Automated Rules

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. 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.

Information available is installation dependent

Some information used by Automated Quality Management is dependent on the specific installation, and integrations, connected to your Quality Management server. For example, each speech engine provides slightly different outputs, which impact the data available for Automated Quality Management.

Specifically, not all speech engines provide emotion and acoustic parameters. If your installation does not display emotion information this is most likely the reason why.

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 3 days (by default) will be assessed. 

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

• Occurred within the last 3 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.

  • Agent-related attributes (impact specific agents score only) 

    • Average talk speed

    • Agent crosstalk duration

    • Agent crosstalk ratio

    • Agent emotion

    • Agent number of interruptions

    • Agent talking duration

    • Agent talking ratio

  • Customer (impacts the score of each agent within the conversation) 

    • Customer Emotion

  • Conversation level attributes (impacts the score of each agent within the conversation)

    • Duration – time (number)

    • Number of segments

    • Number of agents

    • Tags – predefined list of tags (dropdown)

    • Speech Tags

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, and individual agents will be evaluated separately. Results are displayed within the details pane. 

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

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:

1. Click the Add new rule button
   

   

   
   A menu will open on the right–hand side.
   

   

2. 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. Agent average talk speed

         Click here to expand...

         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.
            1. Equals
            2. Greater than
            3. Less than
            4. Greater or equal too
            5. Less than or equal too
            6. Range - Click the + sign to add a 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. Words/min – number of words per minute.
         4. Score – number input as a percentage.

      2. Agent crosstalk duration 

         Click here to expand...

         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.
            1. Equals
            2. Greater than
            3. Less than
            4. Greater or equal too
            5. Less than or equal too
            6. Range - Click the + sign to add a 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.

      3. Agent crosstalk ratio

         Click here to expand...

         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.
            1. Equals
            2. Greater than
            3. Less than
            4. Greater or equal too
            5. Less than or equal too
            6. Range - Click the + sign to add a 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. Number – ratio of the call, in percent, where there is crosstalk
         4. Score – number input as a percentage.

      4. Agent emotion

         Click here to expand...

         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.
            1. Equals
         3. Emotion – Select from one of the options (you may add several) 
         4. Score – number input as a percentage.

      5. Agent number of interruptions 

         Click here to expand...

         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.
            1. Equals
            2. Greater than
            3. Less than
            4. Greater or equal too
            5. Less than or equal too
            6. Range - Click the + sign to add a 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. Number – number of times the agent interrupted the other party during in the conversation
         4. Score – number input as a percentage.

      6. Agent talking duration

         Click here to expand...

         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.
            1. Equals
            2. Greater than
            3. Less than
            4. Greater or equal too
            5. Less than or equal too
            6. Range - Click the + sign to add a 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.

            
            

      7. Agent talking ratio

         Click here to expand...

         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.
            1. Equals
            2. Greater than
            3. Less than
            4. Greater or equal too
            5. Less than or equal too
            6. Range - Click the + sign to add a 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. Number – ratio of the call, in percent, where the agent is speaking
         4. Score – number input as a percentage.

      8. Customer emotion

         Click here to expand...

         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.
            1. Equals
            2. Greater than
            3. Less than
            4. Greater or equal too
            5. Less than or equal too
         3. Emotion – Select from one of the options (you may add several) 
         4. Score – number input as a percentage.

      9. Duration

         Click here to expand...

         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.
            1. Equals
            2. Greater than
            3. Less than
            4. Greater or equal too
            5. Less than or equal too
            6. Range - Click the + sign to add a 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.

      10. Number of segments

          Click here to expand...

          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.
             1. Equals
             2. Greater than
             3. Less than
             4. Greater or equal too
             5. Less than or equal too
             6. Range - Click the + sign to add a 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. Number – number of segments in the conversation
          4. Score – number input as a percentage.

      11. Number of agents

          Click here to expand...

          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.
             1. Equals
             2. Greater than
             3. Less than
             4. Greater or equal too
             5. Less than or equal too
             6. Range - Click the + sign to add a 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. Number – number of agents
          4. Score – number input as a percentage.

      12. Tags

          Click here to expand...

          1. Name – Provide a descriptive name for the Attribute to be used (mandatory field)
          2. Operator – Equals (fixed setting, not possible to change)
          3. Tag – Select from the dropdown list.
          4. Score – number input as a percentage.

      13. Speech tag

          Click here to expand...

          1. Name – Provide a descriptive name for the Attribute to be used (mandatory field)
          2. Speech tag – Select from the dropdown list 
          3. Party– Select one of the available options: Agent, Customer, Any
          4. Interval– Select when to look for the defined speech tag from the available options. Available options include: Beginning of the conversation, End of the conversation, During the entire conversation. Define the time frame to search for the speech tag. (e.g. If you chose to search in the beginning or end of the conversation, you must define a time frame to search within. This value is labeled as 'First' or 'Last'. A time frame must be defined. For example, Look for the speech tag Greeting within the first 15 seconds of the recording. In the input field labeled First enter the number 00:00:15)  
          5. Score – number input as a percentage.

3. Add rules until the Percentage assigned equals 0%, and the Save and activate button is active.

   

   Click here to see an example of an error where there is a negative value remaining,

   If the total value of all attribute rules exceeds 100% the system will indicate that you have assigned more than 100% in total and prevent you from activating the rule. It is possible to save the rule as a draft, however, you will not be able to click on the Save and activate button until the error has been corrected.

   Check the values assigned to each attribute rule (#1 and #2 in the image) and modify them until the value (%) remaining equals 0.0% and the Save and activate button is enabled (#3).

   

4. Click Save to save the rule as a Draft.
   Click Save and activate to activate the rule. 

5. The new rule will be displayed in the list of all rules and is displayed as Active or Draft. 

   

   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 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).

Deleting a Rule

Discard changes to an unsaved rule

When Editing a rule, you can discard your changes (by clicking on the x in the corner of the screen) A pop-up dialogue will ask you to confirm that you want to proceed. You can Cancel, Save Changes, and Return to editing, or Discard changes. 

Delete a rule

To delete a draft, open the rule in edit mode. 

Deletion of Active or Deactived rules is not supported. It is only possible to delete rules in the Draft state.

Click on the Red trash can symbol.

A pop-up dialogue will ask you to confirm that you want to proceed. You can cancel or delete the rule.

Deactivating a Rule 

Deactivated rules cannot be activated again. After deactivation, it is possible to edit some values. These include name, delay period, and if visible to agent.

To deactivate a rule. Open the rule for editing, and select Deactivate. A prompt will ask you to confirm the action. 

Limitations

• The system does NOT take into account roles (Role-Based Access Control) or filters (Attribute-Based Accsess 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).

Examples of Complex Automated Rules

Automated Rules can be as simple or complex as you like. You may create a single rule that assigns 100% of the value to a single attribute, or you may create a complex rule that factors in multiple attributes. 

Example 1 – Combine various attributes:

Here is an example of a complex rule that combines various attributes.  

Impact of attributes

NOTE:  Some attributes impact all agents (customer emotion, conversation attributes) while others are agent-specific (Any prefixed Agent....).

The results of the Automated Rules scoring is displayed within the Conversation Explorer.

Open the Details Pane and click on an Automatic review bubble to view the details (including the score #2) and a detailed breakdown of the Partial Evaluation #3. The Partial Evaluation table shows how the final score is calculated. A list of all attributes defined by the Automated Rule and their score are displayed.

Trainers Tips

AQM Rule Best Practices 

Automated Rules are designed to equal 100%. This is true whether the rule consists of a single attribute equaling 100%, or if there are multiple attributes that add up to 100%.  

At this time, it is not possible to decrease the score based on an attribute, but rather only award a score based on the presence of the attribute. It's important to understand what a score of 100% means for each individual rule. Consider a naming convention that readily identifies 100% as a positive or negative outcome, using symbols to highlight this outcome. 

Create a set of rules that search for either a positive outcome or its opposite. 

How do I identify Positive vs Negative?  

Begin the Rule Name with a simple identifier:  

Positive Rule Name begin with + [plus sign] 

Negative Rule Name being with - [minus/negative sign] 

Positive Set of Rules: 

Negative Set of Rules: 

In this way, regardless of the name of the rule, the initial indicator (+ or -) shows whether a high score for this particular rule is good or bad.  

Neutral Set of Rules:

In some cases, you may consider a third indicator (Neutral).  For example, if there are rules you create that have neither a positive nor negative connotation but rather are simply being used to track the occurrence of some attribute.