Skip to content

Language Settings

This Language Settings feature enables multi-language evaluation and analysis. The administrators or supervisors can configure the required languages for evaluation metrics and conversation insights across different languages within the Quality AI.

Supervisors or Administrators only can enable or disable the language settings at the app level.

You can access Language Settings by navigating to Contact Center AI > Quality AI > Settings > Language Settings. langauge settings

Add a New Language

Steps to add a new language:

  1. Expand the Language Settings collapse icon to view the languages list.
    new language

  2. Click the +Add Language. The following screen appears to select a language.

Add Language

  1. From the Language drop-down list, search a language name to add to the language list.
  2. Click Save to save the new language.

Disable a Language

Steps to disable a language:

  1. Select the Status toggle off to disable any of the languages, the following warning dialog box is displayed.
    Edit Metric Fields

  2. Click Confirm to disable the selected language.

    Note

    When any of the languages is disabled, this stops the Auto QA scoring, Scorecard scoring, and Conversation Intelligence analytics for interactions for the selected language across the entire app.

  3. Click Save to apply the changes.