Add words to the custom dictionary so they are not flagged as spelling errors during scoring. This is useful for brand names, technical terms, abbreviations, and other domain-specific vocabulary.

Manage the lists of terms that trigger flags in each scoring category. These terms are used to detect potential issues during automated scoring.

How close to the end of the contact the further assistance offer must be (in number of agent messages). The system checks whether the agent asked if the customer needs further help within the last N agent messages.

Control how aggressively the automated scoring flags potential issues in each category. "Low Aggression" uses conservative detection, "Highly Aggressive" casts a wider net, and "Only User-Defined Flags" restricts detection to your custom flagged terms only.

Configure the time thresholds used to detect hold and silence violations during transcript analysis.