Missing or unclear results
Why results can be missing or unclear, how the result status helps, and what to check in the script, knowledge and field configuration.
Last reviewed: 2026-07-22
When results are missing or unclear
Not every conversation yields complete result fields. Sometimes a detail stays open, sometimes it is uncertain. This is not necessarily an error but often a natural consequence of how the conversation went. The result status shows how reliable a detail is and helps you interpret the cause.
Common causes
Missing or unclear results can have several reasons:
- The conversation ended early before all details were captured.
- The prospect would not or could not provide a detail.
- A field did not apply to this conversation.
- A detail only emerged from the context and was captured as inferred.
- A stop or opt-out request took precedence over further questions.
Reading the result status correctly
The status classifies each detail. Missing means no detail was captured. Needs_confirmation points to an uncertain detail. Inferred shows a detail that came from the context but was not explicitly confirmed. Not_applicable shows the field was deliberately not collected. For the full overview, see understanding result status.
What you can check and improve
- Look at the transcript to follow the course of the conversation.
- Check whether a field should reasonably be required.
- Verify that knowledge provides the necessary factual basis.
- Watch whether frequent questions shift a point in the conversation.
If not only a result but the entire transcript is missing, see missing transcripts or results.
Hinweis: Missing results are a valuable pointer to room for improvement in the script, knowledge or field configuration.