Activating Voice QA

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Quality Assurance (QA) or Workforce Engagement Management (WEM)

Voice QA in Zendesk QA helps you review conversations efficiently without having to listen to the entire phone call recording. To analyze phone call recordings, you must first import them into Zendesk QA. To do this, activate Voice QA with Zendesk Talk or Zendesk Talk Partner Edition. The system will then automatically generate a transcript for each recording, with speakers clearly separated for easier review.

This article contains the following topics:

• Activating Voice QA with Zendesk Talk
• Activating Voice QA with Zendesk Talk Partner Edition

Related articles:

• Analyzing phone calls and transcripts in Voice QA

Activating Voice QA with Zendesk Talk

You must turn on the voice channel before you can activate Voice QA in Zendesk QA.

To activate Voice QA with Zendesk Talk

1. In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
2. On the Settings tab, select the checkbox for Transcribe and summarize call recordings for Zendesk QA.
   Tip: When you select this setting, call transcripts and summaries are sent to Zendesk QA where QA-focused users can review and analyze call interactions in detail. Voice QA evaluates the call transcript and provides a QA score in the same way it does for chat or messaging conversations. If you want your call transcripts and summaries to appear in Support tickets, see Using generative AI to create call summaries and transcripts on tickets.
3. Under Select lines, select the phone lines for which you want to turn transcription and summarization on. You can turn it on for all lines or specific lines only.
   If you don’t see a phone line appear in the drop-down menu, call recording is not turned on for the line. Only lines that have call recording activated are displayed.
4. (Optional) If you have the Advanced Data Privacy and Protection add-on, you can configure the following redaction options:
   • Redact personally identifiable information (PII) from transcriptions: Automatically redact PII data, such as names, locations, and Social Security numbers from all call recording transcriptions.
   • Redact payment card industry (PCI) data from transcriptions: Ensure that sensitive credit card information, including credit card number, expiration date, and CVV is redacted from call recording transcriptions.
   Important: PII and PCI data is not redacted from call recording audio files. You need to delete call recording files separately to ensure PII and PCI data is not accessible to Zendesk users using the audio player in tickets.
5. (Optional) If you want to help the transcription service focus on certain words to improve accuracy, select Boost keywords in transcriptions and enter individual key words (not phrases or strings of numbers) separated by a comma.

   Speech-to-text technology often struggles with jargon, names, and industry-specific terms. By identifying these unique words that are common in your calls, you can improve the transcription accuracy.

6. Click Save.

   

There are additional costs involved in recording and transcribing phone calls. See Zendesk number availability and pricing for more information.

Activating Voice QA with Zendesk Talk Partner Edition

If you’re using a call center solution other than Zendesk, you can connect it to Voice QA with Zendesk Talk Partner Edition.

TPE currently offers four pre-built telephony integrations that plug directly into Zendesk QA:

• Genesys
• Amazon Connect
• Talkdesk
• Aircall

Alternatively, you can use the Talk Partner Edition API to connect your own integrations.

To turn on one of these integrations for a trial or paid subscription of Zendesk QA, contact your Zendesk Sales Representative.

There are additional costs involved in recording and transcribing phone calls from Zendesk TPEs. See Call transcription charges.

After phone call recordings are imported, you can access them on your Conversations page. See Analyzing phone calls and transcripts in Voice QA.