Viewing Agent Talk Metrics with AI Companion

Agents can receive real-time analysis of their talk speed and length during engagements, helping them improve their communication on voice channels. Without immediate feedback, agents often remain unaware of how fast or slow they are speaking. This feature provides instant feedback, allowing agents to adjust their speech right away for better customer interactions.

Learn more about enabling Agent Talk Metrics with AI Companion, other Zoom AI Companion features, and how Zoom AI Companion features handle your data.

This article covers:

• Limitations of Agent Talk Metrics with AI Companion
• How to view Agent Talk Metrics with AI Companion

Prerequisites for viewing Agent Talk Metrics with AI Companion

• Zoom desktop app for Windows or macOS, version 5.17.0 or higher
• Zoom Web App
• Relevant engagement feature privilege enabled by your admin
• Zoom Contact Center license

Limitations of Agent Talk Metrics with AI Companion

• Agent Talk Metrics with AI Companion may not be available for all regions or industry verticals.

How to view Agent Talk Metrics with AI Companion

1. Sign in to the Zoom desktop app.
2. Click the Contact Center tab.
3. During a voice engagement, observe the Talk Speed and Speech Length displayed at the top of the screen. 
4. Talk Speed indicates the rate at which you are speaking. It is categorized into three levels:
   • Too Fast: Your speech rate is higher than the recommended speed.
   • Good: Your speech rate is within the optimal range.
   • Too Slow: Your speech rate is lower than the recommended speed.
     Aim to maintain a Good talk speed for clear and effective communication.
5. Speech Length measures the duration of time you have been speaking without interruption.
   This timer will reset each time the customer begins to speak. Use this metric to balance the conversation so you are giving the customer enough opportunity to respond.