Additional features in AI Insights Recordings Page

Recorded MP3 audio file upload

Imagicle UCX Suite allows to automatically upload all recorded conversations to Voice Analytics web portal. If you have some recordings performed before purchasing AI Insights subscription, you still have the chance to manually upload these MP3 audio files, once exported from Imagicle UCX Suite’s Call Recording “Search & Play” web portal or gadget. Please consult Imagicle UCX Suite’s Call Recording User Guide for more details.

The button is available under the recording filters section. Once hit, below dialog pops-up: 

• FILE UPLOAD → Drag & drop your MP3 file in this area or click to open file system dialog to locate the file within your workstation. 

• SELECT LANGUAGE → Conversation language to be transcribed. You can manually choose language or let internal engine detect the correct one. 

• MAX NUMBER OF SPEAKERS → Number of call parties. You can manually select the number of parties or let internal engine detect the correct one.

When a new MP3 file is uploaded, Voice Analytics engine immediately starts the transcription and sentiment analysis, which might require few minutes, depending on call duration. 

Recording AI Insights subscription is based on overall amount of analyzed conversation minutes available to each user or company-wide. If the maximum amount of minutes has been reached, the application might refuse new recordings automatic/manual upload. This information is available on top header of each Call Recording web page. See below sample:

Recording Transcription and Sentiment Analysis

From AI Insights Recordings page, you can click on any available recording to access relevant audio transcription and sentiment analysis. See below screenshot sample:

Recording summary header

The following options are included:

• Keyword/sentence search → allows to search for specific text within selected recording;

• Recording date/time stamp;

• Call parties names/phone numbers, including overall sentiment split by local and remote party;

• Information and download buttons to display recording metadata and download data;

• Garbage bin to delete the recording.

Metadata details

• Recording technology → indicates the Calling Platform is use. This field determines the type and structure of the platform-specific IDs associated to each recording.

• Calling platform ID, → Displays the identifiers associated to each call, depending on the recording technology. It helps matching the recording between Voice Analytics and the native calling platform. If no data is available for a specific field, a dash (-) is displayed.

• File digest (SHA256) → Displays both audio and screen recording checksum values, to make sure nobody has modified their content. See below:

Depending on the recording technology, the available IDs are:

Download tab

To download audio, screen recording and recording transcription.

Transcript Panel

The AI engine embedded in AI Insights license profile can analyze the transcription content of the whole conversation or single sections, to detect the “mood” of involved call parties and rate it as negative, neutral or positive.

Transcript Header → Includes call parties names/phone numbers.

Conversion segments → Each leg includes involved call party, a time stamp, play audio button, voice transcription and sentiment analysis emoticon:

• Smile (positive) mood

• Neutral mood

• Sad (negative) mood

PII Redaction

Thanks to this AI-based feature, the administrator can configure how sensitive information are automatically detected and masked in transcriptions and recorded audio files.

Please bear in mind this feature must be first enabled and configured from Call Recording Settings page.

Redacted transcriptions

PII Redaction feature replaces sensitive data provided during the conversation with tokens. Each token can be associated to a specific data like credit card number, bank accounts, surnames and any other sensitive information to be kept hidden for privacy purposes.

The end result of such AI redaction is a transcription like below sample:

Redacted audio

When you playback recorded audio, you can hear silenced intervals while PII Redaction is applied. Same rules are included in MP3 files downloaded from Recordings page.

AI Agent Scoring

When reviewing a recording, supervisors can evaluate the performances of the agents by compiling, from the evaluation panel, any of the pending evaluation forms. This is already explained here.

With Recording AI Insights license profile, the administrator can enable the AI-assisted Agent Scoring feature from the Settings page.

Once done, each scorecard in the survey includes on top-right a button, allowing the supervisors to optionally answer to scorecard using AI, based on transcribed conversation content:

The supervisor can opts for AI-based scoring or can decide to view AI suggestions and amend the evaluation based on own experience and agent’s knowledge level.

If all AI-based evaluations are accepted by the supervisor and eventually submitted, they will be tagged as “Answered with AI”, like below sample:

Summary, Notes and Tags

This panel, available on left side, includes three different tabs:

Summary and Topics

If this feature is enabled from Call Recording Settings page, it automatically generates and displays an AI-based call summary of recorded conversation, based on its transcribed content.

At the same time, the feature extracts the main topics of the conversation and assign them to the recording, allowing supervisors to easily retrieve multiple conversations by topics search. See below sample:

Notes and Tags

These two tabs are explained in the Recordings Page article. Just bear in mind that manually added Tags and AI-based Topics are both searchable through respective filters included in “More Filters” button.

Last updated: July 21, 2026