What this does
Shows you what was said on a call as text, plus a short AI-written summary of it — so you can check a conversation without listening back to the recording. The transcript itself is made by your Bluehubcloud PBX when the call ends; Business Insights reads it from there and writes the summary.
What you’ll need
- A Business Insights login.
- The call needs a transcript from your Bluehubcloud PBX: it must have been recorded, and long enough to be worth transcribing.
Steps
- Choose Transcriptions from the top menu. Only calls that have a transcript are listed here, newest first, showing the two parties and the time.
- To find a conversation, type into the search box — it searches the words of the transcripts as well as numbers and call IDs, so you can look for a topic, a product name or a phrase.
- To narrow the list, click Filter and set the Direction, Status or a date range.
- Click a call to open it in place. You’ll see:
- Overview — the call’s direction, time, length and status.
- AI Summary — a few sentences covering what the caller wanted and how it was left.
- Transcript — the full text of the conversation.
- Click another call to switch, or clear the search to see the whole list again.
What you should see
The summary reads like a note a colleague might leave after a call; the transcript is the full conversation as text. Between them you can answer “what was that call about?” in under a minute.
Troubleshooting
- A call isn’t in the Transcriptions list. It has no transcript. Very short calls, internal calls between extensions, and calls without a usable recording aren’t transcribed by your phone system, so there is nothing for Business Insights to read. Find the call under Calls instead (see How do I find a call in Business Insights?) — its details page will say Not available.
- The transcript is there but the summary says “Pending”. The summary is written after the transcript; check again shortly. If it stays pending past a day, contact us.
- Some words are wrong in the transcript. Transcripts are machine-generated. Names, product codes and numbers read out quickly are the usual casualties; the summary is usually right even when a word or two isn’t.
- I want to hear the call. Business Insights shows text only. Call recordings live on your Bluehubcloud PBX — see How do I use the Online Self Care portal? for finding them in Online Self Care, or ask your administrator.