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By Speech Metric

Speech evaluation metrics are used to assess agent performance during voice interactions in the contact center. This leverages the intelligent speech analytics to drive better conversations, coaching, and outcomes. These metrics enable supervisors and quality analysts to identify opportunities for coaching, improve customer experience, and ensure adherence to compliance standards.

Why to Use

Use speech evaluation metrics to:

  • Monitor and evaluate agent behavior based on voice characteristics.

  • Detect issues such as dead air, cross talk (overlapping speech), or inappropriate speaking rates (periods of silence).

  • Automate scoring in quality evaluations for consistent and unbiased feedback.

  • Improve agent training programs and operational efficiency.

  • Evaluate agent's speaking rate and conversation sessions per day and comparison analysis.

When to Use

Use speech evaluation metrics when:

  • Setting up automated quality scoring for voice interactions.

  • Defining agent performance baselines.

  • Identifying areas for coaching and improvement.

  • Measuring compliance with communication standards.

Prerequisites

Before you configure speech metrics, ensure that:

  • You have admin or configuration permissions.

  • Agent attribute definitions are already created.

  • Evaluation forms are available or in draft state.

  • Speech data is being captured in the system for Quality AI analysis.

Access Evaluation Metrics

Access Evaluation Metrics by navigating to Contact Center AI > Quality AI > Configure > Evaluation Metrics.

Configure By Speech Metrics

  1. Navigate to Contact Center AI > Quality AI > Configure > Evaluation Forms > Evaluation Metrics.

  2. Click + New Evaluation Metric.

  3. From the Evaluation Metrics Measurement Type dropdown, select By Playbook Adherence.
    default scorecard

  4. Enter a descriptive Name for the future audit reference.

  5. Select one of the following Speech Type options from the dropdown.
    Crosstalk

    • Cross Talk: Set the maximum number of instances. If the count exceeds this limit (the configured count), the metric fails. By default, the crosstalk duration is two seconds, but you can customize both the instance limit and duration.

      • Cross Talk Duration (Metric Qualification): This metric is included in the evaluation if the number of cross talk instances stays below the set limit. The system counts an occurrence as crosstalk if it meets or exceeds the configured duration. If the number of instances goes over the limit, the metric fails, and the agent is penalized.

    • Dead Air: This defines the period of silence during a contact center interaction when neither the customer nor the agent is speaking. By default, the minimum dead air time is 30 seconds, and the maximum is 300 seconds. It allows you to customize the instance limit and dead air duration.

      • Dead Air Time (Metric Qualification)

      The metric qualifies if the number of dead air instances is below the acceptable limit set in the configuration. If the number of instances exceeds the limit, the system marks the interaction as a failure for the dead air metric. An instance is counted as dead air if it exceeds the specified dead air duration. Dead air

      • No. of Instances: Enter the minimum allowed Cross Talk instances per second.

    • Speaking Rate Violation: This displays the average daily conversation sessions and comparison analysis for the selected period. A violation is flagged when the agent's speaking pace is outside the configured acceptable range.

      • Words Per Minute (WPM): Select the expected speaking rate. If the agent does not adhere to the configured rate, the system marks the metric as failed.
        Speaking Rate

  6. Click Create to save the new metric for the Speech.

Edit or Delete By Speech Metrics

Steps to edit or delete any existing By Speech evaluation metrics:

  1. Right-click on a desired evaluation metric name under the By Speech category.
    Edit Metric

  2. Choose an option:

    • Click Edit to modify the selected metric details.
      By Speech edite Screen

    • Click Delete to remove the selected metric.

  3. Click Update to save the changes.

Language Dependency Warnings

This section outlines the limitations and dependencies associated with modifying language settings in evaluation metrics.

Deletion Warnings

This section describes the warnings and prerequisites you must address before deleting a metric.

  • If the metric is used in any evaluation form, the system displays a warning message.

  • Remove the metric from all associated evaluation forms before you delete it.

  • If any attributes are linked to the metric, assign a different metric to those attributes before proceeding with deletion.

  • The system allows you to delete the metric only after resolving all dependencies.
    Delete Warnings