Call transcription 

In today's business world, calls are a very efficient way to communicate with your clients, partners, vendors, and potential clients. With the help of the call transcription feature—currently powered by Google's API—you can transcribe your recorded calls in the form of a conversational text document.

• Maximum number of minutes to spend per month
  
• Which users to transcribe calls for
  
• Enable transcription for incoming or outgoing calls, or both
  
• Maximum duration of a call for which transcription should occur
  

Call intelligence 

• Call sentiment
  Zia's sentiment analysis categorizes the call activity as positive, negative, or neutral.
• Call intent
  Zia analyzes call conversations and highlights the customer's intent.
• Call emotion
  Zia monitors call conversations and highlights the emotions of the incoming and outgoing call activities. It can capture the following customer emotions: happiness, enthusiasm, discontentment, frustration, gratitude, trust, confusion, or neutral.
• Call summary
  View a summary of Zia's detailed intelligence analysis for calls. 

• The closed activities section of the record details page
  
  
• In the call intelligence section on an individual call's detail page in the Calls module
  
  

Points to remember 

• As prerequisites for enabling call transcription in your organization, you need to have access to a telephony provider and have call recording enabled in your organization.
  
• Call transcriptions will only be available for upcoming calls. Calls made or received prior to enabling the feature will not be transcribed.
  
• The Call Intelligence tab will only be available once call transcription is set up.
  
• The maximum number of minutes an organization can transcribe per month is limited to 18,000 minutes or 300 hours.
  
• Only the English language is supported.
  
• When an admin disables call intelligence, the data processing will stop, but fields will remain populated with previously processed data. For new records, the call intelligence field data will be empty.