The Compliance Score Override feature allows authorized users to manually adjust an AI-generated compliance score on a specific call.
Use this when the score doesn't match your human review of the call. Reviewers can update the score, document the reason, and attach supporting transcript evidence.
With this feature, you can:
Override individual compliance metrics on scored calls
Add a required reason for every override
Highlight transcript evidence to support the change
Instantly update metric, category, and total call scores
Review override history, including reviewer name and timestamp
Revoke an override and restore the original AI score
Permissions
Override access is controlled by the Dialer Compliance permission.
To grant access:
Go to Management > Platform Users
Select the employee
Open the General tab
Locate the Dialer permissions panel
On the Compliance row, select the correct permission level
Permission | What it allows |
None | User cannot view compliance scores |
Show | User can view compliance scores but cannot make changes |
Edit | User can view, override, and revoke compliance scores |
Note: Only users with Edit permission will see the Override action.
⚠️ If you don't see the Edit tab inside a category: double-check that your Dialer → Compliance permission is set to Edit (not Show) on your user profile. If it is and the tab still isn't visible, hard refresh the page (Ctrl + F5 / Cmd + Shift + R). If that doesn't resolve it, contact support — Compliance Score Override may not yet be enabled for your agency.
How to Override a Compliance Score
Log in to the Dialer
Go to Calls > Compliance
Locate the call you want to review
Scroll right to the Actions column
Click the info icon to open call details
Scroll to the Compliance Summary
Find the metric you want to override
Open the metric dropdown
Click Edit to open the Override modal
Completing the Override
In the Override modal, complete the required fields:
Field | Description |
Metric | The specific compliance question being scored |
AI Score | The original AI-generated score |
Override To | Select the new score: Pass or Fail |
Reason | Required explanation for the override |
Transcript Evidence | Highlight the supporting transcript text (optional in special cases — see below) |
Once complete, click Save Override.
The metric score, category score, and total call score will update automatically.
Overriding When the Agent Skipped a Section
Sometimes the agent skips a required section entirely — there's no transcript text to highlight because the disclosure never happened. Here's how to override in that case:
Open the metric for the skipped section.
Set Override To = Fail.
In the Reason field, write a clear explanation, for example: "Agent skipped this section. Required disclosure was not provided at any point in the call."
For Transcript Evidence, you have two options:
Leave the highlight blank — the reason becomes the audit trail.
Highlight the adjacent statement where the disclosure should have been (e.g., where the agent transitioned away from the topic) to document the omission in context.
Click Save Override.
📌 Tip: The Reason field is the most important part of an override without transcript evidence. Write it as if a CMS auditor will read it later.
When a Call Shouldn't Have Been Scored
Occasionally a call gets scored that isn't in scope for Medicare/ACA compliance review — for example, hospital indemnity, dental, ancillary product calls, retention calls, or disconnected calls that the AI processed anyway.
For these calls:
Open each scored metric.
Set Override To = Pass (so the call doesn't tank the agent's average).
In the Reason field, write: "Not a Medicare/ACA call — out of scope for compliance scoring. [Call type: hospital indemnity / dental / ancillary / etc.]"
Save the override.
📌 Long-term fix: If certain dispositions or queues are regularly producing out-of-scope scored calls, work with your CSM to exclude that queue or disposition from compliance scoring entirely.
My Call Has No Compliance Score Yet
If a call shows a yellow box, "Processing," or no score reasoning at all, here are the common causes:
Still being scored — Compliance scoring runs roughly hourly. Wait ~1 hour after the call completed, then refresh.
Call too short or no audio — Calls under a few seconds, or calls with missing audio, are skipped.
Scoring temporarily paused — During peak load or maintenance, scoring may queue up.
Out-of-scope call type — See above.
If a call still has no score after 1 hour, contact support with the call ID and we'll investigate.
How Overrides Appear
Overridden scores are clearly marked across the platform.
Indicator | What it means |
Asterisk (*) | The score was manually overridden |
Override Details | Shows the reason, transcript evidence, reviewer, and timestamp |
Updated Totals | Metric, category, and total scores reflect the override |
Revoking an Override
Users with Edit permission can revoke an override at any time.
To revoke an override:
Open the call details
Scroll to the Compliance Summary
Locate the metric with an asterisk (*)
Open the metric dropdown
Click Revoke Override
This removes the manual adjustment and restores the original AI-generated score.
Best Practices
Write the reason clearly, as if it may be reviewed later by a CMS auditor
Highlight only the most relevant transcript evidence
Limit Edit permission to QA leads, supervisors, and compliance reviewers
Review override trends regularly to identify scoring drift
Revoke overrides that were applied by mistake
For repeated out-of-scope scoring, contact your CSM to adjust scoring scope — overriding is a short-term fix, not a permanent one
Important
Always include a clear reason when overriding a score. Transcript evidence is preferred but can be skipped for skipped-section overrides. This helps maintain an accurate audit trail and supports compliance review.