If your evaluation was running correctly and then stopped, work through these checks in order.
Step 1 — Confirm events are still being created
Go to Events and confirm that new events are still appearing for today. Evaluations can only run after events are fully assembled (transcribed and matched to media). If no new events are appearing, the issue is upstream of the evaluation — contact support.
Step 2 — Check that the evaluation is still Activated
Go to Evals → edit the evaluation → Evaluation Configuration → Run Configuration. Confirm the evaluation shows as Activated. If it has been deactivated, activate it and save a new version.
Step 3 — Check your Run Configuration filter
If a filter is selected in Select Filter, the evaluation will only run on events that match that filter's rules.
Go to Events and apply the same filter from the search bar.
Click Search and confirm that events from today appear in the results.
If the filter returns no results, open the filter and review its rules under Event Details. Rules with the wrong field, operator, or value will exclude valid events.
Click Update Filter → Save after any changes, then re-run the search to confirm results appear.
If the filter was previously working and its rules have changed or been cleared, restore the correct rules and test again.
Step 4 — Check the minimum duration setting
In Run Configuration, confirm the Minimum Duration threshold isn't set too high. Events with audio shorter than the minimum are skipped automatically. If your agency recently started receiving shorter call types, lower the minimum or use a filter to exclude very short calls explicitly.
Step 5 — Contact support if configuration looks correct
If events are appearing, the evaluation is Activated, the filter returns results, and the minimum duration is appropriate — but evaluations still aren't running — contact support. There may be a system-side issue affecting evaluation processing that requires engineering investigation.