Managing personas

A transcript splits a call by speaker. Enrolling an agent's voice lets Elie recognise that agent on later calls and put their name on the agent's lines. Personas belong to one voice application, and only agents are enrolled: every other speaker is treated as a customer.

What you'll need

• The Voice IntELIEgence app in your top bar.
• These permissions: Voice · Personas - List, Voice · Personas - Create, Voice · Personas - Update, Voice · Personas - Delete.
• Speaker identification switched on for the application (it is on by default), and a short, clean recording of each agent: WAV, MP3, M4A, OGG, WEBM, FLAC or AAC, up to 25 MB per file.

If Voice IntELIEgence isn't in your top bar, your role can't view it or your plan doesn't include it. Ask a workspace administrator, or see Permissions and module visibility.

Steps

1. Open Personas

   Open the application and select Personas in its menu. If it is missing, open Settings, turn on Speaker identification on Details and select Save changes; the Changes saved successfully dialog then offers Enroll agents, which brings you here.

   

   Inbound Support's Personas page with Personas ringed in the menu: the Persona model card, the Agent and Customer personas, and Enrolled voices listing Priya Shah and Alex Morgan, both Enrolled.

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2. Start an enrolment

   Select Enroll agent. Enter the agent's Name (up to 120 characters), as you want it to appear in transcripts.

3. Add samples and enrol

   Under Enrollment sample, add one to three recordings of the agent speaking. One clear sample is enough; more improve accuracy. Select Enroll.

   

   The Enroll agent panel with Name reading Tom Hughes and one recording, tom-hughes-sample.wav, added under Enrollment sample, above Cancel and Enroll.

4. Wait for Enrolled

   The row under Enrolled voices reads Processing for a few seconds, then Enrolled. Samples shows how many recordings it holds.

5. Add or remove samples later

   Open the row's menu (the three dots) and select Add voice sample to add another recording, or Remove enrolled voice… to delete the voiceprint. Removing asks Remove voice profile and cannot be undone.

   

   The Enrolled voices table with the menu on Priya Shah's row open, offering Add voice sample, ringed, and Remove enrolled voice.

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What success looks like

• Enrolling voice… this takes a few seconds. appears, then the row reads Enrolled.
• On calls processed afterwards, the agent's lines carry the agent's name instead of a speaker number, and Agent performance on Analytics lists them.

How a voice is matched

When speaker identification is on, Elie compares each speaker on a new call with the enrolled voices. The closest match becomes the agent; if two are almost equally close, the first speaker wins. Every other speaker is a customer. Calls processed before you enrolled someone are not relabelled. To correct one, use Assign agent on the speaker's chip above its transcript, or send it back with Flag & Retry and pick the agent. See Reviewing a conversation.

The Persona model card at the top of the page describes how matching works. Its switches are fixed and cannot be changed, and Binary or Multi-speaker only changes the description.

Elie ignores a recording it already holds for that agent, so adding the same file twice changes nothing: a message says the profile already has this voice sample, and Samples stays the same.

If something goes wrong

Symptom	Likely cause	What to do
Personas is missing from the menu.	Speaker identification is off.	Turn on Speaker identification under Settings, Details.
Enroll agent is greyed out.	Your role cannot enrol voices in this application.	Ask the application's owner or an administrator. See Access.
A row reads Failed or Not enrolled.	No usable voiceprint could be made from the samples.	Remove it, then enrol again from a cleaner recording.
Samples did not go up after Add voice sample.	That recording is already in the profile.	Add a different recording.
New calls still show speaker numbers.	No voice matched closely enough, or the agent is not enrolled.	Check the row reads Enrolled, and name the speaker on the call itself.

Next

• Reviewing a conversation - correcting speakers on one call.
• Voice application settings - where Speaker identification lives.
• Voice analytics - per-agent figures.