General Information
- Automatic recording and transcription
- Searchable transcriptions
- Call summaries
- Call playback
Who can use Conversation Intelligence? All organizations, regardless of PBX package, can purchase the add-on service.
Licenses
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- Conversation Intelligence offers various subscription plans (S, M, L, XL, XXL) that include a number of transcriptions per month. Subscriptions can be upgraded as needed.
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- Answer groups share transcription resources. Each call contributes to a shared pool of resources.
Purchase a License
Conversation Intelligence is not included in the PBX package. The service must be purchased as an add-on.
You need the account permission to be able to purchase add-on services.
Activate a License
After purchasing a Conversation Intelligence license, it must be activated for users or answer groups.
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- Go to Organization Settings.
- Select PBX System and then Conversation Intelligence.
- Assign the license to users or answer groups.
- The service is now active.
Storage Capacity
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You can set the storage period for recordings, which determines how long the recordings are saved.
- Choose between 1, 6, 12, 24, 36, 48, 60, 72, 84 months, or custom.
- Maximum of 30,000 stored calls.
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You can set the storage period for recordings, which determines how long the recordings are saved.
- Choose between 1, 6, 12, 24, 36, 48, 60, 72, 84 months, or custom.
- Maximum of 30,000 stored calls.
Recordings are deleted (oldest first) and will no longer be available. You can always download your recordings and store them in a secure location.
User Permissions
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- You can choose whether a user should be able to listen to their own recordings. Toggle on / off.
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- You can choose whether a user should be able to delete their own recordings. Toggle on / off. We recommend leaving this setting off (Off by default).
Conversation Intelligence can be integrated with various systems. For a detailed description of Insights and how the integration works, you can read more in our Insights article here.
User Settings
Admins can adjust their Conversation Intelligence settings under Organization Settings:
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- Automatic recording
- Transcription quota alerts
- Listening permissions
- Delete permissions
- Retention period
- Automatic logging of summaries (Applies only if you have the Insights integration)
Answer Group Settings
Supervisors or administrators can manage the group's recording settings via Answer Group Settings.
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- Shared transcription pool
- Automatic recording for all group calls
- Assignment of transcriptions
- Supervisors' access to calls
- Notifications and alerts
- Automatic logging of summaries (Applies only if you have the Insights integration)
Conversation Intelligence with Insights
By default, Automatic Logging is enabled for calls, meaning call data is automatically logged in the integrated system. If you wish to enable/disable this feature, you can easily do so by:
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- Click on the gear icon and then on Phone System
- Click on Conversation Intelligence and navigate to the answer groups or user in question
- Click on the entity again under Settings
- Toggle Syncing of Summaries on/off
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