What type of calls does ECI not process for insights?

The correct answer identifies that ECI does not process calls for insights that either last less than five seconds or involve all internal participants.

Calls that are under five seconds typically do not provide enough context or information for meaningful analysis, as they are too brief for any significant interaction or insight to be gathered. This time threshold ensures that only calls with sufficient content are used for insights, making the data more valuable for analysis and reporting.

Similarly, calls where all participants are internal do not contribute to the insights ECI aims to gather, as they often do not represent real customer interactions. The purpose of ECI insights is to analyze conversations that involve external clients or customers, which provide a clearer picture of customer engagement and service quality. Calls exclusively between internal team members would not yield actionable insights that reflect the customer experience.

Together, these criteria determine the types of calls excluded from the insights processed by ECI, reinforcing the focus on interactions that truly reflect customer engagement.