This article explains how to read the Result of a simulation conversation. When the conversation ends, the result opens full screen; later, clicking a row in My history (and on the manager screens) opens the same content in a window. A result link in a notification or an e-mail also opens My history and shows the result in a window. The employee who held the conversation, their manager and admins open it; managers and admins see it read-only with the employee's name at the top.
Before you start
The conversation has ended and been scored. The score is usually ready in under 30 seconds; meanwhile the page says "The conversation is being scored".
Reading the result
The ring at the top shows the total score out of 100; next to it are a Passed or Failed badge and a short summary (for example "The pass score is 70; you scored 66. You needed 4 more points to pass."). The outcome (Successful conversation or Unsuccessful conversation), the pass score, difficulty and mode, the customer's mood in this conversation, the duration, the date and how it ended. If you scored 0 on a critical criterion, the score still shows but the result is Failed with a Critical error badge.
Under Criteria each criterion is a card: its score, name, the skill it measures, its weight, a four-step level meter (Level 3/4), the judge's reasoning and evidence quotes from the conversation. Clicking a quote finds that turn in the transcript and highlights it briefly. On narrow screens and phones the content splits into the Feedback and Transcript tabs; clicking a quote switches the tab.
Your strengths (green box) and What to work on first (orange box) are short bullet points.
You could have said shows a better reply and its turn; clicking the turn shows it in the transcript.
The Conversation measures cards show measures with their target ranges: response time, message length and questions asked in written conversations; speaking rate, talk ratio, longest monologue, long silences and interruptions in voice conversations. They are for information and do not affect the score.
The Transcript (on the right on a wide screen) shows chat bubbles with numbered turns; coach tips and triggered rules are marked. A rule shows as its sentence in the scenario studio (for example "If the employee mentions a price, the customer raises the objection "The competitor is cheaper".", "If the employee brings this up: last year's claim, the customer reveals: ..."). If audio recording is on, a player is at the top. When the retention period ends the transcript is deleted; the score and criterion summaries stay.
The XP you earned, your level progress, your streak and the new badges this attempt earned (when your company's automatic badge rules gave one) show briefly under the score. A badge can arrive a few seconds after the scoring; it appears by itself while the result is open.
The score comes from an AI judge: each criterion is a level from 0 to 4, the criterion score is 25 times the level and the total is the weighted average. A criterion without evidence gets at most level 1. No emotion is inferred from your tone or voice; the evaluation looks only at what you said.
Next step
Try again opens the start window of the same scenario. In the window it is in the footer; in the full-screen result it is next to the score, and you leave the full-screen result with Back to practice or My history.
The scenarios under Recommended practice measure your development area; click a card to start.
Ask for a review asks your manager or an admin to review the result. The reason is 10 to 500 characters; you can appeal within 14 days of scoring, once per attempt (if your company turned appeals on). On a failed attempt of a certificate track the same button asks for a review. While the review runs the result shows Under review; when it ends the score is updated and "The score was corrected by a review" appears.
If the evaluation failed, the page says Could not be scored; an admin can score it again with Score again. If you sent fewer than 2 messages, the conversation is not scored and the credit is returned.
Common problems
Symptom: There is no Ask for a review button.
Cause: Appeals are off in your company, 14 days have passed, a review was already requested for this attempt, or you opened the page as a manager.
Fix: Talk to your manager.