Areas of configuration

Customizable summarization

■

Select pre-built prompts by vertical from Voca CIC’s prompt library (healthcare, financial services, retail, telecom, insurance, travel, government, utilities, education, and technology)

■

Create custom prompts for specific departments or desks (e.g., one prompt for IT and another for Sales)

■

Specify keywords, topics or trends to surface (e.g., competitor names, ad campaign reference, etc.)

■

Enable an optional field for agents to add manual notes

Customizable wrap-up

■

Set time limits for agent wrap-up periods

■

Allow agents to extend wrap-up time, if needed

■

Enable or disable manual note entry

■

Control which outputs agents can view or edit

■

Define which outputs are sent to the CRM

■

Map each output field to the desired CRM

Recording profiles

■

Define what to record: queue calls, non-queue inbound, and non-queue outbound

■

Specify the language used for AI summaries

■

Allow or restrict agent control for pausing/resuming recording

Storage

■

Choose between Voca’s 12-month included storage or BYO Azure Blob Storage options