The Speech Assist window is divided into five areas:

Figure 6: Speech Assist window showing a completed call



•      Minimize, Maximize / restore and Close buttons are at the top right. You can also double-click the purple title bar to maximize or restore the window.

•      The text at the top right (for example “0032fab7…e936a977”) is the session ID of the selected call. Hover over it to see the full ID, which is useful if you contact support.

•      Every panel has a maximize icon (⛶) in its top-right corner. Click it to enlarge that panel to fill the window, for example to read a long transcript, and click it again to restore the normal layout.

•      When the window opens for the first time you may briefly see “Initializing speech engine... This only takes a moment.”



The purple bar below the title shows the details of the call that is in progress or selected in Call History.



Figure 7: Call information bar



A field shows “—” when there is no value yet.



Call History lists all your captured calls, newest first. Click any row to load that call’s details, transcript, summary and Agent Sensei analysis into the rest of the window.



Call History lists all your captured calls, newest first. Click any row to load that call’s details, transcript, summary and Agent Sensei analysis into the rest of the window.



Figure 8: Call History panel

Click the Caller ID, Call Start, Call End, Active or Intent column header to sort by that column; click again to reverse the order. An arrow shows the current sort.

Type in the box “Search calls by caller, intent, status, session…” to filter the list instantly. The search matches the caller ID, call times, active time, intent, status, action item text and session ID.



Figure 9: Action Items column: an open call (Open 3/3) and a closed call

The Action Items column header is also a filter. Click the funnel icon (⧩) next to it and choose All calls, Open or Closed. A tick marks the current choice, and the funnel turns purple while a filter is active. This is a quick way to find calls where you still have follow-up work to do.

•      ● Active (green): the call is in progress right now.

•      Processing: the summary is being generated and the call saved.

•      Paused with an orange ▶ Summarize button: a long call whose summary has not been started yet. Click Summarize to generate it now.

•      Completed: everything is saved.

Use Rows per page (10, 25, 50 or 100) and the page buttons (« First, ‹ Prev, page numbers, Next ›, Last ») to move through your calls. The counter at the top right, for example 1–10 of 38, shows which calls you are viewing. Speech Assist remembers your rows-per-page choice.

If nothing matches, the list says so, for example “No calls match your search.” or “No calls on this page with open action items.”



The Call Transcript shows the conversation as text. During a call it fills in live as you and the customer speak. For past calls, select the call in Call History to load its saved transcript.



Figure 10: Call Transcript: Customer (left, purple) and Agent (right, light)





Figure 11: End of a transcript, with the “Call ended on” marker

When profanity filtering is enabled by your administrator, offensive words are automatically masked in the transcript with one asterisk per letter (for example, “****”). This applies to both live and saved transcripts.

When you open a past call, the transcript shows “Loading transcript…” for a moment. If it can’t be loaded (for example, because of a network issue), a message asks you to select the call again to retry.

Your organisation can define a list of non-compliant words: words or phrases that agents should not use with customers (for example, promises or wording that is not allowed in your industry).

1.     Your administrator maintains the list of non-compliant words centrally. Agents do not need to set anything up.

2.     During a call, Speech Assist checks the transcript for these words as the conversation happens.

3.     When a non-compliant word is detected, Speech Assist records it with the call and raises an event for your supervisor.

4.     Your supervisor can review the event, see the word highlighted in the saved transcript and listen to the related audio clip.



Non-compliant word detection is separate from the Compliance Breach indicator in Agent Sensei (section 10.5). Agent Sensei assesses the call as a whole, while non-compliant word detection looks for specific words from your organisation’s list.



When a call ends, Speech Assist reads the transcript and writes a summary in the Summary – Key Points panel. To see it, select Summary in the side tabs on the right edge of the window.



Figure 12: Summary – Key Points panel

•      While it’s being generated, the panel shows a progress bar with “Generating summary...” (or “Waiting to summarize...” if another call is being summarized first).

•      The summary normally appears within about 1–3 minutes of the end of the call. It doesn’t wait for the Agent Sensei analysis.

•      Until a summary exists, the panel says “No summary available yet.”

The INTENT chip at the top is a short category for the call, typically one to three words, for example “Insurance enquiry”, “Claim status” or “Address change”. Its purpose is to categorise the call for quick grouping and searching, not to describe it in detail; the details are in the key points below.

•      The intent is chosen from the list of intents configured by your organisation, and is shown spelled exactly as configured.

•      If the call can’t be matched to one of the configured intents, the intent is left blank. A blank intent is expected for calls that don’t fit any category.

•      The intent also appears in the Intent column of Call History. Sort by that column to group calls of the same type together, or type an intent in the search box to find all calls of that type.



Below the intent, a short bulleted list captures the most important points of the conversation: what the customer asked for and what you offered or committed to.

The ACTION POINTS section lists the follow-up tasks agreed during the call. When a deadline was mentioned, it is shown in brackets, for example “Send draft proposal of insurance (Due: Tomorrow)”. If the call had no follow-ups, the panel says “None identified.”

•      Tick the box next to an action point when you have completed it. The item is crossed out and saved immediately; you don’t need to press Edit.

•      Ticked items update the Action Items count in Call History (for example, from Open 3/3 to Open 2/3, then to Closed).

To edit a summary:

1.     Select the call in Call History and make sure its status is Completed.

2.     Click EDIT.

3.     Add new points with the “New point…” and “New action point…” boxes (press Enter after each), or remove points with ×.

4.     Click DONE. You’ll see “Saving summary…” and then “Summary saved”.

For long calls (roughly over 12–13 minutes of conversation), generating the summary on your PC takes longer. So that it doesn’t slow you down at an inconvenient moment, Speech Assist pauses and lets you choose when to start it:

•      The call shows Paused in Call History, with a ▶ Summarize button.

•      The summary panel shows “Summary paused – This is a long call, so its summary may take a few minutes to generate. Start it when you’re ready.” with a ▶ Generate summary button.

•      Click either button to start. The summary is generated in the background, and the call is then saved to the server as usual.



If something goes wrong, the panel shows “Summary not generated” with a ▶ Regenerate summary button. Click it to generate the summary again from the saved transcript; it runs in the background however long the call is. If a summary took too long on your PC and was stopped, the panel explains this and offers to generate it again.