The purpose of this guide is to explain how to enable your locations and then specify the calls you would like included in Conversation Intelligence.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Access
- (A) Settings - Click to access all your available administrative settings.
- (B) General Configuration - Click to open your configuration options and determine which calls are subject to our CI service.
Include Calls Based on Length
- (C) Call Length Selector - Click the dropdown to include calls based on their length. Your options include Between, Less than, Less than or equal to, Greater than, & Greater than or equal to. Note: If you select Between, you will need to indicate 2 times in (D) Time Filter.
- (D) Time Filter - Based on your selection in (C), indicate how long or short a call needs to be for it to be included in Conversation Intelligence. For example, if you select Greater than in (C), the time you enter here will be the minimal length a call needs to be in order to be included.
Include Locations
- (E) All Locations - Check this box to include all of your locations in Conversation Intelligence.
- (F) Search for a Location - If your list is long and you know the specific location you want added, you can enter it here. The list will dynamically update as you type.
- (G) Select All Locations - If you want to include all of your locations in Conversation Intelligence, click this and the system will assign all of your locations.
- (H) Select Location(s) - Click to select one location at a time. You can select multiple, non-sequential locations at once by pressing Command on your keyboard as you click location names. Press Shift on your keyboard to select a group of locations.
- (I) Assign Location(s) - When you've finished assigning locations, click to add them to Conversation Intelligence.
Include Call Sources & Types
- (J) Call Sources - Click the corresponding checkbox of the call source(s) you want included in Conversation Intelligence. Note: You can select more than one call source.
- (K) Include Payment Calls Only - Click this box to ensure only payment calls will be transcribed and processed within Conversation Intelligence. If the box is unchecked, all calls (that meet the other criteria) will be included in Conversation Intelligence.
- If (K) Include Payment Calls Only is checked, then (L) PCI Redaction must be turned ON.
- If (L) PCI Redaction is OFF, then (K) Include Payment Calls Only will automatically become unchecked.
- (L) PCI Redaction must be turned ON in order to have the (K) Include Payment Calls Only box checked.
Enable PCI Redaction & Lead Prediction
- (L) PCI Redaction - Toggle this on to omit sensitive payment information from every call that meets your criteria.
- (M) Lead Prediction - Click to turn on our Lead Predication service. Lead Prediction determines whether a call is likely to be a new Lead.
Save Changes
- (N) Cancel - Click to remove any edits you made on this screen.
- (O) Save - Click to save any edits you made on this screen.
