Understand feedback and scoring
Read your results, use the evidence, and understand what makes an attempt qualify.
On this page
Open an attempt from Progress or a scenario's Recent attempts to see its result. The attempt keeps the scenario version and scoring requirements used for that conversation.
Find a previous attempt
On Progress, search appears below your summary cards, followed by Filter. Narrow the history by scenario or outcome, then select a scenario title to open its attempt. The count and page controls sit below the table; searching or filtering returns you to its first page.
Start with the outcome
The result shows your performance score and whether the attempt met its certificate requirements. Feedback can take time to prepare after a call ends. You can leave the page and return to the same attempt.
Every completed conversation with usable captured dialogue receives a score, including short calls and calls ended by the counterpart. A skill you did not demonstrate receives 0 and remains part of the overall average. This applies to custom skills too.
Not scored is reserved for attempts that could not be evaluated, such as an unconnected call, unavailable conversation evidence, or unsuccessful feedback processing. It is different from poor performance.
Review the skills
Select a skill to see what happened in the conversation, the supporting moments, and what to try next. When retained call content is available, play a highlight to hear it in context.
Use feedback as a practical coaching aid. If a comment seems surprising, compare it with the transcript, recording, and written scoring standard. AI feedback can be imperfect; your manager can help you interpret a submitted result.
How qualification works
- Skills are scored out of 100. The overall score is their equally weighted average, including zeros for skills not demonstrated.
- A scenario can require a minimum overall score, individual skill minimums, and achievement of its goal.
- All required conditions must be assessed and met in the same attempt.
- Displayed scores may be rounded. Qualification uses the underlying value, so a rounded number alone does not establish that a minimum was met.
A score can still be available when part of the conversation was not captured. It reflects the available dialogue; incomplete evidence cannot establish certificate eligibility.
Your certificate requirements are shown with the result. Scores from separate attempts are not combined to qualify.
Choose one next step
Pick a specific change, such as asking a follow-up question before recommending a solution. Then use Practice again to try it in a new conversation.
See certificates for credential details and feedback troubleshooting if your result is missing or incomplete.