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This is a verified product documentation article. For case-based resolutions articles, please reference the Knowledge Base section of Invoca Community.
stevestormoen
Employee
Employee

In your Invoca account, Signals are a powerful tool for providing feedback on what happened during your phone calls — but sometimes they don't capture the whole story. Sometimes a Signal, especially one that relies on voice and Signal AI technology, doesn't quite hear a key word or phrase correctly. Other times, your sales agents might receive a phone call that doesn't apply to the call scoring criteria you've set up. For cases like these, you can manually assign new values to a Signal to correct it in your scorecards and reports, and potentially even fire off webhooks.
 

Trying to edit a Signal field itself — not just the Signal values for a given call?
In some circumstances it's possible to edit a Signal field to work differently, but be extremely careful with this, because it can cause major disruptions in your historical reporting data. See Basic Knowledge: Signals to learn more.

 
First, follow our guide How to review your phone calls by listening to recordings and reading transcripts to access the call(s) you want to edit. 

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In the Analysis panel, you'll see a list of Signals for that call, as well as the values for each of those Signals. Here's what each of the icons for your Signals values mean in that panel:
 

  • Green circle with checkmark: Automatically marked "True" by Invoca
  • Green thumbs-up: Manually marked "True" by a user on your network
  • Red circle with x: Automatically marked "False" by Invoca
  • Red thumbs-down: Manually marked "False" by a user on your network
  • Gray circle with dash: Automatically marked "Not Applied" by Invoca
  • Gray dash: Manually marked "Not Applied" by a user on your network 


To change the values of any Signals on this call, click Edit.

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In the fly-out pane that opens, you'll see the same list of your Signals, with buttons to mark each as "True", "False", or "Not Applied". Select the new value you'd like to assign for each Signal. When you're finished, click Save.

You should now see the new values you selected in the Analysis panel of your Call Details for that call. Likewise, your new Signal values will be reflected in your Invoca reports and on your sales agents' scorecards.

Additionally, if the Signal you corrected was an AI Signal, your Signal AI model will use your correction as training data to improve your AI model and make more accurate predictions in the future. See How to train the accuracy of your Signal AI for more information.

Finally, if you have an Invoca Webhook set up to fire on a Signal you've edited, that webhook will fire only if you've changed the value to "True". 
 

Need more help?

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