View AI insights for a contact

The Data Insights panel in the Media Player contains AI-generated information about the contact. The information you see here varies depending on how your organization uses Calabrio Analytics.

Prerequisites

Your organization has an Analytics Essentials, Analytics Enterprise, or Analytics Enterprise Plus license.
You have recordings within your scope.
The contact has a transcript.
To see the AI interaction summary, both of the following are needed:
- An administrator has created an ongoing Analytics speech-to-text task with AI Interaction Summary enabled (see Turn on Interaction Summary or Create Analytics tasks).
- You have the View Contacts and View Speech to Text Analytics permissions.
To see the AI sentiment analysis, all of the following are needed:
- An administrator has created a Sentiment Analysis task (see Turn on Advanced Sentiment or Create Analytics tasks).
- The contact is an English or Spanish audio call.
- You have the View Contacts and View Sentiment permissions.

Page location

Interactions > Double-click a contact > Data Insights panel

Procedures

Read the summary of a contact

Click the Interaction insights overview tab. The AI interaction summary section summarizes the call in 150 words or fewer.

Check out the Leveraging Interaction Summary pathway to continue your learning journey.

Copy a summary

Click the Copy icon.

View the customer and agent sentiment for a contact

NOTE This is a new feature that is not yet generally available. If you would like early access to this feature, contact your Calabrio Account Manager.

Click the Interaction insights overview tab. The AI sentiment analysis section shows the sentiment (emotions) expressed by both the customer and the agent. It indicates positive, negative, or neutral sentiment for both parties and explains why Calabrio ONE assigned this sentiment.

NOTE If your organization uses mono recording (audio from the agent and the customer combined in a single feed), AI sentiment analysis shows sentiment for the customer only.