How to Configure and Use Sales Intelligence

Introduction

Sales Intelligence is a powerful tool specifically created for sales managers and professionals. It offers a comprehensive view of customer interactions, empowering sales teams to analyze and extract valuable insights from their meetings. With Sales Intelligence, you can gain a deeper understanding of sales interactions, identify areas for improvement, leading to higher customer satisfaction and increased sales.

Requirements

• Min. WMS 6.06 and higher

• x-bees SuperBee subscription for x-bees / SuperHopper + AI license for x-hoppers

• ACL rules "Can see analytics" and "Can see call recordings"

• Calls and conferences being recorded and transcribed; you can enable call transcription directly in the Dialplan. For more details, see the documentation Dialplan applications - Admin Guide

Configuration

By default, Highlights and Evaluations metrics are enabled. However, admins can deactivate particular metrics in WMS Settings.

• Navigate to WMS → PBX → Integrations → Cloud integrations → Sales Intelligence

• Select the metric you want to deactivate

• Click Options (three dots) button and click Deactivate

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There is also possibility to set custom configurations for Sales Intelligence, which gives more flexibility by letting you define the data you wish to analyze in call recordings. To do so, follow next steps:

1. Go to WMS → PBX → Integrations → Cloud integrations → Sales Intelligence, and click Add new category button
   
   

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2. Enter a name for your category in the Category field

3. Click Add to create it

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4. Find your newly created Category in the list

5. Click on Add new Configuration button

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6. You can create a configuration in one of the following ways:

• Create from scratch: configure everything manually

• Generate: describe what you want to measure or visualize and, if helpful, reference Sales Intelligence conversations

• Generate for AI agent: generates a configuration for the Agent (Generative AI) that allows analysis of how well the agent performs according to its instructions and goals

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For manual setup, click Create under Create from scratch. In the New Configuration window, fill in the required fields:

• Name:

• Description:

• Fields: specify what information AI should extract from the call. Fill in the following fields:

  • Field name

  • Description

  • Field type: Choice, Text, Multiline

  • Options if you selected Choice.

• Guidance

• Conditions: set rules that define which calls should be analyzed. Only calls that match these criteria will be processed by AI. Leave empty to analyze all conversations. Fill in the following fields:

  • Condition type: User, Group, Direction, Duration

  • Value

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7. After filling in all the necessary fields, click Add to save the configuration

Access Sales Intelligence 

• Navigate to Sales Intelligence tab on x-bees left side panel 

• Sales Intelligence includes the following tabs:

  • All: shows a list of all calls and conferences

  • Your calls: only shows calls and conferences you participated in

  • Company: shows calls and conferences within your company in which you did not participate

  • Custom tabs: shows a custom list of calls and conferences after saving dedicated filters (see the chapter below for details)

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Filter calls, conferences and chats

Upon accessing Sales Intelligence, you see a list of recent calls/conferences and chats. The list is sorted by time, displaying the latest calls/conferences and chats first. Click Filter list icon to show/hide specific filters. For example, enable Customer Satisfaction and Sentiment, as they are not activated by default.

Record type selection
This section allows you to choose which types of records to display:

• Calls – conferences and calls

• Chats – conversations with external users via WhatsApp, SMS, Kite

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You can use the following filters to refine your search:

• Participants: filter by specific users who participated in the call/conference

• Service: filter by the service (call group) the participants belong to

• Groups: filter by the call group

• AI Agents: filter by the AI Agent

• Words or phrases: search for conversations containing specific words/ phrases mentioned

• Date: filter by date range (today, this week, custom range, etc.)

• Language: filter by the language spoken