Create a rule in Contact Lens that submits an automated evaluation
Contact Lens enables you to automatically fill and submit evaluations by using insights and metrics from conversational analytics.
Step 1: Configure automation on the evaluation form
Before you can create a rule that submits an automated evaluation, you need to configure automation on the evaluation form. For detailed instructions, see Step 6: Enable automated evaluations in Create an evaluation form.
Following is an overview of the steps:
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Setup automation on every question in an evaluation form.
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Turn on Enable automated submission of evaluations before activating the evaluation form.
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When you activate the evaluation form with automation configured, a prompt is displayed for you to create a rule, as shown in the following image.
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Choose Create a rule.
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On the Rules page, define a rule that specifies which contacts are automatically evaluated using the selected evaluation form. The following procedure provides instructions.
Step 2: Define a rule that specifies which contacts are automatically evaluated
You can trigger automated evaluations with two types of rules:
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A Conversational analytics rule that automatically evaluates the contact after Contact Lens completes its analysis.
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An Evaluation forms rule that can be used to trigger a situation-specific evaluation form as an outcome of a generic evaluation form. For example, if the answer to the evaluation question Was the customer interested in purchasing a product is Yes, then you can trigger another evaluation form measuring Agent sales performance.
Trigger automated evaluations with a conversational analytics rule
This is the default rule type that is selected when you create a rule to submit an automated evaluation during form activation. You can also create such a rule by selecting Create a rule, Conversational analytics on the Rules page.
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Choose A Contact Lens post-call analysis is available or A Contact Lens post-chat analysis is available as the event source. These two options are highlighted in the following image.
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Define conditions (such as specific queues) to be automatically evaluated, and then choose Next.
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On the Define actions page, provide a category name to identify the rule.
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Choose Add action, select Submit automated evaluation, and select the form that you want to use for automatically submitting an evaluation. (This action is already selected on the page if you created the rule when you activate the form.)
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Choose Next. Review and then choose Save and Publish.
After you add rules, they are applied to new contacts that occur after the rule was added. Rules are applied when Contact Lens analyzes conversations.
Important
You cannot apply rules to past, stored conversations.
Trigger automated evaluations with an evaluation forms rule
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Go to the Rules page. Select Create a rule, Evaluation forms.
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Under When, select the event source as A Contact Lens evaluation result is available.
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Choose Add condition to trigger a situation-specific evaluation. For example:
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A specific answer on another evaluation, shown in the following image.
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The score of another evaluation form, shown in the following image.
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Choose Add action, select Submit automated evaluation, and select the form that you want to use for automatically submitting an evaluation.
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Choose Next. Review and then choose Save and Publish.
Frequently Asked Questions (FAQ)
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Can an automated evaluation override an evaluation that has been manually submitted?
No, an automated evaluation cannot override a manually submitted evaluation. If an evaluation already exists, then the automated evaluation will fail for that contact and account administrators can see such failure notifications within CloudWatch.
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How do I identify automated evaluations?
If an evaluation is automatically submitted, it is marked as "submitted by Contact Lens automation" on the Contact details page. If an automated evaluation is edited and re-submitted by an evaluator, the "submitted by" contains the name of the evaluator.
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Can I automatically evaluate a contact using multiple evaluation forms?
Yes, you can automatically submit evaluations on a contact using multiple evaluation forms. You need to create multiple rules to submit automated evaluations using the different evaluation forms.
