Using Sidekick

Once your admin has set Sidekick up, you can generate transcripts and summaries of your call recordings.

What you can see depends on your role. You can always process your own calls. Supervisors can also process calls belonging to the teams they supervise, and admins can process anyone's.

The Recordings screen

Recordings has two tabs: Search and Processed.

Searching and processing calls

You can look for recordings by:

• The phone number of the other party.
• The start and end time of the call.
• The iPECS extension that handled the call. Unless you're an admin or supervisor, this is limited to your own extension.

Once you've found the call you want, click AI to generate both a transcript and a summary. For a transcript on its own, click the arrow next to AI and choose Transcribe only.

Viewing processed calls

The Processed tab lists every call you've already generated a summary or transcript for, and it takes the same search filters as the Search tab. Click View to read one.

Correcting participant names

Sidekick works out who's speaking from names used during the conversation, so it gets this wrong when nobody says a name. You can fix it by hand.

Hover over the name you want to change and an edit button appears.

You then choose whether to change that one section or every section attributed to the same speaker.

Leaderboard

Admins and supervisors get a Leaderboard tab in the sidebar, ranking users by the average sentiment score of their processed calls.

• It covers the last 30 days, and only includes users with more than 10 minutes of processed calls in that period.
• It shows the top 10 users.
• Scores run from 0 for the unhappiest calls to 100 for the happiest.
• Admins see everyone. Supervisors see the members of the teams they supervise.

Sentiment is only calculated for calls that have been processed, so the leaderboard reflects the calls people have chosen to run through Sidekick rather than every call they've made.