Activating Voice QA

Voice QA in Zendesk QAhelps you review conversations efficiently without having to listen to the entire phone call recording.


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







Verified AI summary ◀▼
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.






Note: To learn about billing for voice, see Zendesk Talk billing FAQ. For Zendesk TPEs, see Call transcription charges to learn about the
additional costs for recording and transcribing phone calls from other systems.

Voice QA in Zendesk QA helps you review conversations
efficiently without having to listen to the entire phone call recording.
The system automatically generates a transcript for each recording, with speakers
clearly separated for easier review. Zendesk QA's auto scoring is also available for voice calls in five predefined
categories: greeting, closing, empathy, comprehension, and solution offered.
Call recordings must be imported into Zendesk QA before they can be analyzed. To do this, activate Voice QA with Zendesk Talk or Zendesk
Talk Partner Edition (TPE).
This article contains the following topics:

Activating Voice QA with Zendesk
Talk
Activating Voice QA with Zendesk Talk Partner Edition (TPE)



Activating Voice QA with Zendesk Talk

To activate Voice QA in Zendesk QA, you must enable Zendesk Talk by activating the voice channel.
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, select Transcribe and summarize call recordings for
Zendesk QA. 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.


Tip: 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.

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. Only phone lines with call recordings turned on can be selected. Lines without this
setting aren’t listed.

(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.


(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.

Click Save.




Activating Voice QA with Zendesk Talk Partner Edition (TPE)

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).
TPE currently offers the following pre-built telephony integrations that plug directly into
Zendesk QA:

Genesys
Talkdesk
Aircall
Five9

Alternatively, you can use the Zendesk Talk Partner Edition API to connect your own
integrations.
To turn on one of these integrations for a 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.


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