Activating Voice QA

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<p id="docs-hc-snippet" style="display: none;">Voice QA in Zendesk QAhelps you review conversations efficiently without having to listen to the entire phone call recording.</p>
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<strong>Add-on</strong>
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<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Activate Voice QA to review call conversations without listening to entire recordings. It auto-generates transcripts, separates speakers, and provides QA scores in categories like greeting and empathy. Import call recordings via Talk or Partner Edition to analyze them. You can redact sensitive information and boost keyword accuracy for better transcriptions. Connect with pre-built integrations or use the API for custom setups.</p>
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<div class="note note">
<span class="notetitle">Note:</span> To learn about billing for voice, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843695130" target="_blank">Zendesk Talk billing FAQ</a>. If you use Zendesk Talk Partner Edition,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846483482#h_01J56FNYT9C83VJWPR43BB3SDZ" target="_blank">Call transcription charges</a> to learn about the
additional costs for recording and transcribing phone calls from other systems.</div>
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<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759312154" target="_blank">Voice QA in Zendesk QA</a> helps you review conversations
efficiently without having to listen to the entire phone call recording. </p>
<p class="p" dir="ltr">The system automatically generates a transcript for each recording, with speakers
clearly separated for easier review. Zendesk QA's <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354" target="_blank">auto scoring</a> is also available for voice calls in five predefined
categories: greeting, closing, empathy, comprehension, and solution offered.</p>
<p class="p" dir="ltr">Call recordings must be imported into Zendesk QA before they can be <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8536308081178" target="_blank">analyzed</a>. To do this, activate Voice QA with Zendesk Talk or Zendesk
Talk Partner Edition (TPE). </p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_yn3_skj_rdc">
<li class="li" dir="ltr"><a class="xref" href="#about_voice_qa">Activating Voice QA with Zendesk
Talk</a></li>
<li class="li" dir="ltr"><a class="xref" href="#activate_voice_qa_via_talk_partner_edition">Activating Voice QA with Zendesk Talk Partner Edition (TPE)</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="about_voice_qa">
<h2 class="title topictitle2" id="ariaid-title2">Activating Voice QA with Zendesk Talk</h2>
<div class="body">
<p class="p" dir="ltr">To activate Voice QA in Zendesk QA, you must enable Zendesk Talk by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838035866" target="_blank">activating the voice channel</a>.</p>
<p class="p" dir="ltr"><strong class="ph b">To activate Voice QA with Zendesk Talk</strong></p>
<ol class="ol" id="about_voice_qa__ol_w43_yrv_qdc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="about_voice_qa__d8e981" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">On the <strong class="ph b">Settings</strong> tab, select <strong class="ph b">Transcribe and summarize call recordings for
Zendesk QA</strong>. <p class="p">When selected, 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. </p>
<p class="p"><img class="image" id="about_voice_qa__image_c4r_3v2_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_transcribe_calls.png" width="500"></p>
<div class="note tip">
<span class="tiptitle">Tip:</span> If you want your call
transcripts and summaries to appear in Support tickets, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6170157307162" target="_blank">Using generative AI to create call summaries and transcripts on
tickets</a>.</div>
</li>
<li class="li">Under <strong class="ph b">Select lines</strong>, 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. <p class="p">Only phone lines with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831738266" target="_blank">call recordings</a> turned on can be selected. Lines without this
setting aren’t listed.</p>
</li>
<li class="li">(Optional) If you have the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6561144266906" target="_blank">Advanced Data Privacy and Protection add-on</a>, you
can configure the following redaction options:<ul class="ul" id="about_voice_qa__ul_jzc_21m_d2c">
<li class="li">
<strong class="ph b">Redact personally identifiable information (PII) from transcriptions:</strong>
Automatically redact PII data, such as names, locations, and Social Security numbers
from all call recording transcriptions.</li>
<li class="li">
<strong class="ph b">Redact payment card industry (PCI) data from transcriptions:</strong> Ensure that
sensitive credit card information, including credit card number, expiration date, and
CVV is redacted from call recording transcriptions.</li>
</ul>
<div class="p" dir="ltr">
<div class="note important">
<span class="importanttitle">Important:</span> PII and PCI data is not redacted from call recording audio files.
You need to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828042010" target="_blank">delete call recording files</a> separately to
ensure PII and PCI data is not accessible to Zendesk users using the audio player in
tickets.</div>
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</li>
<li class="li">(Optional) If you want to help the transcription service focus on certain words to
improve accuracy, select <strong class="ph b">Boost keywords in transcriptions</strong> and enter individual key
words (not phrases or strings of numbers) separated by a comma.<p class="p">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.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="activate_voice_qa_via_talk_partner_edition">
<h2 class="title topictitle2" id="ariaid-title3">Activating Voice QA with Zendesk Talk Partner Edition (TPE)</h2>
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<p class="p">If you’re using a call center solution other than Zendesk Talk, you can connect it to Voice
QA with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408819751194" target="_blank">Zendesk Talk Partner Edition (TPE)</a>.</p>
<p class="p">TPE currently offers the following pre-built telephony integrations that plug directly into
Zendesk QA:</p>
<ul class="ul">
<li class="li">Genesys</li>
<li class="li">Talkdesk</li>
<li class="li">Aircall</li>
<li class="li">Five9 </li>
</ul>
<p class="p">Alternatively, use the <a class="xref" href="https://developer.zendesk.com/documentation/voice/talk-partner-edition/integrating-telephony-systems-with-talk-partner-edition/" target="_blank">Zendesk Talk Partner Edition API</a> to connect your own
integrations. Your telephony system can use the ticket <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/tickets/ticket-attachments/" target="_blank">Attachments API</a> to store call recordings, ensuring
full compatibility with Voice QA. See <a class="xref" href="https://developer.zendesk.com/documentation/voice/talk-partner-edition/storing-a-call-recording/" target="_blank">Integrating with Voice QA</a>.</p>
<div class="note note">
<span class="notetitle">Note:</span> Call transcriptions are charged at USD$0.01 per minute for pre-recorded audio.
Transcription charges are deducted from an account's Talk credit balance. To enable one of
these integrations, contact your Zendesk Account Executive or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Support</a>.</div>
<p class="p" dir="ltr">After phone call recordings are imported, you can access them on your
Conversations page. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8536308081178" target="_blank">Analyzing phone calls and transcripts in Voice QA</a>.</p>
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