What Are Signals

Signals are business-meaningful insights that Compass detects in every interaction. They translate behavioral patterns into actionable intelligence.

Examples

• Churn risk elevated — the customer showed signs of potential churn
• Dissatisfaction likely — negative sentiment or unresolved frustration detected
• Follow-up required — the interaction needs a follow-up action
• Objection handling — the agent successfully addressed customer objections

Signal Properties

Each signal includes:

• Present / Absent / Unclear — whether the behavior was detected
• Strength — how strong the behavior was (0-1 scale)
• Confidence — how certain the detection is

How Signals Are Used

Signals power multiple Compass features:

• Compass Score — signals contribute to the overall quality score
• Coaching — specific signals drive coaching recommendations
• Analytics — filter and aggregate by signal to find patterns
• Alerts — trigger notifications when critical signals appear