ADD-ON FEATURE |
The Agent experience for Sidekick Voice is no different than other Conversations, with the entire interaction with the Customer visible within the Conversation Timeline.
Phone calls from the Customer ([1] and [2]) where Sidekick Voice responded to the Customer are transcribed live in the Conversation Timeline, and the recording can be played [A]. The main difference with Sidekick Voice is the availability of the Show transcript [B] option.
Sidekick Voice transcript
If Voice recording is activated in the Sidekick Voice IVR node, interactions with the Customer are recorded and transcribed in the Conversation Timeline. These Timeline events will say <[Customer name] spoke to Sidekick>
The interaction between Sidekick Voice and the Customer is recorded [1]. Clicking Show transcript [2] expands to expose the text transcript so you can see the text version of the interaction
Phone calls are not recorded and transcripts unavailable
Sidekick Voice interaction recording can be deactivated in the Sidekick Voice IVR node in Gladly instances where call recordings are not permitted. Transcripts are not available if recording is not activated.
If a Customer indicates they’d like to speak to an Agent [4] or Sidekick Voice determines it’s unable to assist the Customer further, it informs the Customer that they are being transferred to an Agent who can help. A text summary of the interaction is provided to the Agent [5], allowing the Agent to pick up where Sidekick Voice left off without asking the Customer how they can help.
Once routed to an Agent, the call is recorded like regular calls.
Delete transcript
Customers may say sensitive or confidential information you don’t want stored in the Conversation Timeline. Compliance Administrators can delete a specific message or an entire recording if needed.