Getting started with Krisp AI Speech Analytics as an Admin

This article covers how to enable Krisp AI Speech Analytics for your team and what to expect once it is active.

Before you begin

Speech Analytics is enabled at the plan and team level. To activate it, contact your Account Executive or reach out to sales@krisp.ai.

If your team already uses Krisp for Noise Cancellation, Accent Conversion, or Voice Translation, enabling Speech Analytics does not require a new installation. Features become available immediately once the plan and team are enabled.

How to get started

1. Contact your Account Executive to enable Speech Analytics for your plan and team.
2. Work with the Krisp team to define your scoring criteria, compliance rules, and QA Scorecard structure, aligned to your QA rubric and governance requirements.
3. Start reviewing results in the Admin Portal. Calls where both Krisp Microphone and Krisp Speaker were active are analyzed automatically from the moment the feature is enabled.

What is active by default

When Speech Analytics is enabled for your team, the following are configured automatically:

• Call metrics: A default set of five performance metrics is applied to all calls, covering call opening, active listening, tone and professionalism, problem solving, and call closing. Admins can add additional metrics from a built-in library directly in the Admin Portal. Full custom metrics require coordination with the Krisp team. For a full list of available metrics, see Krisp AI Speech Analytics: Call Metrics.
• Call summary: A structured post-call summary is generated automatically after every call where both Krisp Microphone and Krisp Speaker were active. Admins can add or remove sections from the template directly in the Admin Portal. For details on what each summary section captures, see Krisp AI Speech Analytics: Call Summary.
• Compliance rules: A set of six compliance rules is active by default. Admins can toggle individual rules on or off from the Admin Portal without contacting Krisp. For details on each rule, see Krisp AI Speech Analytics: Compliance Monitoring.

Admin Portal settings

The following settings can be managed directly in the Admin Portal without contacting Krisp.

Speech Analytics settings

1. Metrics: Add metrics from the built-in library or adjust which metrics are active for your team. To add or remove metrics:
   • Go to Products >>> Speech Analytics >>> Manage metrics
   • Select a metric from the library to add it, or toggle an active metric off to remove it.
2. Summary template: Add or remove summary sections to match your team's documentation requirements. To manage the summary template:
   • Go to Products >>> Speech Analytics >>> Manage summary template
   • Add or remove sections as needed.
3. Compliance rules: Enable or disable individual compliance rules to match your team's operational scope. For example, if your operation does not process payments, you can disable the payment-related rule to reduce false alerts. To manage compliance rules:
   • Go to Products >>> Speech Analytics >>> Manage rules
   • Toggle individual rules on or off as needed.
4. Call disposition detection: Have Krisp detect and assign a disposition to each analyzed call. The dispositions list is hierarchical and supports up to four nested levels per disposition, so you can build categories and sub-categories that match how your team classifies calls. To manage dispositions:
   • Go to Products >>> Speech Analytics >>> Manage dispositions list
   • Add, edit, or remove dispositions, and nest sub-levels up to four levels deep as needed.

Call content settings

Call content settings cover data retention, PII redaction, calling-app tracking with Bridge, and concurrent-call handling. These are managed under Team Settings >>> Call Content >>> Content Management. For how each control works and how to configure it, see Manage call data and content for your team.

Settings managed by the Krisp team

The following is configured by the Krisp team rather than in the Admin Portal. To enable or adjust it for your team, contact your Account Executive or the Customer Engineering team at support@krisp.ai.

Using your Knowledge sources in call analysis

Krisp can use the Knowledge sources connected for your team as an additional reference when generating and evaluating your team's call data. When a call relates to information in your connected sources, Krisp draws on that context so the results reflect your team's own material, not only the default configuration.

Knowledge sources are connected through Knowledge Chat, which is part of Agent Assist. To use this, your team needs Agent Assist enabled with Knowledge sources connected. For setup, see Getting started with Krisp Knowledge Chat as an Admin.

If no relevant source is found for a call, Krisp uses the metrics, summary template, and other configuration set up for your team, exactly as it would without connected sources. Your configured setup is always the baseline, and connected sources only add to it when they are relevant to the call.