CloudieAI Call Recording Transcription Intelligence

This article provides comprehensive documentation for enabling and using CloudieAI features including call transcription, sentiment analysis, automatic summaries, and topic tagging.

• Access to Manager Portal

CloudieAI is an advanced speech intelligence platform that transforms your call recordings into actionable insights. By leveraging state-of-the-art speech recognition and natural language processing, CloudieAI automatically transcribes calls, analyzes sentiment, generates summaries, and identifies key topics—all within minutes of a call ending.

Key Capabilities

• Speech-to-Text Transcription: Accurate conversion of recorded calls into searchable, speaker-separated text
• Sentiment Analysis: Real-time mood tracking that identifies positive, neutral, and negative utterances throughout the conversation
• Automatic Summarization: AI-generated concise summaries that capture the essence of each call
• Topic Detection: Intelligent keyword tagging for easy categorization and search
• Multi-Language Support: Automatic language detection with support for multiple languages (sentiment analysis currently English-only)

CloudieAI offers two feature configuration options to match your needs:

Transcription Only

This configuration provides accurate speech-to-text conversion with speaker separation and searchable transcripts. Ideal for organizations that need basic call documentation and compliance recording.

Features Included

• Accurate speech-to-text transcription
• Speaker-separated transcript viewer
• Searchable text (by speaker)
• Audio playback synchronized with transcript
• One-click transcript export
• Automatic language detection

Transcription with Sentiment Analysis (Voice Intelligence)

This configuration includes everything in Transcription Only, plus advanced analytics to understand customer sentiment, conversation flow, and key discussion points.

Additional Features

• Real-time sentiment scoring (positive, neutral, negative)
• Color-coded sentiment timeline
• Sentiment totals and percentages
• Closing sentiment indicator
• Automatic call summary
• Topic tagging and categorization
• Sentiment column in transcript export
• Sentiment, Topics, and Closing Sentiment columns in Call History

Billable Feature

This is a billable feature only to be enabled by White Label partners or the Client Success Team.

CloudieAI is enabled through the same dropdown used for call recording configuration. When you select a CloudieAI option, both call recording and CloudieAI transcription features are activated together. This can be configured at three levels:

• Domain level (White Label Partners only)
• User level (individual extensions)
• Call Queue level (queue-specific recording)

Note: This option is for White Label Partners only. Channel Partners and direct clients will need to contact support.

1. 1
   Log in to the Manager Portal
2. 2
   Navigate to Domains
3. 3
   Select the domain to configure, or create a new domain
4. 4
   Locate the Record Calls dropdown
5. 5
   Select one of the following options:

   1. 1
      Yes w/ transcription - Enables transcription only
   2. 2
      Yes w/ transcription and sentiment analysis - Enables full Voice Intelligence
6. 6
   Click Save

To enable CloudieAI transcription for specific users:

1. 1
   Log in to the Portal with a user scope of Office Manager or above
2. 2
   Click User from the top navigation menu
3. 3
   Select the user who needs call recording transcription
4. 4
   Click on the user's Profile tab and scroll down to Record User's Calls
5. 5
   Select one of the following options:

   1. 1
      Yes - Recording only, no transcription
   2. 2
      Yes w/ transcription - Recording with transcription
   3. 3
      Yes w/ transcription and sentiment analysis - Full Voice Intelligence (available only if sentiment analysis has been enabled)
   4. 4
      No - Disable call recording
6. 6
   Click Save at the bottom of the screen to save the changes

Important: The "Yes w/ transcription and sentiment analysis" option is only available if sentiment analysis has been enabled for your account.

1. 1
   Log in to the Manager Portal
2. 2
   Navigate to Call Queues
3. 3
   Select the Call Queue to configure
4. 4
   Locate the Record Calls dropdown
5. 5
   Select the desired transcription option (same options as user-level configuration)
6. 6
   Click Save

Note: Call Queues will only transcribe calls within the queue. If a call in a queue is transferred to another extension or call park, the portion of the call after the transfer will only be transcribed if the destination user has transcription enabled.

Accessing Call History

Call recording transcriptions reside in the Portal under Call History.

1. 1
   Log in to the Manager Portal
2. 2
   Click the Call History icon from the top navigation menu
3. 3
   The Call History page displays all recorded calls

Important: Call recording and transcription services must be configured (including enabled for the user) before a call will show transcription on this page.

Call History Columns

When CloudieAI is enabled, additional columns appear in the Call History view. To see these columns, click the Columns dropdown and select the appropriate options:

• Sentiment: Displays sentiment percentages (e.g., "0%" negative, "3%" neutral, "97%" positive)
• Closing Sentiment: Shows the final sentiment of the conversation (Positive, Neutral, or Negative)
• Topics: Displays automatically detected topic tags for easy filtering and search

Don't forget to check the appropriate columns for Sentiment Analysis, Topics, and Closing Sentiment if purchased. The Summary option is available within the transcript itself.

Opening a Transcript

To view a call transcript, click on any call entry in Call History. The transcript viewer will open with the following elements:

Transcription Only Mode

When only transcription services are enabled (sentiment analysis not configured), the transcript viewer displays:

• Audio Progress Bar: Shows playback progress with color-coded segments for each speaker
• Search Function: Search within the transcript text by speaker
• Speakers Panel: Lists all speakers identified in the call, with color-coding for easy identification
• Transcript Text: Full conversation with speaker labels and timestamps
• Timestamp Navigation: Click any timestamp to jump to that point in the audio
• Download Transcript Button: Export the transcript as a spreadsheet
• Close Button: Return to Call History

Transcription with Sentiment Analysis Mode

When transcription AND sentiment analysis are enabled, the transcript viewer includes all features from Transcription Only mode, plus:

• Color-Coded Sentiment Timeline: The audio progress bar displays sentiment using colors:
  • Blue: Positive sentiment
  • Yellow/Orange: Neutral sentiment
  • Pink/Magenta: Negative sentiment
• Sentiments Panel: Displays sentiment filter buttons with totals:
  • Positive (count)
  • Neutral (count)
  • Negative (count)
• Summary Tab: AI-generated concise summary of the call
• Topics Tab: Automatically detected topic tags based on conversation content
• Inline Sentiment Indicators: Each utterance in the transcript is color-coded to match its sentiment

The sentiment data attempts to quantify overall mood from the text itself by using colors to illustrate the various segments. Both the audio progress bar and text are separated into the color of the corresponding sentiment. As the sentiment analysis is only analyzing text, it cannot detect audio tone or context and therefore will miss inflections. For example, it cannot pick up on people speaking sarcastically.

CloudieAI allows you to export transcripts for record-keeping, analysis, or integration with other systems.

Export Options

Click the Download Transcript button at the bottom of the transcript viewer. The download will be in spreadsheet format with the following columns:

Transcription Only

• Speaker
• Comment (transcript text)
• Start Time (HH:MM:SS)
• End Time (HH:MM:SS)

Transcription with Sentiment Analysis

• Speaker
• Sentiment (Positive, Neutral, or Negative)
• Comment (transcript text)
• Start Time (HH:MM:SS)
• End Time (HH:MM:SS)

Each row reflects a new part of the conversation, just like in the visual display.

Processing Time

Transcripts and analysis typically appear within a couple of minutes after a call ends. Processing time depends on:

• Call duration (longer calls take more time to process)
• Audio quality
• System load

Language Support

• Transcription: Supports multiple languages with automatic detection
• Sentiment Analysis, Summary, and Topics: Currently support English audio only

Multi-Engine Architecture

CloudieAI uses a multi-engine architecture that routes audio through several leading speech and sentiment engines. This approach provides:

• Best-in-class accuracy across different audio conditions
• Automatic fallback if one engine is unavailable
• Continuous improvement as engines are updated

• Review sentiment trends: Use sentiment analysis to identify training opportunities and celebrate positive interactions
• Leverage topic tags: Use topics for quick filtering when searching for specific conversation types
• Export for analysis: Download transcripts regularly for deeper analysis or compliance record-keeping
• Consider privacy: Inform callers about recording and transcription in accordance with local regulations

Transcription Not Appearing

If transcripts are not appearing for recorded calls:

• Verify that call recording is enabled for the user/queue/domain
• Allow 2-5 minutes for processing after the call ends
• Check the Columns dropdown in Call History to ensure the columns noted above are enabled

Sentiment Analysis Not Available

• Confirm that sentiment analysis has been enabled for your account
• Ensure the user's profile is set to “Yes w/ transcription and sentiment analysis”
• Verify the call was conducted in English (sentiment only supports English)
• Check the Columns dropdown in Call History to ensure Sentiment columns are enabled

Poor Transcription Accuracy

• Check audio quality - background noise significantly impacts accuracy
• Verify network quality - jitter and packet loss can degrade recordings
• Consider speaker clarity - strong accents or rapid speech may reduce accuracy

For additional assistance with CloudieAI please contact support@oit.co