A conversation goes through several steps before it is ready. You usually won't notice any of this, but occasionally one gets stuck or arrives differently than expected. This article explains what you see and what to do about it.
The normal route
Recording. A recording is in progress. You'll see this during your meeting with the Meet extension; with Zoom or telephony you usually won't see this step at all, because the conversation only arrives once the recording is finished.
Processing. The recording has arrived and Converdo is working on it: creating the transcript, identifying speakers and applying the scorecards. This normally takes a few minutes. A long conversation takes longer, especially when the source has to process the recording first, as Zoom does.
Ready. The conversation has been processed. You can see the transcript, the summary, the action items and the scores.
When things go differently
Rep unknown. Converdo processed the conversation but cannot determine which participant is the employee. This happens when the phone number or email address isn't linked to an employee, or when the speakers cannot be told apart clearly.
You resolve this by selecting the correct speaker on the conversation page. If it keeps happening for the same person, check under Settings → Employees whether their phone number and email address are filled in completely. That prevents it for future conversations.
No conversation. Converdo determined there was nothing to score. This is usually correct: a voicemail, a call lasting a few seconds, or a call that wasn't recorded. If you see this on something that really was a conversation, let us know, because then the detection is wrong.
Summary only. This conversation was captured and summarised, but not scored. That is expected for an employee on a notetaker licence. If you do want it scored, switch that employee to scoring; existing conversations will then be processed after all. See Licences: notetaker mode and scoring.
Failed. Something went wrong while retrieving or processing the recording. This should be rare. If you come across it, report it, because then we can see in the logs where it went wrong.
If a conversation stays on "processing"
Give it some time first, especially with a long recording or a Zoom meeting that Zoom still has to process. If it stays there for more than half an hour, report it.
If a conversation doesn't appear at all
Then it didn't get stuck in processing, it never arrived. In that case the cause is at the source. Check the article for the connection you use: with Zoom it is nearly always a local recording instead of a cloud recording, with telephony a call for which recording wasn't enabled, and with the Meet extension a recording that wasn't completed.
On the connector page under Settings → CRM & Telephony you can see, per connection, when the last conversation arrived. That is the quickest way to tell whether a connection is still working or whether it's just this one conversation.