Rules are created in CX Moments. Go to the Auto QA section, click the Configuration tab and then click "New Rule" to get started.

- Script delivered template: will Pass a conversation when specific topic(s) are detected. This is useful to check Opening greetings, additional help offered, etc.

- Negative topics template: will Fail a conversation when specific topic(s) are detected. Useful to check agents are avoiding the use of jargon, negative sentiment, or rude words.

- Wait time template: this rule will trigger when detecting a silence duration longer than XX seconds. It will then Pass the conversation if it detects specific topic(s) on the agent side ("Sorry for keeping you waiting")

- Sequence template: this rule will trigger when detecting topic(s) on either side of the conversation. it will then Pass the conversation if it detects topic(s), on either side, before or after the triggering topic. This is useful to check