Documentation

AI call evaluation rules

Author: Łukasz Strumiński

Created: Jun 20. Updated: Aug 1.

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.

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.

In addition, it is recommended to give an individual name to the rule so that it can be easily searched. The changes made should be approved by clicking .

Pre-created rating rules can be easily deactivated/activated by clicking .

Remember that the order of the rules matters - if the completed phone call matches an earlier rule then the next rules will not apply. You can change the order by holding the button .