> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.
# By Speech Metric
Speech evaluation metrics assess agent performance during voice interactions using speech analytics. These metrics evaluate conversational behaviors — Crosstalk, Dead Air, and Speaking Rate Violation — to support effective coaching, consistent quality evaluations, and compliance adherence.
## When to Use This Metric
Use speech evaluation metrics when you need to:
* Monitor and evaluate agent behavior based on voice characteristics.
* Detect issues such as Crosstalk (overlapping speech), Dead Air, or Speaking Rate Violation.
* Enable automated, unbiased quality scoring across voice interactions.
* Identify coaching and training opportunities for agents.
* Improve customer experience and operational efficiency.
* Analyze speaking patterns and interaction trends.
## Prerequisites
* Admin or configuration permissions
* Agent attribute definitions created
* Evaluation forms available or in draft state
* Speech data available for Quality AI analysis
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## Configure By Speech Metric
1. Navigate to **Quality AI** > **Configure** > **Evaluation Forms** > **Evaluation Metrics**.
2. Select **+ New Evaluation Metric**.
3. From the **Evaluation Metrics Measurement Type** dropdown, select **By Speech**.
Assign each metric to a single agent attribute for evaluation.
4. Enter a descriptive **Name** for auditing and reporting.
5. Select and configure one of the **Speech Type** options:
### Crosstalk
Tracks simultaneous agent-customer speech.
* Configure overlap duration, maximum instances, and instance control (agent-only or both).
* The metric passes when instances stay within the set limit; exceeding the limit fails the metric.
### Dead Air
Tracks periods of silence.
* Set minimum and maximum duration and allowed instances.
* The metric fails if silence exceeds the configured limits.
### Speaking Rate Violation
Monitors the agent's speaking rate using Words Per Minute (WPM).
* The metric fails if the rate falls outside the defined range.
6. Select **Create**.
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## Edit or Delete By Speech Metric
1. Select a metric under the **By Speech** category.
2. Select **Edit** to modify the configuration.
3. Update as needed, then select **Update** to save.
4. To remove the metric, select **Delete**.
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## Speech Metric Limitations
### One Subtype Per Form
During evaluation form configuration, you can add only **one speech metric per subtype** (Crosstalk, Dead Air, or Speaking Rate Violation) to a form. Adding a second metric of the same subtype shows an error.
To add another metric of the same subtype, you must first remove the existing one from the form.
### Duplicate Metric Error
The system displays an error if you try to add a duplicate Crosstalk, Dead Air, or Speaking Rate Violation metric.
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