fragments;
  • that everyone belongs to the same call;
  • that the order is correct;
  • that the fragment chosen as the final name is unique;
  • that you are not trying to load ZIP or CSV in this mode.

Transcription and processing​

The task remains in process for a long time​

  1. If the audio is long, wait a reasonable time.
  2. Reload the page to confirm if the status changed.
  3. If it takes more than an hour, contact the administrator with UUID and file.

The transcription has many errors​

  1. Check audio quality.
  2. Check the chosen language and engine.
  3. If there is noise, overlap or multiple speakers, accuracy may drop.
  4. Correct manually only if your role allows it and you are sure of the audio.

Diarization mixes speakers​

Diarization works best with clear audio and distinguishable voices. If it fails, listen to the evidence and, if enabled, correct labels or segments from the viewer.

Audits and scorecards​

Get audit is not available​

Check:

  • that the task is processed;
  • that has campaign;
  • that has an operator;
  • that the campaign has an active scorecard;
  • that your role can audit.

The audit cannot be edited​

It can happen if:

  • has already been validated;
  • your role does not have editing permission;
  • the audit was generated with a scorecard version other than the active one;
  • The audit is historical and has no known version.

In version cases, check if it is appropriate to use Regenerate audit.

I changed the scorecard but the old audit did not change​

This is expected. Saved audits retain the scorecard version used when they were generated. To recalculate a case, regenerate it if the action is available and operationally appropriate.

The score does not match a manual count​

Check:

  • qualitative or quantitative mode;
  • criteria not accounted for;
  • critical criteria;
  • scorecard version used;
  • if the audit was corrected manually.

Chats and S1 Gateway​

Expected chats do not appear​

Check:

  • campaign RRSS correct;
  • active chat source;
  • configured channel;
  • last synchronization;
  • S1 Gateway errors;
  • campaign permissions;
  • filters applied in the list.

S1 sync does not bring new data​

Check the campaign configuration:

  • credentials and connection;
  • available channels;
  • date range or preset used;
  • lot size;
  • active schedule;
  • UTC interval and time;
  • history of executions and errors.

Notifications​

I don't receive notifications​

  1. Check that the event has occurred.
  2. Confirm that your user is a recipient.
  3. Verify that the campaign or criterion has in-app notification enabled.
  4. Wait a few seconds and reopen the campaign.
  5. If the session expired, log in again.

Notifications are not marked as read​

  1. Reload the page.
  2. Wait a few seconds.
  3. If it persists, contact the administrator.

Reports​

Reports take a while to load​

  1. Reduce date range.
  2. Filter by campaign or operator.
  3. Avoid combining too many broad filters.
  4. Wait for the loading to finish before changing parameters.

Totals do not match expectations​

Check:

  • if the report uses audited or validated cases;
  • if there are criteria not accounted for;
  • if the sample mixes calls, chats or manual audits;
  • whether the audits were generated with different scorecard versions;
  • if a month, campaign or operator filter is activated.

When the difference appears to come from scorecard changes, check Quality scorecard versions before comparing averages between periods.

Performance​

The platform is slow​

  1. Clear browser cache.
  2. Check connection.
  3. Reduce simultaneous filters.
  4. Try incognito window.
  5. Use an updated browser.
tip

Recommended browsers: Chrome, Edge, Firefox or Safari in current versions.

Report an issue from the app​

In the sidebar, Report an issue opens a form with three options:

OptionWhen to use it
Evaluation errorThe audit evaluated one or more criteria incorrectly. Identify the affected criterion and the expected result.
Report bugA screen, action, or piece of data does not work as expected.
Suggest featureYou want to propose an improvement or a new capability.

Include enough context to reproduce or review the case: what you were trying to do, the actual and expected result, screen or URL, date, and any available identifiers such as UUID, task, chat, campaign, or operator. Also state whether the problem is reproducible.

When to contact support​

Contact support or administrator if:

  • the problem affects several users;
  • you see errors 500, 502 or 503;
  • the app is inaccessible;
  • there is a security risk;
  • a charge or synchronization fails repeatedly;
  • a critical audit cannot be validated or corrected.

Includes:

  1. What were you doing.
  2. Steps to reproduce.
  3. Screenshots.
  4. UUID, file, campaign or operator involved.
  5. Date and time.
  6. Browser and version.
  7. Console errors if requested by the administrator.

Next steps​