AQM Rule Coverage Reporting
Updated
The AQM Rule Coverage Report shows which interactions qualified for evaluation based on Interaction Selector conditions and which interactions were excluded because one or more conditions failed. This report also helps you analyze coverage distribution by interaction message count and channel, so you can tune Interaction Selector conditions and make better operational decisions.
This guide explains how to configure and use AQM Rule Coverage Reporting. It also lists the supported dimensions and metrics available in the Social Analytics and Service Analytics data sources for AQM Rule Coverage Reporting. The report captures values at the moment the rule executes, which helps you analyze rule coverage and improve configuration decisions.
Benefits
The Rule Coverage report offers the following benefits:
You get clear visibility into interactions that triggered scoring and those that did not.
You can analyze interaction coverage by message count, channel, intent, and voice attributes.
You can identify which Interaction Selector conditions pass or fail most often.
You can validate rule behavior after configuration changes. You can troubleshoot why a specific interaction was not scored.
Configure AQM Rule Coverage Reporting
Follow these steps to configure AQM Rule Coverage Reporting.
Step 1: Create a Reporting Widget
Navigate to Care Reporting.
Click the + Create Widget button on a reporting dashboard to build a new report.
For detailed steps, see Create a Reporting Widget.
Step 2: Select the Data Source
In the widget setup screen, select one of the following in the Data Source field: Social Analytics or Service Analytics.
Step 3: Add Metrics and Dimensions
Add the required Dimensions and Metrics based on what you want to analyze.
Apply filters if needed to focus on a specific rule, checklist, channel, or time range.
Supported Dimensions
These dimensions help you analyze rule coverage and interaction eligibility.
Dimension Name | Description |
Case | ID associated with the case |
Interaction ID | ID associated with the interaction within a case |
Rule | Name of the Automated QM rule |
Macro | Name of the macro that triggered the rule |
Action Node Name | Name of the action node that evaluated the Interaction Selector |
Audit Checklist | Checklist sent to the scoring engine |
Rule Triggered At | Time when the rule executed |
Interaction Channel | Channel associated with the interaction |
Detected Intent Group | Detected L1 intent group for the interaction |
Interaction Brand Response Type | Type of brand participation in the interaction |
Call Direction | Indicates inbound or outbound call |
Call Disposition Plan | Name of the disposition or ACW form |
Call Disposition | Disposition selected by the agent |
Call Sub Disposition | Sub disposition selected by the agent |
Call Disconnection Type | Reason for call disconnection |
Call Recording Exist | Indicates whether a call recording is available |
Supported Metrics
These metrics help quantify interaction characteristics at evaluation time.
Metric Name | Description |
Interaction Message Count | Total messages in the interaction |
Interaction Customer Message Count | Total customer messages |
Interaction Brand Message Count | Total brand messages |
Interaction Bot Message Count | Total bot messages |
Interaction Agent Message Count | Total agent messages |
Interaction Duration | Total duration of the interaction |
Call Mute Time | Total mute duration |
Call Hold Time | Total hold duration |
Call Hold Count | Number of hold instances |
Call Dead Air Time | Total dead air duration |
Call Total Talk Time | Total talk time |
Call Customer Talk Time | Total customer talk time |
Call Advisor Talk Time | Total advisor talk time |
Condition Value | Value configured for the Interaction Selector condition |
All metric values reflect the state of the interaction at the time the rule executed.
Example Use Cases
You can use AQM Rule Coverage Reporting for the following scenarios.
Analyze rule coverage
Identify how many interactions pass or fail Interaction Selector conditions for a given rule.
Message count threshold validation
Understand whether message count limits exclude too many interactions from scoring.
Channel based analysis
Compare acceptance and rejection rates across voice and digital channels.
Root cause analysis
Investigate why a specific interaction was not scored by reviewing condition acceptance results.
Post change validation
Validate the impact of Interaction Selector updates by comparing acceptance trends before and after a change.
AQM Rule Coverage Reporting gives you clear insight into how Automated Quality rules evaluate interactions. You can see what was evaluated, what was filtered out, and why. This visibility helps you refine Interaction Selector conditions and make confident quality and business decisions.