> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.servinix.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Review call quality

> Use the Call Review page at /receptionist/review to handle calls Maya scored two stars or lower, including failing-axes tabs and bulk review actions.

# Review call quality

The Call Review page surfaces every call Maya scored at 2 stars or lower so you can identify what went wrong and take corrective action. Spending a few minutes here each week keeps Maya's quality trend moving up.

## Before you start

You need the AI CSR module enabled. Calls only appear on this page when Maya's automated scoring gives them a score of 2 or below. Any team member with AI CSR access can open the review page.

## Steps

1. In the left navigation, click **AI CSR** to open the dashboard.
2. In the **Action Required** section, click **Open review bucket**. Alternatively, navigate directly to `/receptionist/review`.
3. The Review page lists all calls scored ≤2★. Each row shows:
   * Caller name and phone number, and the date/time of the call.
   * Outcome (Transferred, Message, Dropped, etc.).
   * Score (1 or 2 stars).
   * **Failing axes** — one or more labels that identify why the call scored low.
   * Call duration.
4. Use the tabs at the top of the list to filter by failing axis:
   * **All** — every low-scoring call regardless of failure reason.
   * **Hallucination** — Maya stated something that wasn't in her FAQs or was factually incorrect.
   * **Source** — Maya cited a source incorrectly or couldn't point to a citable FAQ.
   * **Politeness** — the conversation tone fell below acceptable standards.
   * **Length** — the call was too short (possible abrupt disconnect) or excessively long.
   * **Escalation** — a transfer that should have happened didn't, or vice versa.
   * **Task** — Maya failed to complete the expected task (booking, message, transfer) for the call.
5. Click on a row to open the full call detail and listen to the recording (if call recording is enabled).
6. After reviewing a call, click **Mark reviewed** on that row to remove it from the active review queue.
7. To clear multiple calls at once, check the box on each row you've reviewed (or use **Select all** at the top), then click **Mark selected reviewed**.

## Result / verify

Marked calls disappear from the review list. The count shown in the **Action Required** section on the main dashboard decreases accordingly. If the same failure axis appears repeatedly across multiple calls, use the failing-axis tabs to group them and identify a systemic issue — for example, repeated **Hallucination** flags often mean a FAQ is missing or incorrect.

## Troubleshooting

If you see many **Hallucination** or **Source** failures, open Maya Asks and add the relevant questions as FAQs. For repeated **Escalation** or **Task** failures, review your transfer rules in Maya Settings to ensure the right calls are being handed off.

## Related

* [View the AI CSR dashboard](/ai-assistant/using-the-assistant/view-ai-csr-dashboard)
* [Review Maya Asks](/ai-assistant/using-the-assistant/review-maya-asks)
* [AI CSR call quality is low](/ai-assistant/ai-assistant-troubleshooting/ai-csr-low-quality-scores)
* [Configure FAQs for the AI CSR](/ai-assistant/setup/configure-faq-for-ai-csr)