There are a few places to configure AI and Insight Settings.
Account Settings
Navigate to the Account Settings tab, and scroll to the Insight Settings section. For information on how to configure these settings, scroll to the Insight Settings on this guide.
Scheduled Job
If you are using Insight and/or Natterbox AI, you need to have the Insight scheduled job running. If it looks like the image below (blue button saying ‘Start Job’ and red text), please click to enable the job.
When it is enabled, it looks like this:
For more information on the Insight Scheduled Job, please refer to the Scheduled Jobs guide.
Routing Policies
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 Tab
For details on how to configure the Record tab, see here. The main field to check is ‘Recording Leg’, if you want to enable both legs to be analysed, the recording will need to be set to ‘Both’ as well.
Insight Tab
This is the tab where you can override the default Insight settings. Make sure to select Insight Configuration = ‘Configure Insight for this Call’ and then customize the Analysis Language for example. This is how you can have multiple languages being analysed.
For details on how to configure the Record tab, see here.
