How Voice IntELIEgence works
A voice application is one saved configuration for one use-case. Every conversation, transcript, output and export job belongs to exactly one application, which takes conversations only once it is published.
What an application decides
Each row is a section of Settings inside the application:
| What it decides | Where you set it |
|---|---|
| Where conversations come from | Sources & Import — Manual upload, IntelieKonnect import |
| Which outputs get generated | Outputs & Grading — Summary, Action items, Topics & sentiment, Talk-time stats, Grade |
| What grading scores against | Outputs & Grading → Grading rubric, one criterion per row |
| Whether a human must approve | General settings → Require human review |
| How long audio and transcripts are kept | General settings → Retention · raw audio (days) and Retention · raw transcript (days) |
| Whether transcripts also feed a knowledge base | KB & Chat |
How a conversation flows
A conversation starts when someone selects Upload conversation — it sits in the application's header bar, so it is reachable from every section — or when an import connector brings one in. It is transcribed, then put through the stages your configuration enables: speaker identification only while that stage is on, then PII redaction, classification, analysis, the knowledge base and export. Settings → Application details draws this as a Pipeline, with any stage you turned off shown as Skipped.
Where reviewing fits
With Require human review on, a processed conversation waits for a reviewer to approve it before it is marked Completed; with it off, finishing processing is enough. Reviewing happens on the conversation itself — Transcript to read it and correct who spoke, Outputs to check what was generated. Only Summary and Action items can be edited; a grade, topics and sentiment are read-only. Approving locks the outputs for good.
Outputs decide which menu items exist
Two items in the left rail are conditional. Topics & Sentiment appears only while the Topics & sentiment output is on, and Grading only while Grade is on — and Grade is off until you turn it on. Turning one off removes the rail item outright rather than greying it out, along with its card on a conversation's Outputs tab.
Every save pins a new version
Saving any Settings section creates a new version of the application — hence the line Changes apply to new conversations only (a new version is pinned). on every section. A conversation keeps the version it started under, so an edit never rewrites conversations already processed; only conversations started after the save use it.
Next
- Creating a voice application — the three-step wizard.
- Settings — every section in order.
- Reviewing conversations — where a reviewer works.