Automated Rules

CONTENTS

Automated Quality Management (AQM)

This feature requires a dedicated license file. Users must be granted the appropriate license–based effective role in order to access the functionality provided by the dashboards. Please review the instructions on Using Eleveo Specific Roles to ensure that the appropriate license–based roles are added to Eleveo-specific roles.

Users must have the following role assigned by an administrator: AUTOMATED_RULES_MANAGE

NOTE: The system is only evaluating conversations that are matched to agents. If no automated score is assigned to a conversation, it is possible that the conversation has not been correctly matched to a user (agent).

Automated Rules

Automated Quality Management(AQM) is able to automatically evaluate all call-based conversations available within the Quality Management application. The Automated Rule builder allows you to create rules that assess all conversations (or a subset of conversations) and assign a score to individual conversations. Multiple rules and their final score can be used to gain better insight into your contact center operations. Results are displayed directly within the Conversation Explorer, you may then search for Conversations based on their score. Automated Rules help to find underperforming agents, outstanding agent performance, questionable interactions, or unexpected issues that may otherwise go unnoticed in the contact center.

Use Automated Quality Management (AQM) to:

Find specific (problematic) conversations and better understand the needs of customers.
Focus on a lack of expertise in key areas within your contact center teams.
Provide feedback and guidance to agents.
Assess agent performance or adherence to specific requirements.

How do Automated Rules work?

The Eleveo server evaluates conversations based on the Automated Rules configured by the user. Conversations are assessed on a regular basis, with the evaluation results displayed in the Conversation Explorer. Users can search for conversations based on the score assigned by the Automated Rules or by the rule name itself.

What conversations are evaluated? How often are they evaluated?

By default, the backend service will evaluate new (and recent) conversations on an hourly basis. Any conversation from within the past 30 days (by default) will be assessed.

Specifically, any conversation will be evaluated if it meets the following conditions:

Occurred within the last 30 days (the default setting may be modified by your administrator)
Occurred at least one hour ago (this is configurable as a 'delay period')
Matches the conditions set by the user when creating an automated rule (metadata, voice, etc.)
Has not yet been evaluated by this specific automated rule

What attributes can be used when creating Automated Rules?

The system calculates an Automated Score based on standard metadata associated with a conversation. Supported metrics for the calculation include(installation dependent):

Standard metadata – Available options may vary based on the data available within your specific installation.
- Duration – time (number), operators: =, <, >, <=, >=, range
- Tags – predefined list of tags (dropdown), operators: =
- Number of Segments – number, operators: =, <, >, <=, >=, range
- Number of Agents – number, operators: =, <, >, <=, >=, range

Where are the scores displayed?

The score is displayed in a dedicated column on the Conversation Explorer screen. Additional details are visible within the Details pane.

Can Automated Rules be shared between managers?

Any user who has the role AUTOMATED_RULES_MANAGE can view and modify rules. The score is visible to all users.

Can a conversation be evaluated multiple times?

Yes. The Automated Rules are applied to a conversation only once for EACH specific rule. But each conversation can be scored by multiple rules based on the use of saved filters.

Delay period

When creating an Automated Rule the delay period is set and specifies the minimum time period that the system will wait before scanning a conversation and assigning it a score. This delay is necessary to ensure that all relevant data has time to be processed after being imported into the system.

View Automated Rules

The Automated Rules tab displays a list of all Automated Rules. The following information is displayed by default.

Name – User-defined name of the rule
State – The current state of the rule. Rules can be in one of the following states: Active, Draft, or Deactivated.
- Click here for a visual depiction of the various states available.
  The following image depicts the possible options available based on the status of an Automated Rule.
  In each state different options are available.
  - Draft (fully editable),
  - Active (semi-editable, attributes of the rule cannot be modified but other values can be changed- name, delay period, visible to agent)
  - Deactivated(cannot be activated again,- name, delay period, visible to agent are editable)
  NOTE: The arrows depict the action that is possible. Some actions are irreversible.
Scoring system – User-defined scoring system used when calculating the results (only % is available in this version)
Delay Period – User-defined delay. This affects how often the system scans and calculates results. Note that creating many filters to run every hour may impact performance.
Saved Filters – User-defined filters that define which conversations are included when calculating results.

Use filters to focus the rule on a specific subset of conversations. Failure to use a filter will lead to all conversations being evaluated! This may clutter the details pane.
Reveal Results to Agents – Indicates if the result will be visible to agents. Results are not shown to agents by default.
- All results are displayed to all users in this version. We are actively working to enable this feature.
Actions – Click to view more options.

Create an Automated Rule

Users who have been assigned the permission AUTOMATED_RULES_MANAGE are able to add new rules from within the Automated Rules tab in Quality Management.

Rules are created using a combination of filters, attributes, and tags. Not all options can be combined when creating a rule, and not all options are mandatory.

To add/create a new Rule:

Click the Add new rule button

A menu will open on the right–hand side.
The Rule detail pane will display.
Fill in or Select the relevant fields:
1. Rule name – Name the new rule (mandatory field)
2. Scoring system – Percentage (%)
3. Delay period – Defines how long the system waits before assigning a score to a conversation after it is imported (1-hour by default).
4. Saved filter(s) – Use a filter to limit the conversations to be assessed by the Automated Rule. Select one of the available options. Options vary based on your existing set of filters. If no filter is selected, this rule will assess all conversations. (Hint- Create a filter in the Conversation Explorer before creating an Advanced Rule)
5. Reveal results to agents – Select one of the options.
  1. No (default)
  2. Yes - Agents will see the result in the Conversation Explorer.
6. Add attribute rule(s):
  
  Select one of the available attribute types and fill in the available options. The Total Remaining Value (in the top right corner) indicates the total score that the rule will assign, based on your preferences. Add attribute rules until you have 100% assigned for each attribute.
  1. 1. Duration
      1. Name – Provide a descriptive name for the Attribute to be used (mandatory field)
      2. Operator – select from the available settings. The options available are installation dependent.
        Equals
        Greater than
        Less than
        Greater or equal too
        Less than or equal too
        Range - Complete both fields (Time from – Time to). The "From" value cannot be greater than "To" value. If Range is selected, you can add multiple ranges (each can be assigned a % score)
      3. Time – number input as hours, minutes and seconds.
      4. Score – number input as a percentage.
    2. Number of segments
      1. Name – Provide a descriptive name for the Attribute to be used (mandatory field)
      2. Operator – select from the available settings. The options available are installation dependent.
        Equals
        Greater than
        Less than
        Greater or equal too
        Less than or equal too
        Range - Complete both fields (Number from – Number to). The "From" value cannot be greater than "To" value. If Range is selected, you can add multiple ranges (each can be assigned a % score)
      3. Number – number of segments in the conversation
      4. Score – number input as a percentage.
    3. Number of agents
      1. Name – Provide a descriptive name for the Attribute to be used (mandatory field)
      2. Operator – select from the available settings. The options available are installation dependent.
        Equals
        Greater than
        Less than
        Greater or equal too
        Less than or equal too
        Range - Complete both fields (Number from – Number to). The "From" value cannot be greater than "To" value. If range is selected, you can add multiple ranges (each can be assigned a % score)
      3. Number – number of agents
      4. Score – number input as a percentage.
    4. Tags
      1. Name – Provide a descriptive name for the Attribute to be used (mandatory field)
      2. Operator – Equals (fixed setting)
      3. Tag – Select from the dropdown list.
      4. Score – number input as a percentage.
Add rules until the Percentage assigned equals 0%, and the Save button is active.
Click Save to save the rule.
The new rule will be displayed in the list of all rules and is active.

Rules in the state Draft are not active, and can be edited before being activated. Refer to the graphical representation of the Automated Rule workflow in the section View Automated Rules for detailed information about editing rules at based on their 'state'.

NOTE:

When setting time parameters for delay and period. Saved filters are defined based on UTC time, and are not shifted to the user timezone. Please take this into account when configuring the filters.
Saved filters are not mandatory in the definition of the Automated Rule – If a Saved Filter is not specified in the Automated Rule then all reviewable conversations with type=call will be evaluated.

To remove an attribute, select the three dots and click Remove attribute.

Modify Automated Rules

You may change any attribute/setting for those rules that are marked as Drafts. Rules with the status of Draft can also be deleted. Existing rules (marked as active) can only be Deactivated.

Editing existing rules is possible. You may rename an existing rule, rename a subrule, change the delay period, and reveal results to agents if the rule status is (Active, Disabled) but NOT modify the attribute rule(s).

Limitations

External metadata, speech tags, emotion, and acoustic parameters are NOT used as part of the evaluation logic.
The system does NOT take into account roles (Role-Based Access Control) or filters (Attribute-Based Access Control) assigned to the owner of the filter that is used for the automatic evaluations.
Conversations are NOT re–evaluated if a new segment is added to the conversation after the conversation has been evaluated by the current rule(see Delay period).