Use this article to add Fin Voice calls to a Monitor, score them with AI criteria, manual criteria, or both, and understand what a Monitor can and can't judge on a call.
Note: Phone call review is available to teammates on the Pro add-on for Monitors. It covers calls that Fin Voice answers.
What is phone call review in Monitors?
Phone call review in Monitors lets you review Fin Voice calls the same way you review chat and email conversations. Add the Phone call channel to a Monitor and pick any Scorecard. AI criteria score the call transcript automatically, and manual criteria go to your reviewers, who can read the transcript and play the recording.
Why use phone call review in Monitors?
Reviewing phone calls in Monitors gives your team the same QA coverage on calls that you already have on chat and email:
Bring phone calls into the same QA workflow you already use for chat and email conversations.
Score what was said automatically with AI criteria, and score tone of voice by listening to the recording with manual criteria.
Catch quality issues on calls that previously had no review process at all.
How to set up phone call review in Monitors
To review Fin Voice calls in Monitors, an admin sets up a Monitor with a channel filter and a Scorecard.
Create a Monitor and set the Initial channel filter to Phone call. Without this filter, the Monitor also takes chat and email conversations. Writing "phone calls" into AI flag criteria doesn't filter by channel; the channel filter does.
Attach a Scorecard to the Monitor. Any Scorecard works: all AI criteria, all manual criteria, or a mix.
Add any other filters you need, such as attributes. Don't add a CX score filter to a Monitor for calls, because CX score filters only work for text conversations.
Once these are in place, a call that ends and matches the Monitor's filters appears in the Monitor about 15 minutes after the call ends. The wait gives the transcript time to arrive.
AI criteria are scored when the call arrives in the Monitor. If every criterion on the Scorecard is AI-scored, the call is fully reviewed with no human step. If the Scorecard has manual criteria, the call waits in the Unreviewed conversations queue until a reviewer reads the transcript, plays the recording, and fills in each manual criterion. The call's score is calculated once every criterion has a value.
Note: Nothing changes for the customer on the call. This setup only affects how your team reviews calls afterward.
What can AI criteria judge on a phone call?
AI criteria read the call transcript, which contains every turn of the call as text. AI criteria don't hear the recording, so they can't judge audio cues like tone of voice, sarcasm, hold time, dead air, how long someone waited for an answer, background noise, or interruptions. For example, an AI criterion like "Find out if the customer's tone was sarcastic" won't work on a call. Make any criterion that depends on an audio cue manual, so a reviewer can play the recording.
What happens to follow-ups in your helpdesk after a call?
If you use Fin Voice with Fin for platforms, a Monitor scores the call itself. Anything that happens afterward in your helpdesk, such as a teammate reply on a ticket or case, isn't part of the call conversation, so the Monitor doesn't read it.
If you sync conversation history from your helpdesk into Intercom, each synced ticket or case appears as its own conversation. You can review it separately, but it isn't joined to the call, so a reviewer on the synced conversation won't see the call recording.
Monitor template for Fin Voice call review
Instead of building a Monitor from scratch, you can start from the Fin over phone manual review template when you create a Monitor. The template comes with a manual Scorecard.
To use the template, click + Monitor from the Monitors page, then select the Fin over phone manual review template under the Fin monitors tab.
The template's Scorecard has five manual criteria: Communication, Clarification, Escalation Ease, Efficiency, and Customer Sentiment. Customer Sentiment is not scored. The Scorecard passes a review at a score of at least 50%.
What are the limitations of phone call review in Monitors?
CX score filters only work for text conversations. A Monitor with a CX score filter and a Phone call channel filter matches no calls, and the Monitor side sheet says so. A Monitor with a CX score filter and no channel filter takes chat and email conversations and leaves calls out without a message.
Short phone calls are skipped from Monitors. A call needs at least 2 turns from the caller and 2 turns from Fin to be included in a Monitor. Unanswered calls, very short calls, and calls that were mostly hold time don't appear. This is the same rule used for chat conversations.
Nothing after an external transfer is captured. If Fin Voice escalates or transfers a call to a third-party telephony provider or another outside phone system, the transcript ends at the transfer. The part of the call handled by the third-party provider isn't in the transcript, so a Monitor can't review it. Hold music and IVR (interactive voice response) menus aren't in the transcript either. Call recording and transcription must be on in your workspace for calls to be reviewed.
Scorecards have no channel setting. A Scorecard can't be marked "for calls." The same Scorecard can be used on calls and on chat, and criteria written for a transcript work on both.
The workspace limits for AI apply to calls. Each workspace can have 20 live Monitors with AI flag criteria and 20 AI-scored Scorecard criteria. Filter-only Monitors and manual criteria are unlimited, and calls count like any other channel.
The same limits that apply on chat and email apply on calls. For example, there's no check against your knowledge base.
Helpdesk follow-ups aren't included. A Monitor filtered to Phone call reads the call conversation only. Follow-ups in your helpdesk, including synced tickets and cases, aren't linked to the call.
Phone call review in Monitors FAQs
Can AI score phone calls in Monitors?
Can AI score phone calls in Monitors?
Yes, AI can score phone calls in Monitors. AI criteria on a Scorecard score the call transcript automatically, and manual criteria go to your reviewers. AI reads the transcript, not the audio, so make any criterion about tone of voice, sarcasm, hold time, or background noise manual.
Why are no calls showing up in my Monitor?
Why are no calls showing up in my Monitor?
Calls most often don't show up in a Monitor for one of these reasons:
The Monitor doesn't filter on Initial channel is Phone call, so calls compete with chat and email and may be hidden by other filters.
The Monitor has a CX score filter. CX score filters only work for text conversations, so the filter leaves calls out.
The call was too short. A call needs at least 2 caller turns and 2 Fin turns.
The call ended less than 15 minutes ago. Calls take that long to appear while the transcript arrives.
Does a Monitor include follow-ups in my helpdesk after a phone call?
Does a Monitor include follow-ups in my helpdesk after a phone call?
No, a Monitor doesn't include follow-ups in your helpdesk after a phone call. The Monitor reads the call conversation only. If you sync conversation history into Intercom, the synced ticket or case is a separate conversation you can review on its own, but it isn't joined to the call.
Is there a faster way to set up phone call review than building the Monitor from scratch?
Is there a faster way to set up phone call review than building the Monitor from scratch?
Yes, you can set up phone call review faster by starting from a Monitor template. When you create a Monitor, the Fin monitors tab includes a "Fin over phone manual review" template that comes with a manual Scorecard, so you skip building a Scorecard from scratch.
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