Contivio’s AI features enable administrators & supervisors to evaluate call interactions quickly and at scale using AI-generated summaries, insights, sentiment ratings, and more.
Prerequisites
To access AI results, the following requirements must be met:
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You must have access to the Contivio Admin Portal.
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Your organization must provide its own AI account, including a valid API key with sufficient credits.
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Supported AI provider options include:
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ChatGPT 4o
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ChatGPT 4o-mini (recommended for its balance of cost and performance)
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Oracle/NetSuite AI
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Google Gemini
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Once an AI account is connected, an AI Profile must be created and applied at one of the following levels:
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Global
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Call Center
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Queue
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If you are unsure whether these requirements have been met, consult with your system administrator or Contivio support.
Step 1: Navigate to the Contact Center Search
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From the Admin Portal, locate the left-hand navigation panel.
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Click the initials of your Call Center.
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Select Analytics & Reports, then click on Contact Center Search.
Step 2: Perform a Search
You can use filters to refine your search (e.g., by agent, date range, or queue), or simply click Done in the bottom-right corner to load all results.
Step 3: Locate the AI Results Column
Once results are displayed:
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Scroll horizontally until you find the AI column.
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Click the View link next to the call whose results you’d like to review.
Step 4: Review AI Results
Clicking the View link will open a detailed AI panel, containing multiple tabs with the following sections:
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Call Summary – Brief overview of the interaction
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Insights – Detected behaviors and key topics
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Customer Satisfaction – Sentiment analysis and satisfaction indicators
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Proposed Disposition – Recommended call outcome
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Positives & Negatives – Highlights of effective or problematic elements
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Follow-On Actions – Suggested next steps
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Scorecard – Structured performance evaluation
Use the tab interface to switch between views and drill into the data.
Troubleshooting & Notes
If you do not see the AI column or the View link in your results:
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Confirm that your user role includes Admin Portal access.
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Verify that an AI Profile has been applied at the global, call center, or queue level.
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Ensure that the AI account API key provided:
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Has available credit
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Matches the model selected in the AI profile (e.g., GPT-4o-mini, Gemini)
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Incorrect model selection or an expired/inactive key will prevent AI data from populating.
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AI results are only available for calls processed after the AI feature has been enabled.
Need Help?
If you're unsure how to configure your AI account, build an AI profile, or troubleshoot access, please contact Contivio Support or your Account Manager for further assistance.