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What is the impact when an ACE signal (Eg: Urgency, Need Attention..etc) is detected on a case?

Modified on Fri, 09 Dec 2022 at 02:09 PM

Does it impact Attention Scores and contribute to LTE?


ACE signals include many of our typical ML labels, some of which already impact Sentiment and Needs Attention Scores and LTE predictions.  Those same signals are then also used for ACE. They do not impact ML scores a second time, as that would be redundant.


See (ACE) Agent Coaching and Evaluation for more information.


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