Talkdesk Interaction Analytics™ captures, transcribes, and analyzes every customer interaction using artificial intelligence to identify key conversation moments, topics, and sentiments. This application helps you understand customer intent, uncover trends, and provide actionable insights into the business.
Note: Talkdesk AI products use speech-to-text technology (STT) to transcribe everything during voice interactions. For more information about the currently supported languages and dialects, please consult this listing of AI Supported Languages.
.
Prerequisites
To use Interaction Analytics, Talkdesk’s routing system must be configured, and call recording must be enabled for both inbound and outbound calls.
Accessing and Managing the App
You can access the app via Talkdesk Workspace, in the app sidebar, by simply finding and clicking the icon for Interaction Analytics.
Access and Permissions
To manage which team members have access to Interaction Analytics, please follow these steps:
1. Log in to your Talkdesk account and select Admin.
2. Click on Roles and Permissions.
3. Select the More options icon to grant permissions to a member of your team, and choose the Edit permissions option.
4. Once you’re finished, click Save changes [6].
If you need more information about roles and how to grant permissions, please visit the article Roles and Permissions.
Notes:
We advise giving access only to administrators, supervisors, and custom roles that have a specific need to access Interaction Analytics.
-
You can designate which users/roles have access to a particular transcription and recording saved, in order to have more control over who has access to what type of information within “Search” and the “Transcription Card”. To do so, go to the Admin > Roles and Permissions tab > Permissions tab > “Calls” section. Each scope available in this section has different permission levels:
“All”: Can access all interaction transcripts/recordings.
“Agent”: Can only access the user’s specific interaction transcripts/recordings.
“Ring Group”: Can only access the interaction transcripts/recordings of the ring groups the user belongs to.
When all configurations are done, you can start leveraging Interaction Analytics to your benefit.