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Speech evaluation metrics assess agent performance during voice interactions using speech analytics. These metrics evaluate conversational behaviors — Crosstalk, Dead Air, and Speaking Rate Violation — to support effective coaching, consistent quality evaluations, and compliance adherence.

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When to Use This Metric

Use speech evaluation metrics when you need to:
  • Monitor and evaluate agent behavior based on voice characteristics.
  • Detect issues such as Crosstalk (overlapping speech), Dead Air, or Speaking Rate Violation.
  • Enable automated, unbiased quality scoring across voice interactions.
  • Identify coaching and training opportunities for agents.
  • Improve customer experience and operational efficiency.
  • Analyze speaking patterns and interaction trends.

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Prerequisites

  • Admin or configuration permissions
  • Agent attribute definitions created
  • Evaluation forms available or in draft state
  • Speech data available for Quality AI analysis

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Configure By Speech Metric

  1. Navigate to Quality AI > Configure > Evaluation Forms > Evaluation Metrics.
  2. Select + New Evaluation Metric.
  3. From the Evaluation Metrics Measurement Type dropdown, select By Speech. By Speech Dropdown
    Assign each metric to a single agent attribute for evaluation.
  4. Enter a descriptive Name for auditing and reporting.
  5. Select and configure one of the Speech Type options:

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    Crosstalk

    Tracks simultaneous agent–customer speech.
    • Configure overlap duration, maximum instances, and instance control (agent-only or both).
    • The metric passes when instances stay within the set limit; exceeding the limit fails the metric.
    Crosstalk

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    Dead Air

    Tracks periods of silence.
    • Set minimum and maximum duration and allowed instances.
    • The metric fails if silence exceeds the configured limits.
    Dead Air

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    Speaking Rate Violation

    Monitors the agent’s speaking rate using Words Per Minute (WPM).
    • The metric fails if the rate falls outside the defined range.
    Speaking Rate Violation
  6. Select Create.

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Edit or Delete By Speech Metric

  1. Select a metric under the By Speech category.
  2. Select Edit to modify the configuration.
  3. Update as needed, then select Update to save.
  4. To remove the metric, select Delete.

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Speech Metric Limitations

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One Subtype Per Form

During evaluation form configuration, you can add only one speech metric per subtype (Crosstalk, Dead Air, or Speaking Rate Violation) to a form. Adding a second metric of the same subtype shows an error.
To add another metric of the same subtype, you must first remove the existing one from the form.

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Duplicate Metric Error

The system displays an error if you try to add a duplicate Crosstalk, Dead Air, or Speaking Rate Violation metric.