This article will explore the details of the call transcription and sentiment analysis features of the OneCloud, showing you where to find it, and how to interpret the results. As well as some tips and tricks.

Call transcription obviously requires that recording has been enabled for your system. The functionality expands on the recording interface, so when you access your Call History and click the Recording icon, an improved interface will be revealed.

View a Call Transcription

Call transcriptions reside in the Portal:

1. Log in to the Portal with a user with a scope of Office Manager or above.

2. Navigate to Call History.

3. Click on the Speaker icon to the right of the target call.

In addition, you can download the transcription to a CSV file.

Note: New calls might take some time to appear in the portal if there is a lag associated with contacting the transcription service. If you’re not seeing a message, refresh.

Set Recording for Individual Users

You can set recordings for individual users. Once transcription, and/or sentiment analysis have been enabled, you will have additional options in the User Profile screen.

To set recording for specific users:

1. Log in to the Portal with a user scope of Office Manager or above.

2. Select User from the top navigation menu.

3. Select the target user.

4. Under the Profile tab, click on the Record User’s Calls dropdown.

5. Select Yes w/ Transcription to transcribe the calls. If you have sentiment analysis activated, you will have an option to add that as well

6. Click the Save button.