Use this to review the outcome alongside conversation evidence and choose a useful coaching moment.
- Open the sit. On the web, open Sits in the sidebar and choose the sit. On the phone, tap the sit on Today or in the sit list.
- At the top, compare the two reasons. On the phone they are You reported and The sit says. On the web they are in the Reported versus real panel, under the rep's reason and The recording says.
- Read the evidence under the found reason: the words from the sit that support it.
- Play a quote, or open it in the Transcript, to hear it in context.
- On the phone, tap Confidence to see how sure the read is.
- Managers and owners: to see the pattern across many sits, open Dashboard and look at Why PNS sits did not close.
The found reason is a read of the recording, not a verdict. Listen to the moment before you act on it.
If it does not work
- Only the rep's reason shows: the sit is still being scored, or the rep has not given an outcome yet.
- The two reasons match: the rep's account and the recording agree.
Still stuck? Open Help and choose Talk to a person.