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.
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 |
Once complete, click Save Override.
The metric score, category score, and total call score will update automatically.
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
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
Important
Always include a clear reason and transcript evidence when overriding a score. This helps maintain an accurate audit trail and supports compliance review.