Settings

The Intelligence Engine settings page allows you to configure parameters for AI-powered analytics and summaries within your contact center. These settings control how AI accounts are used, the scope of analysis, scoring thresholds, and language preferences for AI-generated content.

The Intelligence Engine settings page

Screen Properties

AI Account for Historical Analytics

Select the AI Provider integration account to process historical analytics. The System Default option selects the AI account configured by your service provider.

AI Account for Real-Time Analytics

Select the AI Provider integration account to process real-time analytics. The System Default option selects the AI account configured by your service provider.

Default Coverage % for Analysis

Specify the percentage of interactions that will be sent for analysis. Enter a value between 0 and 100. For example, a value of 50 means half of relevant interactions will be analyzed.

Score Threshold and Colors

Define the thresholds that catagorize scores as Bad (red), Good (yellow), and Excellent (green). Adjust the percentage markers to define the range for each category.

AI Summary Language

Select the language for AI-generated summaries.

• Default: Generate summaries in the call center's default language.
• Interaction Language: Generate each summary in the language detected in the interaction.

Service for Autosurvey and Historical AI Summary

Select the service configuration to use for autosurveys and historical AI summaries when an interaction involves multiple services.

• Last Service in Interaction: Uses the configuration of the last service that handled the interaction.
• First Service in Interaction: Uses the configuration of the first service that handled the interaction.

Case Processing Trigger for Categorization, Discovery, and Autosurvey

Select the trigger to process Categorization, Discovery, and Autosurvey for cases.

• Process a specified number of hours after the case is resolved. If the case is reopened after processing, it will not be re-processed.

• Process when the case is closed.

Case Processing Trigger for Historical AI Summary

Select the trigger to generate Historical AI Summaries for cases.

• Re-generate the summary on each case update.

• Generate the summary a specified number of hours after the case is resolved. If the case is reopened after processing, the summary will not be re-generated.

• Generate the summary when the case is closed.< Previous | Next >