Workforce Engagement Management

Hi, can anyone help me?

In a QM evaluation form, is it possible for AI Scoring to detect periods of silence during a voice interaction?

The scenario is as follows: 

                      The client has an evaluation form with the following Yes/No question: Did the agent have a period of silence exceeding 50 seconds during the call? (AI Scoring needs to detect this.)

Thanks a lot for support!

Hi Ricardo, 

As far as I know, AI Scoring is designed to analyze the conversation's transcript (the words spoken) rather than the audio's acoustic properties or precise timestamps . It does not "hear" silence or track time in the way you need.

I found this post in the community that discusses this.

Hi Camila!

I understand, thank you for the quick response.

You're welcome ☺️