Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Managing Inspections/ Managing AI Inspections (Self-Developed)/ Configuring Inspection Rules/ Configuring Interruption Rules
Updated on 2023-10-12 GMT+08:00
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Configuring Interruption Rules

Context

When an agent and a customer speak at the same time, the agent is regarded as interrupting the customer during the call. You can configure different interruption rules to be referenced when business scenarios are configured. In an interruption rule, you can configure the upper limit for crosstalk seconds and times to determine whether an agent is compliant with the rule during a call. If the rule is violated, points are deducted.

Interruption rules can be created on the GUI.

Procedure

  1. Sign in to the AICC as a tenant administrator, choose Configuration Center > Quality Management > Inspection Rule, and click the INTERRUPTION RULE tab.
  2. Click Add Rule and configure rule information.

    Figure 1 Creating or modifying an interruption rule
    • Basic information includes Rule Name, Deducted Point, Crosstalk (s), and Crosstalk (Times).
    • Trigger Condition includes Call Start Time and Call End Time.

  3. Click Save to save the interruption rule and return to the INTERRUPTION RULE page.