I seem to continue to get false negatives on long prompts.
PSST is a Cyara's way of understanding whether the IVR prompt is over or not. PSST states for Post Speech Silence Timeout, which is easy to understand if we review it in the following way:
Unlike to humans computers cannot understand speech real-time (yet) therefore IVRs usually play some announcement and then:
During this pause there is nothing is played and a caller hears a silence. This silence Cyara uses to detect that the IVR step is over. These 2 possible scenarios lead to 2 most typical situations: when the user input is required and when the user input is not required.
Though every IVR is different, Cyara came up with 2 recommendations for these 2 scenarios:
Hope it helps! If not, please let us know and I will engage our support team!
So how many seconds is your long prompt?
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