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Conversation Intelligence - General Configuration

Owned by Patrick Hauser (Unlicensed)
Last updated: Aug 01, 2023
4 min read

 

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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.
Call Filtering - Call Filtering allows the user to specify call criteria and rules which define which calls will be processed within Conversation Intelligence. All calls that do not fall under the defined criteria and rules will not be processed within Conversation Intelligence.

  • (A) Call Timing Selection - Click the dropdown to access these filtering options. Every option except, "Between", will ask for just one time. "Between" will ask for 2.

    • Between

    • Less than

    • Less than or equal to

    • Greater than

    • Greater than or equal to

  • (B) Seconds - All timing is listed in seconds with 5 seconds the recommended best practice.

  • (C) All Locations checkbox - Click if you want to have all unassigned locations enabled with Conversation Intelligence.

  • (D) Location Search - If your list is long and you know the specific location you want enabled with Conversation Intelligence, enter it in this search box.

  • (E) Location Selection - Click to select the location(s) you want enabled. Unselecting locations works the same but in reverse.

  • (F) Un/Assign Location(s) - If you are assigning locations, once your locations have been selected, the right facing arrow will become enabled. Click to assign locations. To un-assign location(s), click the left facing arrow once location(s) have been selected.

  • (G) Call Sources - Select which calls will be included in Conversation Intelligence for the assigned locations by clicking the corresponding checkbox.

    • Call Center - Calls that have been routed to a call center queue and handled by an Agent.

    • Location - Calls routed to the location and managed by a location employee.

    • Voicemail - Calls routed to voicemail and the caller leaves a message.

    • External Connect - Calls that get forwarded to an external phone number, not a call center or location. An example of this is when clients want their calls routed to a third party call center.



Payment Calls

  • (H) 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. CallPotential considers a call to be a “Payment Call” if a user opens the payment screen when they are on a live call with a Lead or Customer.

    • If (H) Include Payment Calls Only is checked, then (I) PCI Redaction must be ON.

    • If (I) PCI Redaction is OFF, then (H) Include Payment Calls Only will automatically become unchecked.

    • (I) PCI Redaction must be turned ON in order to have the (H) Include Payment Calls Only box checked.



PCI Redaction

Calls with Leads & Customers may include sensitive payment information such as credit card numbers, expiration dates, CVC numbers or social security numbers which can't be recorded and stored. For example, a Lead may need to provide payment information when moving into a unit. Instead of deleting the entire phone call because it contains this sensitive data and losing the opportunity to listen to and learn from the call, when PCI Redaction is on, CallPotential provides the ability to redact sections of the call when this information is discussed. When PCI Redaction is enabled, customer payment information is omitted from the conversation. Note: If Conversation Intelligence does not recognize any PCI data during a payment call, CallPotential will delete the entire recording to ensure PCI compliance. CallPotential considers a call to be a “Payment Call” if a user opens the payment screen when they are on a live call with a Lead or Customer.

  • (I) Enable PCI Redaction toggle - Click to enable PCI Redaction for your selected location(s). When this feature is enabled, sensitive payment information such as credit card numbers, CVC codes, and expiration dates will be removed from all recorded calls. When PCI Redaction is enabled and the system does not recognize any PCI data during a payment call and (H) is enabled, CallPotential will delete the entire recording to ensure PCI compliance.



Lead Prediction

Note: At this time, this feature of Conversation Intelligence is still in development and not ready for general availability. This is not currently supported by the CallPotential team.

Lead follow-up time is critical to maintaining a high rental conversation rate. Just a few minutes delay can be the difference between a rental versus canceled Lead. Calls that hit voicemail and are not identified as a Lead right away are lost opportunities for clients to generate new rentals. 

Correct reporting of call dispositions (e.g. Lead/Customer/Other) is critical for creating accurate conversion rates that drive key business insights and decisions.

  • (J) Lead Prediction - After transcribing and analyzing a call recording, Lead Prediction classifies that call as a Lead or not based on a confidence percentile score of (0%-100%).



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