25.2. Insight FAQs

Q1. Can I ask Insight to check specific categories only for certain departments?

It is possible for this to be enabled during implementation, so please speak to your deployment team if you would like to have this enabled.

Q2. Is there a way for all Users in a group to see all of their group’s calls? 

To enable users of a group to see all their group’s Insight calls, the Administrator needs to:

• Go to the Groups tab

• Select the appropriate group

• Navigate to the Group Administrators section

• Check Allow Insight Access against All Members

Q3. Is there a way for one User to see all the group's calls? 

To enable this, the Administrator needs to:

• Select the appropriate Group(s) from the Groups tab

• Navigate to Group Administrators section

• Click Add, select the name of the person who is to be made Admin and click Add again:

• Tick Allow Insight Access

• Repeat these steps for any other groups that person is to be a Group Administrator for

Q4. Will Insight work with Service Cloud Voice?

Yes, Insight and Service Cloud Voice are mutually compatible with each other.

Q5. Are Insight call recordings stored in mono or stereo?

All Insight call recordings are stored in stereo.

Q6. Why are my notes no longer being displayed?

If you have created a new custom Event Type, you will have to ensure the API Name is a numerical value from 0-1000 otherwise they will fail to be displayed

Q7. Where is Insight data processed?

• Call data is processed via the Natterbox platform

• The audio data is then processed by our transcription and AI analytics provider who send it back to us

• We then send the Insight meta data to Salesforce and send the transcription to an AWS instance for storage

• Then access to the transcription data is managed via the customer's Salesforce through Natterbox Insight

Q8. How long are transcriptions retained?

Transcription data is treated the same way as call recordings and are both subjected to the same retention rules that they were configured and archived with.