How to Modify the Call Overview Dashboard

The Call Overview dashboard is standard, and currently, no changes are supported in this dashboard. If modifications are needed, it is recommended to create a replica of the dashboard with the desired changes. Afterward, the modified dashboard can be added to the Case Analytics page using the Record Page Builder.

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Unable to View Transcripts and Recordings in Case Analytics View

Follow these preliminary troubleshooting steps:

1. Verify that recordings and transcripts are available in the Care Console view.

2. If recordings and transcripts exist in the Care Console but are not visible in the Case Analytics view, raise the issue to Support for further assistance.

3. If recordings and transcripts are not present in the Care Console and are also missing in the Case Analytics view, investigate the following:

   - Dialer Profiles: Ensure that Recording and Transcripts are enabled.

   - IVR Node: Verify if Transcripts and Recordings are enabled.

   - Permissions: Check permissions under VOICE RECORDING.

   

   - Ensure that the user attempting to view the transcripts has appropriate access to the voice accounts.

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Recording Related Issues

If you encounter recording-related problems like poor quality, inaudible voices of customers or agents, or recordings persisting after call disconnection, please contact our Support team for assistance.

Inaccurate Transcripts

For any inaccuracies in transcripts, please reach out to the product team (ASR module) to perform fine-tuning on standard Speech-to-Text models.

Incorrect Views Displayed to Users

If users are seeing incorrect Case Analytics views instead of the ones configured for them, please refer to the Case Analytics Record Page articles for troubleshooting guidance.

Troubleshooting Voice Analytics Issues

Voice Analytics, such as Loudness, SNR, and RoS, are not inherently available and require deployment upon request.

To initiate this process, ensure that Voice Analytics setup is completed on the partner platform. If this step has not been done, please contact our Support team for enablement assistance.