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The Settings section controls app-level configuration for Quality AI features. It includes three areas:
  • Conversation Intelligence
  • Quality AI General Settings
  • Language Settings

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Conversation Intelligence

Conversation Intelligence extracts insights from customer interactions across voice and chat channels. It captures spoken and written conversation data, matches it with interaction metadata, and analyzes customer sentiment to surface needs, opinions, and expectations. Navigate to Quality AI > CONFIGURE > Settings > Conversation Intelligence. Settings

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Enable Conversation Intelligence

Users cannot view Conversation Intelligence Dashboard details until an administrator configures the settings. Permissions are based on user and agent roles.
  1. Expand the Conversation Intelligence section. Conversation Intelligence
  2. Enable the Conversation Intelligence Dashboard toggle. Conversation Intelligence Dashboard Toggle
    Enabling this option makes the Conversation Intelligence feature visible under the Analyze section.

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Interaction-Level Resolution Detection

This setting defines how the system determines resolution across all conversations. The method you select applies organization-wide and affects dashboards, reports, and agent metrics.

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Method 1: Topic-Based Resolution (Strict)

The system marks a contact as resolved only when all L3 topics in a conversation are resolved. When to use:
  • All issues in a conversation must be resolved, including minor ones.
  • Quality standards require complete issue closure.
  • Compliance mandates full resolution tracking.
Example: A customer calls about a payment issue and asks a rewards question. If the payment is resolved but the rewards question is not, the contact is marked unresolved. Configuration:
  1. Navigate to Settings > Conversation Intelligence.
  2. Select Topic-Based Resolution (Strict).
  3. Select Save.
No further configuration is required. The Taxonomy Builder does not display a Resolution tab for this method.

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Method 2: Overall Contact Level Resolution (Holistic Assessment)

The system uses an LLM to assess whether the customer’s primary reason for contact was resolved, even if minor secondary issues remain. When to use:
  • Primary and secondary issues should be weighted differently.
  • Agent performance should reflect resolution of the main customer concern.
  • Minor mentions should not affect resolution metrics.
Example: A customer’s payment issue is resolved, but a casual rewards question is not. The contact is marked resolved. Configuration:
  1. Navigate to Settings > Conversation Intelligence.
  2. Select Overall Contact Level Resolution (Holistic Resolution Assessment).
  3. Select Save.
  4. Navigate to Quality AI > Configure > Taxonomy Builder.
  5. Open the Resolution tab.
  6. Configure Successful, Unsuccessful, and Overall Resolution descriptions.
  7. Select Save. Interaction Level Resolution Detection
This setting applies to all taxonomies, queues, and agents. Changing the resolution method affects all historical data interpretation, dashboards, reports, and agent performance metrics.

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Settings vs. Taxonomy Configuration

LevelScopeWho Configures
Settings (Application level)Defines the global resolution detection method, applies organization-wideAdministrator
Taxonomy Builder (Taxonomy level)Defines topic structures, resolution criteria, and holistic assessment descriptionsAdministrator

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Disable Conversation Intelligence

  1. Toggle off Conversation Intelligence Dashboard. Disable Conversation Intelligence
    Disabling Conversation Intelligence hides all related insights — contact center efficiency, agent efficacy, and customer experience data — across the application.
  2. Select Confirm. Confirm Disable
  3. Select Save.

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Script Adherence Configuration

Script Adherence lets you define custom messages for each step of a conversation script. When enabled, the system checks agent adherence against your custom messages instead of the default generic script.

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Enable Script Adherence

  1. Expand Conversation Intelligence, enable the Conversation Intelligence Dashboard toggle, then enable Script Adherence Configuration. Script Adherence Toggle
  2. Configure messages for each script attribute:
    FieldDescription
    AttributeScript step (for example, Greeting, Branding)
    ActionToggle on to enable custom messages for that step
    MessageCustom message agents should follow for that step
    Script Adherence Warning
    If you enable the message toggle for an attribute, you must enter a message before saving. A warning appears if the field is left empty. Save each attribute before moving to the next.
  3. Select Save.
When enabled, agents can view the following in their dashboard:
  • Conversation Intelligence Dashboard — post-interaction analytics including brand tags, greetings, questions, emotions, and interactions.
  • Script Adherence — the custom messages or scripts defined by the supervisor or administrator.