Enable user transcription, review NOVA summaries and sentiment, configure alerts, and find performance dashboards.
Overview
NOVA is an optional add-on that helps you review calls through transcription, summaries, and sentiment analysis. Availability depends on the users and features enabled for your account.
Enable Users and Default Transcription
- Open NOVA > Transcription Settings from the left menu.
- Toggle the users who should use NOVA to Active.
- Enable Transcribe by Default if their calls should be transcribed automatically.
When default transcription is off, users with the appropriate permissions can enable it manually during a live call.
PII Redaction
Review the PII Redaction options below the user settings to configure removal of supported sensitive information, such as account numbers, Social Security numbers, and credit card data, from transcripts.
Find a Transcript and Summary
- Open Call History in the expanded Switchboard or find the call in Reports.
- Look for the T icon. Blue means the transcript is ready, and orange means processing is still underway.
- Open the call to read the transcript and summary, listen to the recording, and review the sentiment timeline.
Sentiment Alerts
Open NOVA > Sentiment Alerts and select Create Alert. Choose the recipients, monitored users, minimum call duration, sentiment conditions, and delivery options. Alerts appear after qualifying calls finish processing. The robot icon in the top bar opens recent alerts. See NOVA Sentiment Alerts.
Reports and Performance Dashboards
Use Reports > Automated Reports for scheduled sentiment reporting. Open NOVA > Group Performance or NOVA > User Performance to review activity and sentiment by team or user. See NOVA Performance Dashboards.
CRM Integrations
AI information can sync through supported CRM integrations when NOVA and the relevant integration triggers are enabled. Check your specific integration guide for supported fields and setup.
Troubleshooting
No transcript: Confirm the user is Active in Transcription Settings and that automatic or manual transcription was enabled for the call.
Orange T icon: The call is still processing. Check again when processing completes.
User cannot change transcription: Review the user's Roles and Permissions.
Need More Help?
Email help@lightspeedvoice.com or call 941-564-3010.
