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.

Call content settings

1. Data retention: Configure how long call transcripts, recordings, and scores are stored. Retention periods for content and scores can be set independently. For example, you can delete transcripts after a set number of days while retaining scores for longer. Both default to Never. To configure data retention:
   • Go to Team Settings >>> Call Content >>> Content Management
   • Set the retention period for content, scores, or both.

2. PII Redaction: Controls whether personal information is redacted from transcripts before cloud processing. The Admin Portal reflects the active setting. To manage this setting:

   • Go to Team Settings >>> Call Content >>> Content Management
   • Adjust the PII Redaction toggle.

   Depending on your selection:

   • On: Pieces of personal information appear as placeholders in transcripts and summaries viewed in the Admin Portal.
   • Off: Actual values are visible in the Admin Portal as captured in the call transcript.