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Auto QA rule template: Wait time
Auto QA rule template: Wait time
Jordan McGovern avatar
Written by Jordan McGovern
Updated over 8 months ago
Create_configure_and_save_new_rule_-_Wait_time.gif

This template will create rules that trigger when detecting a silence duration longer than XX seconds. It will then Pass the conversation if it detect specific topic(s) ont the agent side ("Sorry for keeping you waiting")

Step 1: create the rule using the "Wait time" template

1._Create_new_rule_-_Wait_time.gif

Step 2: name the rule and give it a long description

2._Name_new_rule_-_Wait_time.gif

Step 3: Decide "how long" the silence should be to trigger the rule

3._Select_silence_period_-_Wait_time.gif

Step 4: Select topic(s) to be detected on the agent side

4._Select_topics_that_pass_-_Wait_time.gif

Step 5: save the rule. It will now run automatically on all your ticket/chat history, as well as on any new conversation coming into your Helpdesk.

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