Overview on Inspection Management

Inspection management refers to post-event inspection managed to restrict and rate agent statements and behavior during the service process, and evaluate their service quality.

Currently, the system supports the following inspection modes:

• Manual inspection: The system allocates call records to an inspector based on rules, and the inspector evaluates the recordings and manually rates them based on the configured rating template.
• AI inspection: Specified rules are preset in the system, for example, the points deducted when a sensitive word is found, or when the agent is silent for a specified period or interrupts a customer. The system automatically identifies all call records and allocates a proportion of the rated records to an inspector based on manual review rules, and the inspector then rechecks the call records.

The roles involved in an inspection are as follows:

• AI trainer: sorts out and configures the violation or compliance rules for an AI inspection, for example, forbidden words and speaking speed limit. For accuracy and fairness purposes, AI trainers check call recordings for multiple times to adjust the rules.
• Inspection supervisor: reviews a result appeal submitted by an agent and assigns the appeal to an inspector for reevaluation.
• Inspector: listens to call recordings and evaluates the service process manually.
• Agent supervisor: reviews an appeal submitted by an agent.
• Agent: generates call records and recordings for an inspector or the system to evaluate services. If an agent does not agree on an AI inspection result, the agent can submit an appeal.

Currently, roles such as AI trainer, inspection supervisor, and agent supervisor are not preset in the AICC. If you want to manage the tenant administrator and the preceding roles separately, you can choose Configuration Center > Employee Center > Role to create a role and add required menu permissions, or add required menu permissions to an existing role. In general, employees with the required menu permissions can perform the corresponding manual inspection operations.