Manual Guidecard Overrides

During the live call, click the “Instructions” tab if it’s not already open

Select the dropdown and choose a different Guidecard

Note: this list includes only published Guidecards from Knowledge

Choose new Guidecard that better matches the caller's report.

Once the system hears the next transcript segment, it will switch into the new Guidecard and start answering those questions.

Will the new Guidecard switch right away?

No, it will wait until it hears another transcript segment from the caller.

Can I still see the answers from the original Guidecard?

Not at present; you can only see answers from the latest Guidecard that you have chosen.

Will the new Guidecard recognize information to fill in answers from previous parts of the transcript?

Not at present; it will only recognize new information.

Will both Guidecards be used for evaluations with Knowledge criteria?

Not at present; although this will be available shortly. Evaluations will only look at the most recent Guidecard.