18.3.7. Advanced Insight Controls

These controls mostly take place in the Natterbox app, in Account Settings.

• Navigate to the Account Settings tab, and scroll to the Insight Settings section.

Enable All Insight Categories

• Find the Enable All Insight Categories checkbox:

By default this is unchecked.

When this is enabled, all the Insight categories that are triggered for the call are saved in Salesforce against that call, irrespective of whether it would normally be highlighted. Please note, checking this checkbox means the Insights may take significantly more storage space.

Giving End Users Access to all Their Calls

• Find the Enable End User Access All Insights checkbox:

By default this is unchecked.

With this option unchecked, an end user can see only the Insight records which a Supervisor has assigned a note against in the Insight Search tab.

When this option is checked, end users can see all the calls associated with them in the Insight Search tab.

Using Recording Access Control to set Access to Insight Records

• Find the Control by Recording Access checkbox:

By default this is unchecked.

This enables access to Insight records for a user based on the Recording Access level setting.

Using Routing Policies to Override Default Settings

It is possible to override the default Insight Settings using a routing policy app called Record and Analyse, which is held in an Action container.

When a user is given an Insight licence via Manage Licences, all of their calls are recorded and processed through the Insight platform using the default Insight settings and default record settings (default system policy). If the Record and Analyse app is used in a routing policy, it supersedes the default Insight settings for calls that pass through that app.

If the call passes through multiple Record and Analyse apps, it uses the settings of the last one it passes through.

The app has two apps in configuration, see below...

Record App

The following options can be selected here:

• Whether a copy of the recording should be archived
• Which Archiving Policy should be used
• Which leg of the call should be recorded
• When the recording should commence
• Whether or not there should be a beep alert
• If there is to be a beep alert, it can be customised
• Whether the recording should be emailed

Insight App

The following options can be selected here:

• The language to be used for the analysis
• The region of the analysis
• Which leg of the call should be analysed