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9bx user guide

PBX & Call Center

Call insights and live assist

AI transcripts, summaries and sentiment for your calls, searchable in one place, and a live helper for agents during a call.

Contents

What it is for

After an answered, recorded call ends, 9bx can transcribe it, summarise it, judge the customer's mood and list action items. Call insights lets you search all of that.

Who can use it

  • Search: users with the Call insights permission.
  • Settings: users with the AI settings permission (administrators).
  • 9bx AI must be switched on for your workspace, or your own AI provider chosen in AI settings. If you see "The 9bx AI engine is not switched on for your workspace", ask your administrator.

A transcript is hidden if you may not listen to that call's recording ("Transcript hidden").

Where to find it

  • Phone → Call insights (search)
  • Settings → Settings → AI (settings)
  • The Insights tab on any call in Call history

Type words to search what was said on calls. Use "quotes" for an exact phrase, -word to leave a word out and or between alternatives. Filter by Any sentiment (Positive, Neutral, Negative, Mixed) and Any outcome (Resolved, Unresolved, Follow-up needed, Information, Other). Words are matched as written, so also try other forms of a word.

Insights on a single call

Part Meaning
Summary A short summary in the Summary language (Bangla or English).
Action items Next steps with a priority (Low to Urgent) and buttons Create ticket and Create task.
Transcript Speaker by speaker. Click a line to play from there.
Analyse now, Analyse again, Try again Run or repeat the analysis. It usually takes a minute or two.

The page always warns: names, numbers and amounts can be misheard, so check the recording before acting.

Why a call was not analysed

Reasons shown include: nobody talked, no recording, the call direction, queue or number is excluded in settings, too short or too long, no recording-consent announcement was played, no speech found, or this month's AI minutes are used up.

AI settings

Analyse calls switches analysis on. You can limit it by Calls (incoming, outgoing, internal), Queues and Numbers (empty means all), set minimum and maximum lengths, choose languages and require a recording-consent announcement (Settings → AI call analysis). Which AI runs it is chosen in AI settings.

Live assist

During a call, an assist panel can show a live Transcript, Suggestions (answers from the knowledge base, next steps, objection help, script lines; mark Helpful or Not helpful) and a Checklist, plus Customer mood. It warns "The customer sounds upset" or when a keyword is said. It only runs when enabled for your queue or team and uses AI minutes. It never changes your call; if it is slow, "Your call is not affected."

Tasks

Find every unhappy customer this week who asked about a refund

  1. Open Phone → Call insights.
  2. Type refund.
  3. Set Any sentiment to Negative.
  4. Open a result to read the summary and play the key moment.

Turn a call into a ticket

  1. Open the call, Insights tab.
  2. Under Action items, press Create ticket.

Example scenario

A subscriber of Padma Net Support says "no refund, I will cancel". The call is analysed with sentiment Negative and outcome Follow-up needed. The next morning the supervisor searches cancel, opens the summary and creates a retention ticket.

Tips

  • Turn analysis on for a few queues first to control AI minutes.
  • Play the audio before acting on amounts or phone numbers in a summary.

Troubleshooting

Problem Fix
"Not analysed yet" Wait a few minutes, or press Analyse now.
"This month's AI minutes are used up." Wait for next month or choose your own provider for Speech to text in AI settings.
"No recording consent announcement was played" Switch on the consent announcement on the inbound number. See Routes.
Live assist does not appear "Live assist is not enabled for your queue or team", or no speech engine is set up.