Workforce Engagement Management

I looked and didn't see a prior thread - Is anyone having issues with the AI scoring working fine then suddenly it cannot score a question? The question is a simple one asking if the agent selected a wrap code or if the wrap code was the default. It worked fine for a day then stopped working and says it cannot score it now. 

Hello Sarah, 

AI Scoring evaluates interactions only from the conversation transcript, so it cannot answer an AI question about whether a wrap up code was selected or not. This would be a question that would require a manual answer. 

It does not use metadata such as:

• Queue or routing path
• Timestamps or duration
• Platform or system metrics

I looked and didn't see a prior thread - Is anyone having issues with the AI scoring working fine then suddenly it cannot score a question? The question is a simple one asking if the agent selected a wrap code or if the wrap code was the default. It worked fine for a day then stopped working and says it cannot score it now. 

in that case, i wonder why the AI scoring does answer that question on some days and does it correctly. What could it be mistakenly using to determine that answer, when it does score that question? I also had a transfer question that some times it answers and some times it does not, but that answer can be iffy on if the AI scores it correctly when it does score the question. Will AI be updated to do things like routing / transfers and wrap codes consistantly? That is what i'm looking for with the use of AI is procedure accuracy. We will do softskills as a seperate audit. 

Hello Sarah, 

AI Scoring evaluates interactions only from the conversation transcript, so it cannot answer an AI question about whether a wrap up code was selected or not. This would be a question that would require a manual answer. 

It does not use metadata such as:

• Queue or routing path
• Timestamps or duration
• Platform or system metrics

I looked and didn't see a prior thread - Is anyone having issues with the AI scoring working fine then suddenly it cannot score a question? The question is a simple one asking if the agent selected a wrap code or if the wrap code was the default. It worked fine for a day then stopped working and says it cannot score it now. 

in that case, i wonder why the AI scoring does answer that question on some days and does it correctly. What could it be mistakenly using to determine that answer, when it does score that question? I also had a transfer question that some times it answers and some times it does not, but that answer can be iffy on if the AI scores it correctly when it does score the question. Will AI be updated to do things like routing / transfers and wrap codes consistantly? That is what i'm looking for with the use of AI is procedure accuracy. We will do softskills as a seperate audit. 

Hello Sarah, 

AI Scoring evaluates interactions only from the conversation transcript, so it cannot answer an AI question about whether a wrap up code was selected or not. This would be a question that would require a manual answer. 

It does not use metadata such as:

• Queue or routing path
• Timestamps or duration
• Platform or system metrics

I looked and didn't see a prior thread - Is anyone having issues with the AI scoring working fine then suddenly it cannot score a question? The question is a simple one asking if the agent selected a wrap code or if the wrap code was the default. It worked fine for a day then stopped working and says it cannot score it now.