A bit confused at Humanatic

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I recently came back to Humanatic to try and sort calls again. I actually went on a very long hiatus on my account because I was too busy back then but in honesty, I'm still trying to get the hang of sorting calls. There are some phone conversations that I didn't know where to put like when the caller is looking for a certain person and someone else answered it then the caller will just be leaving his or her phone number so that the person they were looking for can call them back. Then there are some conversations that I thought was clear to me then I'd end up picking the wrong category for it. My accuracy went from 90% to 64% to the current 71%. I have so many penalties, I have not seen my earnings past 30 cents and it would just go up and down and up and down. Focusing just seems a bit of a challenge for me. It's so annoying!