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  • 1.  AI Scoring Help Text

    Posted 10-02-2025 16:24
    No replies, thread closed.

    Hello, 

    I'm looking for help regarding the help text to add to generate the correct response from the AI Scoring. My organization has this question in our evaluations: Did the Agent Refrain From Long Periods of Silence and/or avoid Placing the Caller On Hold for an Extended Period without Refreshing? 

    I've entered help text such as, look for holds shorter than 3 minutes, look for holds longer than 3 minutes. This would be a no if the caller is placed on hold longer than 3 minutes. I have also tried each of the above in seconds instead of minutes. Each time the AI Scoring comes back and selects yes to this question even when there is a lengthy hold in the transcript.  

    Any suggestions or guidance on this is greatly appreciated. 


    #AIScoring(VirtualSupervisor)

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    Shannon Bowers
    Client Services Supervisor
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  • 2.  RE: AI Scoring Help Text

    Posted 10-02-2025 16:35
    Edited by Brian Jones 10-02-2025 16:41
    No replies, thread closed.

    We've received a similar question, Shannon, when helping our lines of business set up AI Scoring and not surprisingly had similar results in our tests. Then we reread the "Guidelines for AI Scoring" section of the AI Scoring resource center documentation and determined since the answer to that question fell outside of the transcript, AI Scoring wouldn't be able to help us there.

    Sounds like an enhancement request we'd vote for though :)

    P.S. Also worth mentioning, our TAM team said that same resource center article may be updated with even more helpful guidelines, so stay tuned.


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    Brian T. Jones | Ascension | Senior Specialist - Technology
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  • 3.  RE: AI Scoring Help Text

    Posted 10-02-2025 17:02
    No replies, thread closed.

    Thank you so much! I suspected this might be the case based on some of the answers it would populate. 



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    Shannon Bowers
    Client Services Supervisor
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    Original Message


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