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Uniphore Customer Portal

How do I create a Fact?

Conversation Facts can be created from Conversation Fact page.

  1. Click the Create button on the Conversation Facts page and add details in the Metadata section of the Fact Details tab:

    1. Name: Unique name for the Fact

    2. Description: Brief description

    3. Group: Select or create a group to organize Facts based on common attributes (e.g., Soft skills, Compliance). To create a new group, enter the group name and click the Add Item button.

    4. Organization: Assign to one or more organizations/hierarchies

      Note

      Facts can only be processed with conversations that are assigned to the same Organization.

    5. Language: Select the conversation language

    6. Channel: Identify where to process the Fact

      Note

      Currently supports voice channel only.

    7. Direction: Specify the direction of the conversation: Inbound or Outbound

  2. Click Next to add Configuration details:

    1. Fact Type: Choose from List of values, Numeric, Boolean, or Text. To learn more about Fact Types, click here.

    2. Query: The key question for AI evaluation (e.g., “Did the Agent greet the customer?”)

    3. Status: Set to Draft by default; change to Approved to map a Fact in Scorecards

  3. Click Save & Test to validate the Fact in a conversation. To Save without testing, click Close.

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