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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.

Access Language Settings

Access Language Settings by navigating to Contact Center AI > Quality AI > Settings > Language Settings. langauge settings

Note

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

Add a New Language

Steps to add a new language:

  1. Expand the Language Settings collapse menu to view the languages list.
    Language Settings Collapse Menu

  2. Click the +Add Language.
    Add Language

  3. From the Language dropdown list, search to select a new language and add to the language list. Search To Add Language

    Note

    Presently, only English, Dutch, Hindi, Japanese, German, and Spanish languages are supported.

  4. Enable the new language Status toggle switch to populate it across the application (such as Auto QA, Scorecard, and Conversation Intelligence analytics for interactions).

  5. Click Save.

Set a Default Language

Steps to add a new language:

  1. From the language list, select a language to Mark as Default.
    Mark As Default

  2. Double-click on the selected language to set it as the Default Language.
    Change Default Language

  3. Click Confirm.

    Note

    • In case of multiple languages, users with Auto QA permission can update the default language.

    • The first language added becomes the default by default.

    • When you change the default language, it triggers a pop-up message showing that the change only affects future interactions; existing data remains unchanged.

  4. Once the selected language is set as default, its Status remains in lighter mode. Lighter Mode Status Change

  5. Click Save.

Disable a Language

Steps to disable a language:

  1. Turn off the Status toggle to disable any of the languages, the following warning is displayed. Disbale Langauge Warning

  2. Click Confirm to disable the selected language.

    Note

    Disabling a language stops Auto QA, Scorecard, and Conversation Intelligence analytics from functioning for all conversations in that language.

  3. Click Save to apply the changes.