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:
Related articles
Activating Voice QA with Zendesk Talk
Zendesk Talk must be enabled before you can activate Voice QA in Zendesk QA.
To activate Voice QA with Zendesk Talk
- In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk. - On the Settings tab, scroll down to Transcribe and summarize call recordings for Zendesk QA.
- Select the checkbox for Transcribe and summarize call recordings for Zendesk QA.
When the checkbox is selected, you can select the phone lines for which you want to turn
the feature 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.
- Click Save.
Activating Voice QA with Zendesk Talk Partner Edition
If you’re using a call center solution other than Zendesk Talk, 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.
After phone call recordings are imported, you can access them on your Conversations page. See Analyzing phone calls and transcripts in Voice QA.