Signals

Signals are behavioral and intent patterns that Chordia's Compass engine identifies across customer conversations. Each signal represents something specific that happened — or didn't happen — during an interaction. Unlike keyword matching or sentiment scores, signals are grounded in the structure of the conversation: what was said, in what context, and what it means for your operation.
Compass current supports 134 different signals that are evaluated over every interaction.

Academic Advising Discussed

Detect interactions where academic advising topics were discussed such as major or minor selection, course planning, degree audit, or academic path...

sig.academic_advising_discussed

Academic Progress Inquiry

Detect interactions where the student or parent inquired about grades, academic standing, GPA, transcripts, or overall academic performance.

sig.academic_progress_inquiry

Account Balance Or Status Inquiry

Detect interactions where the customer inquired about their account balance, account status, available funds, or transaction history.

sig.account_balance_or_status_inquiry

Account Change Protocol Explained

Detect whether the agent explained an account change or update process (what changed, why, and what the customer should expect).

sig.account_change_protocol_explained

Account Closure Requested

Detect interactions where the customer requested to close an account, terminate a product, or end their banking relationship.

sig.account_closure_requested

Account Opening Discussed

Detect interactions where opening a new account, adding a product, or starting a new banking relationship was discussed.

sig.account_opening_discussed

Active Listening Demonstrated

Detect whether the agent demonstrated active listening (reflecting key details, avoiding unnecessary interruptions, and responding directly to what...

sig.active_listening_demonstrated

Additional Help Offered

Detect whether the agent offered further assistance or asked if there was anything else they could help with before ending the interaction.

sig.additional_help_offered

Additional Service Recommended

Detect interactions where additional services or repairs were recommended to the customer.

sig.additional_service_recommended

Agent Introduced Self

Detect whether the agent introduced themselves (name and/or role) near the start of the interaction.

sig.agent_introduced_self

Appeal Process Explained

Detect interactions where the appeals process for a denial or adverse determination was explained to the customer.

sig.appeal_process_explained

Appointment Followup Discussed

Detect interactions that involve following up on a previously scheduled appointment, such as confirming attendance, rescheduling, providing pre-app...

sig.appointment_followup_discussed

Appointment Scheduled

Detect interactions where an appointment was successfully scheduled.

sig.appointment_scheduled

Assignment Or Course Material Inquiry

Detect interactions where the student inquired about assignments, homework, course materials, syllabi, or assignment deadlines.

sig.assignment_or_course_material_inquiry

Authentication Secret Handling Coached

Detect whether the agent instructed the customer not to speak authentication secrets aloud and redirected to secure entry methods.

sig.authentication_secret_handling_coached

Autopay Discussed Or Offered

Detect whether autopay/recurring payment setup was discussed or offered.

sig.autopay_discussed_or_offered

Billing Dispute Raised

Detect interactions where the customer raised a billing dispute or requested a credit or adjustment.

sig.billing_dispute_raised

Booking Or Reservation Made

Detect interactions where a travel booking or reservation was successfully completed (hotel room, flight, car rental, cruise, tour, or other travel...

sig.booking_or_reservation_made

Brand Greeting Stated

Detect whether the required brand greeting or opening script was stated at the beginning of the interaction.

sig.brand_greeting_stated

Brand Or Company Introduced

Detect whether the agent stated the company/brand name in the opening of the interaction.

sig.brand_or_company_introduced

Call Closing Stated

Detect whether the required closing script or wrap-up was stated at the end of the interaction.

sig.call_closing_stated

Call Flow Expectations Set

Detect whether the agent set expectations for the call flow (what will happen next, steps, or how the process works).

sig.call_flow_expectations_set

Cease Contact Requested

Detect interactions where the customer requested to stop contact or cease communications.

sig.cease_contact_requested

Churn Intent Expressed

Detect interactions where the customer expressed intent to cancel service, close account, or switch to a competitor.

sig.churn_intent_expressed

Claim Denial Discussed

Detect interactions where a claim denial, rejection, or adverse determination was communicated or discussed.

sig.claim_denial_discussed