Turn on Interaction Summary

Interaction Summary automatically summarizes a call based on its transcript. These summaries help agents, team leaders, and evaluators save time. Agents don’t need to write summaries at the end of each call, and team leaders and evaluators can understand the purpose of a call without needing to listen to the call or read the transcript.

You can also export Interaction Summaries to your organization’s customer relationship management (CRM) system with the Interaction Summary Read API (see the API Reference Guide on the Calabrio Success Center). Combining Interaction Summary with the API export saves agents the time they would otherwise spend adding after-call work notes into your organization’s CRM.

Interaction Summary is included with Calabrio Analytics, but it does need to be turned on.

Prerequisites

Your organization has an Analytics Essentials or Analytics Enterprise license.
You have the Administer Speech to Text Analytics permission.

Page location

Application Management > Analytics > Task Manager

Procedures

Enable Interaction Summary on existing Analytics tasks

If your organization is already transcribing calls, follow these steps to turn on Interaction Summary on calls that are handled by existing transcription tasks.

On the Task Manager page, click Filters (the funnel icon, upper left of the page). The Filters panel opens.
Select Speech to Text (Transcription) from the Type drop-down list.
Select Ongoing from the Schedule drop-down list.
Click Apply.
Double-click a task to open it.
In the AI Interaction Summary section, select Enable.
Click Save.
Repeat steps 5—7 for the rest of the tasks.

Create a new Interaction Summary task

Follow these steps if your organization isn’t currently transcribing calls or if you want to use Interaction Summary on calls that aren’t handled by an existing transcription task.

PREREQUISITE To create a task, you need to have scope over at least one group. (See Create and edit users for QM, Analytics, and Insights for more information about scope.) If you have scope only for a team and not the group the team belongs to, you cannot create a task for that team.

On the Task Manager page, click Create Task.
Enter a unique name for the task in the Name field.
Select Speech to Text (Transcription) from the Type drop-down list.
Select the language associated with the task from the Language drop-down list. The language you choose determines what appears in the list of available phrase categories.

NOTE Some languages in this drop-down list might require additional configuration for your Calabrio ONE implementation. Consult with Calabrio Support Services to ensure the language you want to transcribe is configured for you.
(Optional) For English transcriptions, select Enable in the Sentiment analysis section to have Calabrio ONE analyze the emotions expressed in a contact. You can view a single contact’s sentiment in the media player and can filter contacts on the Interactions page based on sentiment. Sentiment Analysis also generates an agent’s Net Reputation Score, which appears in the media player. Select Disable to conserve system resources.
Select Enable in the Phrase hits section to have Calabrio ONE search transcripts for all of your organization’s active predefined phrases. Select Disable to conserve system resources.

BEST PRACTICE Enable phrase hits. Phrase hits are an important component of many Analytics features.
Select an existing Index tag, or create a new index tag for the task.
Select Ongoing in the Running the task section.
Select Enable in the AI Interaction summary section.
In the Percentage field, enter the approximate percentage of calls to transcribe. Calabrio ONE gives each call this much of a chance to be transcribed. Calabrio ONE does not transcribe this percentage of the total calls received over a set time period. This results in a representative sample of the calls transcribed as the calls come in. There will be some deviation from the percentage, but that deviation becomes less significant over time.

EXAMPLE You enter 50 in the Percentage field. Each call that meets the criteria for this transcription task has a 50% chance of being transcribed.
(Optional) Configure the Conditions that must be met for the call to be transcribed. Depending on which condition you choose, additional fields for an operand and a value or a time range appear.

NOTE If you use this section, calls that do not meet the filter conditions are not transcribed.
In the Groups and teams section, assign groups and teams to the task. Only groups and teams within your scope are available.

NOTE If you assign a group but don’t assign a team, Calabrio ONE assigns this task to all teams within that group.
Click Save.