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

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.

A silence rule regulates the silence duration in a conversation between an agent and customer. If the silence duration is too long, it may affect the satisfaction of the customer. Therefore, silence rules can be configured to review agents on the Inspection Rule page. For some special situations, for example, a customer needs to find something in a call with an agent. During this period, the agent falls silent. In this case, exception rules can be set for reviewing agents more fairly

Silence 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 SILENCE RULE tab.
  2. Click Add Rule. The Add Silence Rule page is displayed.

    Figure 1 Adding a silence rule
    Figure 2 Exception settings

  3. Set parameters as required and click Save. The silence rule is added successfully.