Workforce Engagement Management

Hi, can anyone help me!

In a QM evaluation form, is it possible for AI Scoring to detect an action within a specific time period during a voice interaction?

The scenario is as follows:

The client has an evaluation form with the following (Yes/No) question:

              Did the agent greet the customer within the first 5 seconds of the call? (AI Scoring should detect this; if the agent greets the customer after the 6th second, the answer should be No)

Thanks for support

Hi Ricardo,

From what I know, AI Scoring excels at analyzing the words spoken, not the timing of when they are spoken. For a greeting question, the official guidance is to phrase it to detect the presence of a standard greeting phrase, but I couldn't find anything in the documentation indicating that this is possible to detect an action within a specific time period.

Hi Camila!

I've tried doing this exercise-not using AI Scoring, but rather Categories with STA-but I haven't been able to create a rule that handles it accurately.

Here is an example:

Ricardo, 

I can't test it right now to confirm, but thinking about it, I SUPPOSE this might help you:

I guess that your rule cannot work because you're mixing two separate requirements (the topic and the time window) in a way that creates a logical conflict.

Can you try it and let me know if this worked?

I apologize in advance for suggesting something I haven't tested, but I can't have access to my lab environment at the moment.