Managing Inspections

The AICC provides the manual and AI post-event inspection functions. This section describes how to configure rating rules for inspectors to perform corresponding inspections.

• 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.
• Typical Scenario: Configuring Manual Inspection Tasks
  Manual inspection refers to the process in which an inspector extracts details from call records based on specified inspection rules, plays back the records, and evaluates agent services based on the rating criteria.
• Managing Manual Inspections
  This section describes how to configure the manual inspection management, including the inspection score, inspection relationship, and inspection object.
• Typical Scenario: Configuring AI Inspection Tasks
  AI inspection refers to the process in which the AICC automatically rates agent call records based on specified rules such as wording, pause, and silence during a call between an agent and a customer. This reduces the inspection workload and labor cost in the call center. In addition, the AICC supports the second inspection by an inspector to supplement the AI inspection result, which avoids misjudgment.
• Managing AI Inspections (Self-Developed)
  Tenant administrators can configure sentences, sensitive words, inspection rules, and scores to implement intelligent inspection management.