Tab AI Policies
The AI Policies tab provides a comprehensive environment to manage your policies effectively. This tab is central to implementing and monitoring policies that ensure conversations are recorded, managed and recognized according to your privacy and compliance requirements.
To use and manage the AI Policies tab, an additional Compliance license is required for the Compliance Officer or Compliance employee.
Activate the authorizations for the Compliance tab, see Administration Manual Configure Recording Insights > tab Settings > User configuration > tab Rules > Access rule for user access - user rights > Compliance
- Click on the tab AI Policies.
- The following window appears:
Legend | Option / function | Description |
1 |
| Create, manage, activate and deactivate the higher-level policies that form the framework for all recordings. These basic policies determine which calls are recorded and which are not, see Tab Policies. |
2 |
| In this tab, you manage the scorecards that define the criteria for evaluating agent performance. Here you can create, edit or delete scorecards to meet individual requirements, see Tab quality management. |
3 |
| Define rules within the higher-level policies to set precise conditions for recording. Define trigger types such as keywords, categories, patterns, mandatory announcements, AI mandatory announcements, AI questions and combine the trigger types with AND or OR, see tab Tab Policy Rules. |
4 |
| Create and edit patterns that are used to identify relevant conversations, see Tab Patterns. |
5 |
| Determine phrases that are important for compliance with the guidelines and can serve as an indicator to check requirements for call content, see Drop-down list: adherence phrases, AI adherence phrases. |
| Determine AI-generated phrases that are important for compliance with the guidelines and can serve as an indicator to check requirements for call content, see Drop-down list: adherence phrases, AI adherence phrases. | |
6 |
| Define AI questions for compliance policy analysis. The AI answers the questions intelligently and tailored to the conversation, see Tab AI questions. |
7 |
| Create and manage categories to classify the recorded data by topic or relevance, see Tab Categories. |
| Define categories that are used by the AI to automatically classify conversations, see Tab AI Categorization. | |
8 |
| Storage and management of recordings with customized retention period TTL, see Tab Conversation safe. |
Description of the functions
- Click on the icon
.
- The drop-down list opens with the following functions:
| Open Recording Insights in a separate window | The option is only available when using Recording Insights in the Microsoft Teams desktop app. |
| Reload app | The app is reloaded. |
| Go to website | The website of ASC Technologies AG is called up. |
| About | The information for Recording Insights is displayed. |
| Share app | The app can be shared with other users. |
| Open help | Opens the online help, see Open help. |
| Refresh view | Refreshes the view of the current tab. |
