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

A tenant administrator can query inspection records. After call files are uploaded, the AI inspection and manual review results can be viewed.

Context

A tenant administrator can upload desired call files. The AI inspection system checks the business rules for the call recordings on the backend to determine whether the customer or agent violates the rules. For example, the system checks whether dirty words or sensitive words exist. This improves inspection efficiency.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Quality Inspection > Inspected Call List.

    On the Inspected Call List page, brief search criteria and the list of inspected calls are displayed.

  2. Click Upload Call to upload the desired calls. Set File Type to Audio or Text, click to select a file from the local PC, set other information, and click OK to upload the file.

    A text file must be in CSV format, and its size cannot exceed 1 MB. If the file contains Chinese characters, set the CSV encoding format to UTF-8 or use the template to upload.

  3. (Optional) On the Inspected Call List page, click To-Be-Inspected Call List to switch from the completed call list to the pending call list.
  4. Click View in the list. The Inspected Call Details page is displayed.
  5. Click on the left to switch between the session content page and the call information page as required.
  6. Click of the recording player to play the recording. You can click or to rewind or fast-forward the recording for 10 seconds.
  7. Click Audio Track Marking. A red dot is displayed in the player on the left, and you can click the red dot to locate the audio track. Click Unmark Audio Tracks. The red dot is hidden in the player on the left
  8. (Optional) Implement fuzzy search in the text box. The keywords are highlighted in the dialog box below. On the Call Information tab page, you can view the call information details.
  9. (Optional) Click Switch Speaker Role and click YES in the dialog box that is displayed to exchange the customer role with the agent role. The call is inspected again and the inspection result is updated.
  10. (Optional) Click next to an agent or customer to play the corresponding voice.
  11. Click Switch to Other Inspection Scenarios. The page for selecting an inspection scenario is displayed on the right.

    After an inspection scenario is selected, the details about the scenario are displayed in the table on the main page.