Any period of silence in a call lasting more than 10 secs between the agent and the customer is detected as Dead Air.
While 10 seconds is the default setting, the time of silence allowed between agent and customer can be increased or decreased based on your organization's preferences.
To adjust the time associated with the Dead Air Moment please reach out to your Observe.AI CSM. If an Observe.AI CSM is not assigned to your account, please email us at support@observe.AI and a member of team will respond to your request.
NOTE*** On the Call Details page, Dead Air in a call appears as a red block in the audio bar as shown below.