Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Managing Inspections/ Managing AI Inspections (Self-Developed)/ Configuring Inspection Rules
Updated on 2024-10-12 GMT+08:00
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Configuring Inspection Rules

Inspection rules include silence rules, dialog rules, speed rules, and interruption rules. This section describes how to manage and configure these rules.

  • Configuring Silence Rules
    The behavior of an agent can be reviewed based on the duration in which the agent falls silent in a call. This section describes how to maintain silence rules.
  • Configuring Dialog Rules
    A dialog rule contains basic rule information, inspection conditions, and dialog logic. A dialog logic contains the dialog content which describes what the customer and agent need to say in different call phases.
  • Configuring Speed Rules
    A speed rule contains basic rule information, inspection conditions, and exception sentences. In a scenario where an exception sentence exists, the violation rule is not met.
  • Configuring Interruption Rules
    An interruption rule contains the rule name, upper limit for crosstalk seconds and times, deducted points, and trigger conditions.
Parent topic: Managing AI Inspections (Self-Developed)