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How to count how many "silence period" of x minutos has in a call?

Question asked by elzaokaba on Dec 22, 2018
Latest reply on Mar 26, 2019 by monica.craveiro

How can I identify if an agent says "please wait" just before putting the customer on hold? It should happen only if the silence period is longer than 2 minutes. Therefore, if an agent asks the customer to wait three times on the same call, he must say “please wait” three times if silences longer than 2 minutes. If in one of them fails, the agent do not ask the customer to wait, his score will be zero. Thank you!