RedFlarePlaybooks
A playbook is the recipe RedFlare follows when it analyzes a call. It decides what RedFlare looks for, what it scores, and how it sums everything up. Whenever you upload or process a conversation, you choose a playbook, and that single choice shapes nearly everything you see afterward in Conversations, dashboards, alerts, and agent views.
What a playbook decides
Every playbook bundles three kinds of instructions:
- Features to detect. The things RedFlare measures and pulls out of the call, such as sentiment, pace of speech, talk time, and other signals. These become the metric cards and insights you read on a conversation.
- Events to watch for. The notable moments worth flagging in a call, such as interruptions or escalations. RedFlare surfaces these on the conversation's Events tab so you can jump straight to what mattered.
- Rubrics to score. The scorecards RedFlare applies to grade the call. Each rubric spells out what good looks like, and together they produce the scores and the overall weighted score on the Scorecards tab.
On top of these, a playbook also drives the summary and key takeaways RedFlare writes for each call.
How playbooks shape your insights
Because the playbook chooses the features, events, and rubrics, it directly controls the depth of what you get back. A rich playbook produces detailed sentiment timelines, more events, and fuller scorecards, while a lighter one keeps things focused. If a conversation is missing an insight you expected, the playbook used to process it most likely did not include it.
Two calls can look very different simply because they were run through different playbooks. To compare like with like, process them with the same playbook, and reprocess a call whenever you want a different set of insights, events, or scores.
Where you pick a playbook
Playbooks are not a menu you visit on their own. Instead, you choose one in the moment you bring a call in or run it again:
- When uploading, the Select a Playbook step lets you pick the playbook that will process your new recordings.
- When processing or reprocessing existing calls, you choose a playbook in the processing panel before you confirm.
If your calls come from more than one integration, you pick a playbook separately for each one before processing. See Conversations for the full upload and processing steps.
Statuses and versions
Each playbook carries a status that tells you whether it is ready to use:
- Active playbooks are live and available to process calls.
- Draft playbooks are still being put together and are not ready for everyday use.
- Inactive playbooks have been set aside and are no longer in active rotation.
Playbooks also have versions. As a playbook is refined over time, its version moves forward, so you can tell which iteration was applied to a given call. When you reprocess a call, RedFlare uses the current version, which is why reprocessing can refresh or change the insights you see.
The name "Playbooks" is what you will see in the app. A playbook lists how many features, events, and rubrics it includes, so you can tell at a glance how much analysis it will run on your calls.