Recording Your First Conversation
Agent Assist enables agents to record and analyse conversations in Agent Assist, providing immediate insights and automated wrap-up notes.
In this article, we'll cover:
Prerequisites
Starting a Call Recording
Accessing and Using the Agent Assist Transcription
Copying the Conversation Summary to a CRM
1. Prerequisites
Feature Access:
Agent Assist is currently in early access. To enable this feature, please contact your Account Manager.
Permissions:
Users must have the Access Agent Assist permission enabled by an administrator via Roles & Permissions.
Once enabled, a new Agent Assist option will appear under the Conversations menu.
2. Starting a Call Recording
To begin recording a call using Agent Assist, follow these steps:
1. Navigate to the Conversations tab and select Agent Assist.
2. A new pop-out window will open in your browser. For first-time use, you must grant screen-sharing permissions.
FOR WINDOWS USERS - Select the share screen option, and ensure the "share audio" option is enabled too.
FOR MAC USERS - Select the browser tab containing your telephony platform (e.g., RingCentral, Microsoft Teams, Zoom) and enable the Share Audio option.
Once shared, it will look like this:
Click the green Start Call button to begin recording.
3. Accessing and Using the Agent Assist Transcription
Once a call has started, Agent Assist will generate a live transcription. You can view and interact with the transcript in the pop-out window.
Once you have finished the conversation, click the END CALL button to stop the recording.
Once the recording has ended, a conversation summary is generated by our large language model, and the transcription is automatically saved and imported into evaluagent for post-interaction analysis.
Please note: A summary can take between 10-15 seconds to generate, depending on the length of the conversation.
4. Copying the Conversation Summary to a CRM
After the call ends, our large language model will automatically create a summary of the conversation. Agents can copy a summarised version of the conversation to your system of record/CRM.
To copy the summary:
Ensure you are on the "Summary Tab"
Click on the Copy Summary button in the Agent Assist window. This will copy the summary to your clipboard.
Navigate to the relevant CRM (e.g., Salesforce, HubSpot, Zendesk).
Paste the summary into the appropriate notes or call log section.
Once saved, the summary will be available within the CRM for future reference.
Frequently Asked Questions (FAQs)
Can I use Agent Assist on any browser?
We recommend using Google Chrome or Microsoft Edge for the best experience.
How do I troubleshoot if transcription is not working?
Ensure you have granted the necessary microphone and screen-sharing permissions. Refresh the browser and try again. If you still have issues, please raise a ticket with our support team.