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Use Atlas to review what happened in a conversation and the evidence supporting a finding or evaluation. Performance Assurance and Customer Intelligence use the same underlying interactions, with different questions and criteria.

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Before you start

Select the workspace and time period. You need access to the interaction and the relevant transcript, recording, findings, or evaluation. Recording access is checked separately from the ability to see a general result.

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Open an interaction

Find the conversation in Conversations or follow the interaction link from a review or finding. Confirm its source identifier and date before interpreting the result. Inspect the available transcript and recording. Speaker labels, timing, and original audio may be absent for a supplied transcript.

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Inspect findings

Review the analysis version, processing state, and supporting passage for each relevant finding. A finding can identify a need, scenario, action, or commitment. Distinguish a statement made during the call from independently verified completion afterward. Follow the evidence instead of treating a summary as the full source. Check the input and transcript revision when comparing results or navigating pages. An unavailable analysis, a failed analysis, and a completed analysis with no findings are different states.

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Review quality work

Open Quality → My reviews for assigned review work, or inspect the relevant evaluation from Quality. Check the evaluation’s form or Definition version and criteria. Review field-level evidence and the source interaction before accepting the conclusion. Manual evaluation submission requires the permission to create evaluations; a reader may have access to inspect the workspace without permission to submit a score. Record follow-up in the existing operational workflow for the issue or assigned work. Use the relevant knowledge when coaching or explaining the expected practice.

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Check a trend

Open the appropriate Analytics view when you need to compare multiple interactions. Confirm the metric definition, population, time window, and available history. A repeat-contact measure and a verified resolution measure answer different questions. Read the selected metric’s definition before calling a result first-contact resolution. For programmatic reads, use the published Mach-1 results contract or the relevant authorized Atlas interface. Browser-session routes and external APIs have distinct credentials.