Talkdesk Quality Management Assist™ Evaluator analyzes call audio and surfaces two conversation-quality signals directly on the evaluation page: Crosstalk and Silence. These metrics help evaluators and supervisors understand how an interaction actually sounded — without having to listen to the entire recording.
- Access
- Where to Find It
- Metrics
- How Metrics Are Calculated
- Requirements and Limitations
- Troubleshooting
Access
Available to customers with a QM Assist Evaluator (QMAE) subscription.
Visible to any user who has access to the evaluation (Supervisors, QM Admins, Evaluators).
Where to Find It
- Go to Quality Management > Evaluation.
- Open an evaluation for voice interaction.
- Below the audio player, expand the Conversation summary section.
Metrics
Crosstalk
Periods where the agent and the customer were speaking at the same time.
- Total: The combined duration of all crosstalk periods in the call.
- Count: The number of separate crosstalk periods detected.
High crosstalk can indicate interruptions, talk-over, or an agent not allowing the customer to complete their thought.
Silence
Periods where neither party was speaking.
- Total: The combined duration of all silence periods in the call.
- Max: The longest single silence period in the call.
- Count: The number of silence periods detected.
Only silence periods longer than 10 seconds are counted. Long or frequent silences can indicate dead air, unannounced holds, or the agent searching for information.
How Metrics Are Calculated
QM Assist Evaluator applies Voice Activity Detection (VAD) to the call recording audio. Metrics are calculated from the audio itself, not from the transcript, so they are unaffected by transcription accuracy or language.
Requirements and Limitations
- Dual-channel recordings are required. Interactions recorded on a single channel are skipped and will not display Crosstalk or Silence metrics.
- Metrics are generated after the call ends and are not available in real time.
- Metrics apply to new calls only. Recordings created before the feature was enabled for your account are not analyzed retroactively.
- Digital (non-voice) interactions are not in scope.
Troubleshooting
The Conversation summary section is empty or not shown. Check the following:
- The interaction is a voice call with a dual-channel recording.
- The call took place after the feature was enabled for your account.
- The recording finished processing — metrics appear shortly after the recording becomes available.
- Your account has an active QM Assist Evaluator (QMAE) subscription.
If all of the above apply and metrics are still missing, contact Talkdesk Customer Care.