Using Sidekick

    Once Sidekick has been configured by your admin user, you'll be able to generate AI-powered transcriptions and summaries of your call recordings.

    An individual can view and process their own calls, a supervisor can view and process their team’s calls and an admin can view and process everyone’s calls.

    Recordings screen

    The Recordings screen is divided into two tabs: Search and Processed.

    Searching and processing calls

    You can search for call recordings by:

    • Phone number of the other party.
    • Start and end time of the call.
    • The iPECS extension of the user handling the call (you can only see recordings for your own extension unless you're an admin or supervisor).

    Once you've found a call you want to process, click the AI button to generate a transcription and summary of the call. If you just want to generate a transcription without a summary, click the arrow next to the AI button and select Transcribe only.

    Sidekick Recordings screen

    Viewing processed calls

    The Processed tab shows all the calls for which you've generated a summary and/or transcription.

    You can search processed calls using the same filters available on the "Search" screen.

    Click the View button to view the transcription and/or summary.

    Sidekick summary

    Leaderboard

    Admins and supervisors can access the Leaderboard tab in the sidebar.

    Users with a minimum of 10 minutes of processed calls in the last 30 days will be listed on the leaderboard with their average call sentiment scores. Scores go from 0 (unhappiest) to 100 (happiest).

    Admins can view scores for all users, while supervisors can see scores for the members of their supervised teams.

    Previous
    Managing Sidekick