Who can use this feature?
Plan: Call Center AI
Managed from: Admin Portal
User type: Admin, Analyst, User
After each call, Krisp AI analyzes the transcript to generate metrics, summaries, compliance alerts, and QA Scorecard results. In some cases, analysis results for a call may not appear. This article explains the conditions that prevent analysis from running and what each error message means.
These errors can appear in the Admin Portal on the call details page, and in the Krisp Live Widget (Agent Assist) when post-call analysis is unavailable for a specific call.
Conditions where analysis is not generated
The following conditions prevent analysis from running. When one of these is detected, Krisp does not attempt to generate results and retry is not available.
| Message | Affects |
|---|---|
| This call was not in English. Summaries and metrics are only available for English calls. | All features |
| No customer speech captured. Please check Krisp speaker setup before the next call. | All features |
| This call was shorter than 30s. A longer call is needed for a reliable summary. This threshold can be adjusted. | All features |
| Incomplete transcript detected. Too little speech was captured from the customer or agent (fewer than 10 words or 3 speech segments). These thresholds can be adjusted. | All features |
| Low quality transcript. The ASR confidence score is below the required threshold. | All features |
| Invalid Call. Content is unclear or is not an agent-customer conversation. | All features |
| Call type mismatch. Content is unrelated to the summary template. | Call Summary |
| Transferred call. The call was transferred to another department for resolution. | Call Metrics, QA Scorecard, Compliance Monitoring |
| Outbound Call. The call was identified as an outbound call initiated by the agent. | Call Metrics, QA Scorecard, Compliance Monitoring |
| Third-Party Call. The call was identified as an agent-to-third-party call without the customer. | Call Metrics, QA Scorecard, Compliance Monitoring |
Info
The Transferred call, Outbound Call, and Third-Party Call errors only prevent metrics, scorecard, and compliance results from generating. Call Summary is not affected and may still appear for those calls.
Processing errors
The following errors occur when analysis started but could not be completed due to a processing issue.
| Message | Affects |
|---|---|
| Summary generation failed. Please try again later. | Call Summary |
| Call metrics generation failed. Please try again later. | Call Metrics |
| Compliance monitoring failed. Please try again later. | Compliance Monitoring |
| Transcript validation failed. Please try again later. | All features |
| Scorecard generation failed. Please try again later. | QA Scorecard |
To retry:
- Admin Portal: Use the Regenerate button on the call details page.
- Agent Assist: Use the Retry button in the app.