Negative evidence refers to the absence of an expected behavior, statement, or action during a customer interaction. Unlike positive evidence, which is tied to something an agent or customer explicitly said or did, negative evidence highlights what was missing.
In contact center quality and compliance evaluations, negative evidence often appears when an agent fails to follow a required step in the call flow. Examples include not verifying identity, not offering a required disclosure, or not attempting an upsell when appropriate.
Capturing negative evidence is essential because many quality and compliance issues are defined by omissions rather than mistakes. Without explicitly modeling what should have occurred, these gaps are difficult to detect consistently at scale.
