Phone System · 1 min read
Voice Intelligence
What you get after each call
| Result | What it gives you | | --- | --- | | Call summary | Why the contact called, key points and next steps | | QA scorecard | A score out of 10, scores for the areas you care about and coaching tips | | Field suggestions | Contact details mentioned on the call, ready to save | | Disposition suggestion | The likely call outcome from your own disposition list | | Transcript | The full call, split by speaker, next to the recording |
Voice Intelligence is a Labs feature and is still being improved.
Before you start
- Turn on call recording. Only recorded calls are analyzed.
- Set up your call dispositions so suggestions use your list.
Turn it on
- Go to Settings → Phone System.
- Open the Voice Intelligence settings and turn it on.
- Choose the scorecard areas you want to track.
- Save.
Where to see results
Open the call in Conversations or the contact's activity. Review the summary, accept suggested fields or dispositions, and read the transcript.
Tips
- Tell callers calls may be recorded, where required.
- Use QA scores for coaching, not as the only measure.