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Troubleshooting

This chapter provides tenant-facing troubleshooting steps for common issues.

Symptom: Insights are not appearing on conversations

Checklist

  1. Does the conversation have a transcript/thread?
  2. For calls, confirm transcription is enabled and a transcript exists.
  3. Is the AI Task enabled?
  4. Administration > Speech Analytics > AI Assistant > AI Tasks → Enabled
  5. Does the conversation match the task’s filters?
  6. duration threshold
  7. direction (inbound/outbound)
  8. channel restrictions
  9. Is there a processing delay?
  10. newly ingested conversations may take time to populate
  11. Did you recently enable the task?
  12. confirm whether historical backfill is supported (deployment-specific)

Symptom: Some conversations have insights, others do not

Likely causes: - filters exclude certain conversation types - transcription missing for some calls - conversations too short - channel-specific availability (text channels not enabled yet)

Symptom: Values are blank or dashboards show “No data”

Checklist: - confirm Custom Field exists and is enabled - confirm field is “available to AI Insights tasks” - confirm the AI Task mapping points to the correct field - confirm output format matches the expected type (number vs dropdown vs date)

Symptom: Values look wrong or inconsistent

Checklist: - review the prompt definition and rubric - validate “unknown/insufficient evidence” policy - test the task in Playground on a known set of conversations - check whether the prompt was recently overridden or updated - confirm dropdown labels exactly match allowed values

Symptom: Explanations are missing or not helpful

Possible causes: - prompt does not request an explanation - explanation is not stored/displayed in your deployment - prompt requests long, generic text

Fix: - update prompt to require explanation (1–3 sentences) and evidence from transcript - if explanations require a separate field, create and map it

MiaRec stores explanations automatically alongside insight values. The explanation is displayed in the Conversation Details → Analytics view next to the insight value without requiring a separate custom field.

Symptom: Task enabled but still not running

Possible causes: - AI engine/provider issue (provider-managed in SaaS) - task execution backlog - temporary outages

What tenant admin can do: - capture example conversation IDs - confirm enablement + filters - contact provider with evidence