---
schema_version: "1"
id: c844a33416ed837ae47239ca400b86f22c6abccccd82eb8c44a45f6ca9608239
title: Analyze Call Recordings for Insights
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_conversation_insights_intro.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_conversation_insights_intro.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0fb9057d50ca039aa5ccb400f8a088dce10f7f3976822b8976c9e089244f3a7f
description: Give supervisors the data they need to coach reps on interactions with customers. Einstein Conversation Insights identifies key moments in conversation recordings to provide insight into call structure, rep talk/listen ratios, how and when customized keywords like product names are mentioned, and more.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Analyze Call Recordings for Insights

Give supervisors the data they need to coach reps on interactions with customers. Einstein Conversation Insights identifies key moments in conversation recordings to provide insight into call structure, rep talk/listen ratios, how and when customized keywords like product names are mentioned, and more.

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

## Start Using Einstein Conversation Insights

1. From Setup, in the Quick Find box, enter Einstein Conversation Insights, and select **General Settings** under Einstein Conversation Insights.
2. Turn on the feature. Conversation Insights Readiness can take some time to switch to Ready to use. Continue with the next steps in the meantime.
3. Connect a recording provider. Amazon Connect can be connected if Salesforce Voice with Amazon Connect is enabled, and Sales Dialer can be connected if Sales Dialer is enabled. You can disable or update your chosen recording provider at any time.
4. Click **Add Assignments** to give users—typically, managers or supervisors—access to the Conversation Insights dashboard and daily insight summary emails.

## Choose Insights to Focus On

Let Conversation Insights know which keywords to look for in call recordings. When a call participant utters a keyword, it’s flagged so reviewers can quickly jump to its location in the recording. If you’re focusing on service calls, customize your keywords to understand, among other things:

- How reps describe your products
- What questions customers ask about your products
- Which competitors come up in conversations, and how often
- How reps talk about common customer issues
- Which factors contribute to a successful support call

1. On the same General Settings page in Setup, click **Set Up** to set up your call insights. Or, in the Quick Find box, enter Call Insights and select **Call Insights**.
2. Einstein Conversation Insights comes with two out-of-the-box keyword categories, or insights: one for identifying product mentions, and one for competitor mentions. Click **Product Mentioned** to customize it.
    
    - Add up to 25 products that are likely to come up in support calls.
    - Under Category, choose the category of calls to scan for the keywords: sales, service, or both.
    - Optionally, specify which side of conversation to analyze (Said By).
    - Activate and save the insight. When Einstein Conversation Insights processes call recordings, it looks only for keywords from active insights.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)
    
    Note Salesforce also provides several automatic service insights that can’t be customized, such as Escalation, Payments, and Attrition Mentioned. You can view them on the Automatic tab of the Call Insights page.
3. Click the **Competitor Mentioned** insight and repeat the previous step, listing any competitor names that can arise in calls.
4. Optionally, click **New Custom Insight** to define more insights. For each custom insight, add keywords, choose one or more categories, and optionally, select a speaker. Then, activate and save it.
    
    ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png)
    
    Tip Custom insights are a great way to tailor Conversation Insights’ analysis to your business priorities and terminology. For example, use custom insights to identify calls in which callers mention issues related to delivery, billing, or compliance.

![Custom insight settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_custom_insight_example.png)

## View Einstein Conversation Insights Data

After you set up your insights, start reviewing call trends and daily stats related to those insights.

- **View individual call data:** Use the call audio player on the Voice Call record page to analyze conversations and review call specifics such as keyword mentions, speaker tracks, participants, and duration.
- **View team-wide data:** Visit the Conversation Insights dashboard for a summary of your team’s calls. In the Service or Sales Console, click the Conversation Insights tab to view the dashboard. If a [role hierarchy](https://help.salesforce.com/articleView?id=platform.security_controlling_access_using_hierarchies.htm&type=5&language=en_US) is set up, Conversation Insights users also receive daily emails with call stats. In the Service Console, the dashboard shows only voice calls made by users with the Conversation Insights for Service permission set.

For more tips on viewing and acting on insights data, see [Einstein Conversation Insights](https://help.salesforce.com/articleView?id=sales.call_coaching.htm&type=5&language=en_US).

- **[Compare Einstein Conversation Insights for Sales and Service](https://help.salesforce.com/s/articleView?id=service.voice_conversation_insights_intro.htm&release=264.0.0&type=5)**  
    If you have Einstein Conversation Insights for Service, you also have Einstein Conversation Insights for Sales. Here’s a summary of the two features.

## Compare Einstein Conversation Insights for Sales and Service

If you have Einstein Conversation Insights for Service, you also have Einstein Conversation Insights for Sales. Here’s a summary of the two features.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:33.33333333333333%">
            <col style="width:33.33333333333333%">
            <col style="width:33.33333333333333%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d163048e256">Topic</th>
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d163048e259">Sales</th>
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d163048e262">Service</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="Topic" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e256 ">How do users access it?</td>

              <td data-label="Sales" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e259 ">Conversation Insights for Sales permission set OR Sales Engagement Conversation Insights permission
                set OR Einstein Conversation Insights Included permission set</td>

              <td data-label="Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e262 ">Conversation Insights for Service permission set</td>

            </tr>
            <tr class="">
              <td data-label="Topic" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e256 ">What does user access provide?</td>

              <td data-label="Sales" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e259 ">
                <ul>
                  <li>Access to the Conversation Insights dashboard in the Sales Console</li>

                  <li>Daily emails summarizing the team’s call insights</li>

                  <li>Insight data in the audio player on call records</li>

                </ul>
              </td>

              <td data-label="Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e262 ">
                <ul>
                  <li>Access to the Conversation Insights dashboard in the Service Console</li>

                  <li>Daily emails summarizing the contact center’s call insights</li>

                  <li>Insight data in the audio player on call records</li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td data-label="Topic" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e256 ">Which recording providers can I use?</td>

              <td data-label="Sales" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e259 ">Sales Dialer, Aircall, Amazon Connect, Dialpad, RingCentral</td>

              <td data-label="Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e262 ">Sales Dialer or Salesforce Voice with Amazon Connect</td>

            </tr>
            <tr class="">
              <td data-label="Topic" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e256 ">Which out-of-the-box insights are provided?</td>

              <td data-label="Sales" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e259 ">
                <p>Standard insights:</p>
                <ul>
                  <li>Competitor Mentioned</li>

                  <li>Product Mentioned</li>

                </ul>
                <p>Automatic insights (no configuration needed):</p>
                <ul>
                  <li>Challenges</li>

                  <li>Next Steps</li>

                  <li>Pricing</li>

                  <li>Trending</li>

                  <li>Longest Agent Monologue</li>

                  <li>Longest Customer Story</li>

                </ul>
                <p style="margin-bottom:0;">Generative Conversation Insights</p>
              </td>

              <td data-label="Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e262 ">
                <p>Standard insights:</p>
                <ul>
                  <li>Competitor Mentioned</li>
                  <li>Product Mentioned</li>
                </ul>
                <p>Automatic insights (no configuration needed):</p>
                <ul>
                  <li>Attrition Mentioned</li>
                  <li>Escalation</li>
                  <li>Trending</li>
                  <li>Longest Agent Monologue</li>
                  <li>Longest Customer Story</li>
                  <li>Payments</li>
                </ul>
              </td>

            </tr>
            <tr class="">
              <td data-label="Topic" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e256 ">What are examples of custom insights I can create?</td>

              <td data-label="Sales" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e259 ">
                <p>Discounts</p>
                <p style="margin-bottom:0;">Promotions</p>
              </td>

              <td data-label="Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e262 ">Customer Issues</td>

            </tr>
            <tr class="">
              <td data-label="Topic" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e256 ">Which calls are analyzed for insights?</td>

              <td data-label="Sales" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e259 ">
                <p><em>Sales</em> call recordings are scanned for mentions of standard and custom
                  <em>sales</em> insights.
                </p>
                <p>A call is a sales call if the call owner has the Conversation
                  Insights for Sales, Sales Engagement Conversation Insights, or Einstein Conversation Insights Included
                  permission set. If they also have the Conversation Insights for Service permission set, it’s
                  still considered a sales call. All video calls are considered sales calls.</p>
                <p style="margin-bottom:0;">An insight
                  is a sales insight if <strong class="uicontrol">Sales</strong> is selected in the Category
                  field.</p>
              </td>

              <td data-label="Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d163048e262 ">
                <p><em>Service</em> call recordings are scanned for mentions of standard and custom
                  <em>service</em> insights.
                </p>
                <p>A call is a service call if the call owner has the Conversation
                  Insights for Service permission set.</p>
                <p style="margin-bottom:0;">An insight is a service insight if
                  <strong class="uicontrol">Service</strong> is selected in the Category field.
                </p>
              </td>

            </tr>
          </tbody>
        </table>

#### See Also

- [Analyze Call Recordings for Insights](https://help.salesforce.com/s/articleView?id=service.voice_conversation_insights_intro.htm&release=264.0.0&type=5 "Give supervisors the data they need to coach reps on interactions with customers. Einstein Conversation Insights identifies key moments in conversation recordings to provide insight into call structure, rep talk/listen ratios, how and when customized keywords like product names are mentioned, and more.")
- [Einstein Conversation Insights](https://help.salesforce.com/articleView?id=sales.call_coaching.htm&type=5&language=en_US)
- [Recording Providers](https://help.salesforce.com/articleView?id=sales.call_coaching_recording_providers.htm&type=5&language=en_US)