Within Thulium, you can automate the process of evaluating the quality of conversations thanks to the ability to define rules for applying pre-prepared evaluation scenarios. Once you assign a scenario to a selected rule, the system will automatically apply the correct set of criteria as soon as the context of the call is recognized, i.e. belonging to a specific queue, campaign or agent. This solution provides greater precision, consistency and automation of the quality control process - with the flexibility to adapt to the structure of your Customer Service Office.
In order to use this functionality, please go to Administration → AI Assistant → AI call evaluation rules.
How do evaluation rules work?
Rules are defined based on the condition “when → to(Conditions → Actions)”, i.e. if the phone call meets the given condition then the defined action will be executed.
To add a new rule, click , and then select the appropriate condition:
- The infoline queue is - condition related to a specific infoline queue,
- The campaign is - condition related to a specific outgoing campaign,
- Agent is - condition related to a given consultant.
Within a single rule, you can select either a hotline queue(s) or a campaign, in addition, you can add filtering by agent for either of these conditions.
Then we set the action to be performed for the defined condition:
- Select a scenario - selecting the scenario under which the interview will be verified.