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Troubleshooting Common QAI Issues

Written by Moja Bot
Updated over a month ago

This guide covers the most common QAI (Quality Analysis Intelligence) issues and how to fix them.

Issue: My disposition isn't triggering

Possible Causes

1. Questions aren't being answered

Check individual call transcripts to see if your questions are getting responses.

How to check:

  1. Go to Reports → Click on a call

  2. Scroll to QAI Analysis section

  3. Look at each question and its answer

Fix: If questions show "No answer" or "Insufficient information":

  • Rephrase questions to match how people actually speak

  • Make questions more explicit

  • Ensure the information you're asking about is actually discussed in calls

2. Match criteria is too strict

If you require 100% of questions to match, but only 2 out of 3 are answered correctly, the disposition won't trigger.

Fix:

  • Change match criteria from "100%" to "2 out of 3 questions"

  • Add more questions to give the AI more chances to match

📸 Screenshot needed: Disposition match criteria settings

3. Another disposition with higher priority is winning

Even if your questions match, a different disposition might be selected if it has higher priority.

How to check:

  1. Look at the call's assigned disposition

  2. Compare its priority to your expected disposition's priority

Fix:

  • Increase the priority of your target disposition

  • Ensure your most important outcomes have the highest priorities (90-100)

Issue: I'm getting too many false positives

Possible Causes

1. Questions are too broad

Vague questions lead to incorrect matches.

Example of too-broad question:

"Did the customer seem interested?"

Fix: Be more specific:

"Did the customer request pricing information?"

"Did the customer agree to a follow-up call?"

2. Only using one question per disposition

Single questions catch edge cases that don't represent the true outcome.

Fix:

  • Add 2-3 more questions to the disposition

  • Require 100% match or "2 out of 3" for critical dispositions like "Sale"

3. Match criteria is too loose

"Any 1 question = yes" might be too easy to trigger for important dispositions.

Fix:

  • Change to "2 out of 3 questions" or "100%"

  • Add more qualifying questions

Issue: Questions aren't being answered at all

Possible Causes

1. No audio or transcription for the call

If there's no recording or the transcription failed, QAI can't analyze it.

How to check:

  1. Click on the call in Reports

  2. Look for the audio player and transcript

Fix:

  • Ensure call recording is enabled for your campaign

  • Check that your trunk/carrier supports recording

  • Contact support if recordings are missing

📸 Screenshot needed: Call detail page showing audio player and transcript

2. Call is too short

Very short calls (under 10 seconds) may not have enough content to answer questions.

Fix:

  • This is expected behavior for extremely short calls

  • Use a "Short Call" or "No Answer" disposition for calls under 20-30 seconds

3. Questions reference information not in the conversation

If you ask "What was the order ID?" but no order ID was mentioned, the AI can't answer.

Fix:

  • Review 10-20 call transcripts to see what information is actually discussed

  • Adjust questions to match real conversation content

Issue: Multiple dispositions showing for the same call

This is expected behavior. A call can match multiple dispositions—the one with the highest priority wins.

Example

A call matches both:

  • "Customer Service" (Priority 60)

  • "Sale" (Priority 100)

Result: "Sale" is displayed because 100 > 60

To view all matched dispositions:

  1. Go to Campaign → QAI Analysis → Reports

  2. View the call's question breakdown

  3. See which disposition questions were answered

Issue: Wrong disposition is being assigned

Possible Causes

1. Priorities are incorrect

Your less important disposition has a higher priority than your important one.

Fix:

  1. Review all disposition priorities

  2. Ensure highest-value outcomes have highest priorities:

    • Sale: 100

    • Appointment: 80

    • Not Interested: 50

    • Spam: 10

2. Compound questions causing confusion

Questions that ask two things at once can't be answered accurately.

Example of compound question:

"Did the customer provide their name and email address?"

Fix: Split into separate questions:

"Did the customer provide their name?"

"Did the customer provide their email address?"

3. Questions are too similar across dispositions

If "Sale" and "Quote Requested" have nearly identical questions, they'll trigger together.

Fix:

  • Make "Sale" questions more specific (payment info, confirmation number)

  • Make "Quote Requested" questions distinct (asked for pricing, but no payment)

Issue: QAI results are missing from Reports

Possible Causes

1. No dispositions configured

QAI won't analyze calls if no dispositions are set up.

Fix:

  • Go to Campaign → Call Dispositions

  • Add at least one disposition with questions

2. Calls are too old

If you just enabled QAI, it only analyzes new calls going forward (not historical calls).

Fix:

  • Wait for new calls to come in

  • Historical call analysis may require a support request

3. Campaign filter is incorrect

You might be viewing the wrong campaign in Reports.

Fix:

  • Double-check the campaign filter in Reports

  • Ensure you're viewing the campaign where you configured QAI

📸 Screenshot needed: Reports campaign filter dropdown

Issue: Can't export QAI data

Possible Causes

1. No disposition filter applied

Exports only include QAI data if you filter by disposition first.

Fix:

  1. Go to Reports

  2. Add filter: "Disposition is not blank"

  3. Then click Export

2. Export format doesn't include QAI columns

Standard exports may not include all QAI question columns.

Fix:

  • In the export settings, ensure "Include QAI Questions" is checked

  • Contact support if the option isn't available

Issue: QAI is analyzing calls but results seem random

Possible Causes

1. No format specified for answer types

Without expected formats, the AI returns inconsistent data.

Example: "yes," "YES," "y," "true," "1" all mean the same thing but don't aggregate well.

Fix:

  • Go to each question

  • Set Expected Format to yes / no for Yes/No questions

  • Set number formats for numeric questions (e.g., 0,000.00)

2. Open-ended text questions

Text answer questions without format constraints get inconsistent responses.

Fix:

  • For disposition matching, use Yes/No or Multiple Choice only

  • Reserve Text answers for data extraction (Order IDs, emails, etc.)

Issue: System is too slow / taking a long time to load QAI results

Possible Causes

1. Large date range selected

Loading QAI data for thousands of calls at once can be slow.

Fix:

  • Narrow your date range (e.g., last 7 days instead of last 30 days)

  • Filter by specific campaign or disposition first

2. Too many questions configured

Hundreds of questions across many dispositions slows down analysis.

Fix:

  • Keep it simple: 3-5 dispositions with 2-4 questions each

  • Archive unused dispositions

Still Having Issues?

Next Steps:

  1. Review setup: Read the QAI Best Practices Guide to ensure correct configuration

  2. Check examples: Browse Industry-Specific Templates for your vertical

  3. Contact support: Reach out to your Moja account manager with:

    • Specific call IDs showing the issue

    • Screenshots of your disposition and question setup

    • Expected vs. actual results

Related Articles:

  • Setting Up QAI Dispositions

  • Creating Effective QAI Questions

  • Understanding QAI Priorities

  • Exporting QAI Data

Last updated: February 24, 2026

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