Compliance Report¶
Build custom compliance checks to measure whether your agents' calls meet specific requirements defined in your call analysis data.
Access: Available to users with Administrator or Manager roles, provided the Compliance Report feature has been enabled for your organisation. Contact support if you do not see this option.
Admin feature
The Compliance Report is an organisation-level feature that must be enabled by Icana.AI. It will not appear on the Reporting Overview page unless it has been activated for your account.
Accuracy note
This report checks requirements specified by your organisation — it does not constitute a regulatory compliance assessment. As with any AI-based analysis, occasional inaccuracies may occur.
Accessing the Compliance Report¶
Click the Compliance Report tile on the main Reporting Overview page.
How It Works¶
The Compliance Report lets you define one or more compliance checks. Each check targets a single boolean (yes/no) field from your call analysis data and specifies which value is considered non-compliant. When you run the report, CallCoach counts how many calls failed each check, broken down by team and agent.
For example, you could define a check such as: "Calls are non-compliant when Disclosure Read is FALSE", and the report will show you exactly which teams and agents had calls where the agent did not read the required disclosure.
Setting Up the Report¶
Step 1: Set the date range¶
Enter a From Date and To Date to define the analysis period. As you select dates, the page shows a Previous Period — an equal-length period immediately before the current one — which is used for period-over-period comparison.
Step 2: Filter by team (optional)¶
Use the Teams multi-select to limit the report to specific teams. Hold Ctrl (Windows) or Cmd (Mac) to select multiple teams. Leave the selection empty to include all teams.
Step 3: Add compliance checks¶
Click Add Compliance Check to add a new check section. Each section contains:
- Section label — a name for this check (editable inline; defaults to the field name when you select one)
- Field selector — choose the boolean field from your call data to measure
- Non-compliant value — select either TRUE or FALSE as the failing condition
The sentence reads: "Calls are non-compliant when [field] is [value]." For instance, if you want to flag calls where an agent skipped a required step, you would set the non-compliant value to FALSE (assuming a TRUE value means the step was completed).
You can add as many checks as needed, one per compliance requirement.
Reordering sections
Drag the grip icon on the left side of any section header to reorder your compliance checks. The order you set is saved with your configuration.
Step 4: Run the report¶
Click Run to generate results for all compliance checks simultaneously. The page loads data for both the current period and the previous period in parallel.
Reading the Results¶
Summary tiles¶
After running the report, summary tiles appear at the top of the page — one per compliance check. Each tile shows:
- The check name
- The total number of non-compliant calls
- The non-compliance rate (as a percentage of applicable calls)
- A period-over-period change indicator (in percentage points)
A green tile with a tick means zero non-compliant calls were found for that check. Click any tile to scroll directly to the corresponding section.
Non-compliance overview chart¶
A stacked bar chart compares the total number of non-compliant calls across all checks for the current period versus the previous period. Each compliance check is shown in a distinct colour.
Per-section results¶
Each compliance check section displays:
Overview table — a breakdown by team showing:
| Column | Description |
|---|---|
| Team | Team name |
| Matching Calls | Total calls where this field was present in the analysis |
| Non-Compliant | Calls where the field did not match the expected value |
| Rate | Percentage of calls that were non-compliant |
| Change | Difference versus the previous period (in percentage points) |
The final Overall row summarises across all teams.
Agents with non-compliant calls — a collapsible table listing every agent who had at least one non-compliant call during the period. The table includes:
- Agent name and team
- Number of non-compliant calls
- Non-compliance rate for that agent
- A search button to open Report Search filtered to that agent's non-compliant calls
The agent table is searchable, sortable, and paginated. Use the search button next to any agent to drill down into their specific non-compliant calls in a new tab.
Saving and Sharing Configurations¶
Save to your account¶
Click Save Configuration to save your current compliance checks (fields, values, labels, order, and team selection) to your user account. Your saved configuration is automatically restored the next time you open the Compliance Report page.
Export to a file¶
Use Export Configuration from the dropdown arrow next to the Save Configuration button to download your configuration as a JSON file. This is useful for sharing a standard set of compliance checks with a colleague or keeping a backup.
Import from a file¶
Use Import Configuration to load a previously exported JSON file. The report runs automatically after a successful import.
Tip
Export and import are a convenient way to share a standard compliance configuration across multiple user accounts within your organisation.
Common Questions¶
I can't see the Compliance Report tile on the Reporting page.
This feature must be enabled for your organisation by Icana.AI. Contact support at support@icana.ai to have it activated.
What are "boolean fields"?
Boolean fields are yes/no fields in your CallCoach report template — for example, whether a specific disclosure was read, or whether a required question was asked. The available fields are determined by your organisation's report configuration. Contact support if a field you expect is missing from the dropdown.
What does the "Previous Period" comparison show?
The previous period covers the same number of days as your selected date range, immediately before it. For example, if you select 7 March to 13 March (7 days), the previous period is 28 February to 6 March. This lets you see whether compliance is improving or worsening over time.
What does the "Change" column mean?
The change is shown in percentage points (pp) — the difference between the non-compliance rate for the current period and the previous period. An upward arrow in red means non-compliance is getting worse; a downward arrow in green means it is improving.
Can I run the report without saving my configuration first?
Yes. The report runs independently of saving. You only need to click Save Configuration if you want your checks to be remembered for next time.
The agents table says "No non-compliant calls found."
This means every call in the selected period where the field was present matched the expected compliant value — a good outcome.
What happens if I import a configuration file?
Your existing compliance checks are replaced with the checks from the file, and the report runs automatically using your current date range and team filter settings.