Creating a New Call Insights Configuration

Overview

Call Insights allows you to customize the data captured during a call, depending on your organization’s priorities for call quality and interaction with the caller. This guide will walk you through creating a new Call Insights configuration step-by-step.

Step 1: Access the Call Insights Section

1. Navigate to the Phones section in the application.

2. Click on Call Insights.

   • This will display a list of all available Call Insights.

3. Click the New Call Insight button to create a new configuration.

Step 2: Fill Out the General Information

1. In the General tab:

   • Enter a name for the new Call Insights configuration in the Name field.

   • Specify the Center that will utilize this configuration.

     • This is the name of the center where the insights will be applied.

   • Enter the Client Name (optional):

     • Leave this blank to apply the insights to all clients in the specified center.

Step 3: Add Custom Fields

1. Navigate to the Fields section.

2. Click Add Field to start defining parameters you’d like to monitor.

   • Example:

     • Name: “Caller’s Name Asked”

     • Type: Boolean (returns a true or false output).

     • Description: Provide a prompt that describes the parameter. For example:

       • “The operator asked the caller for their name at the beginning of the call.”

Notes:

• The AI will use your descriptions and the field type to generate outputs in the reports.

• For more details about different field types and example prompts, refer to this documentation.

Step 4: Test the Insights

1. Upload a recording to test the new configuration:

   • Select a Client.

   • Choose a recording.

   • Click the Analyze button.

By following these steps, you can successfully create and test a custom Call Insights configuration tailored to your organization’s needs..