Configuration for Basic users

Who should read this article: Administrators, Supervisors

Enable Speech Analytics for your contact center and users when you are not using Security Access Groups.

Before you start

This article applies to contact centers that use basic user roles such as Admin, Analyst, and Supervisor.

If you use Security Access Groups, follow: Configuration for Security Access Groups

Enable Speech Analytics for the contact center

1. In the Voiso navigation menu, go to Administration > System Settings.
2. Open the Features tab.
3. Scroll to the Speech Analytics section.
4. Configure the following settings:
   • Language selection
     Choose AI-powered auto language detection or select specific languages.
   • Transcription threshold
     Set the minimum call length in Transcribe calls with talk time over.
     This helps avoid transcribing very short calls.

Configure supporting features

To get the most value from Speech Analytics, configure the following:

See: Keyword groups and Keyword compliance

Topics

• Configure Topics.

See: Topics and Topic identification

Optional: S3 replication

• Replicate all your call recordings to your Amazon S3 bucket.

See: Call Recordings Replication to S3

Enable Speech Analytics for users

To give users access to Speech Analytics:

1. Go to Administration > Users.
2. Create or edit a user.
3. Assign one of these roles:
   • Admin
   • Analyst
   • Supervisor
4. Enable the following settings:
   • Enable Speech recognition
   • CDR enabled
5. Select the user’s preferred language in Speech language.

Once enabled, users can view transcripts and analytics in Call Detail Records.