> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.
# Conversation Intelligence Settings
The Settings section controls app-level configuration for Quality AI features. It includes three areas:
* Conversation Intelligence
* Quality AI General Settings
* Language Settings
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## Conversation Intelligence
Conversation Intelligence extracts insights from customer interactions across voice and chat channels. It captures spoken and written conversation data, matches it with interaction metadata, and analyzes customer sentiment to surface needs, opinions, and expectations.
Navigate to **Quality AI** > **Configure** > **Settings** > **Conversation Intelligence**.
### Enable Conversation Intelligence
Users cannot view Conversation Intelligence Dashboard details until an administrator configures the settings. Permissions are based on user and agent roles.
1. Expand the **Conversation Intelligence** section.
2. Enable the **Conversation Intelligence Dashboard** toggle.
Enabling this option makes the Conversation Intelligence feature visible under the Analyze section.
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## Interaction-Level Resolution Detection
This setting defines how the system determines resolution across all conversations. The method you select applies organization-wide and affects dashboards, reports, and agent metrics.
### Method 1: Topic-Based Resolution (Strict)
The system marks a contact as resolved only when **all** L3 topics in a conversation are resolved.
**When to use:**
* All issues in a conversation must be resolved, including minor ones.
* Quality standards require complete issue closure.
* Compliance mandates full resolution tracking.
**Example:** A customer calls about a payment issue and asks a rewards question. If the payment is resolved but the rewards question is not, the contact is marked unresolved.
**Configuration:**
1. Navigate to **Settings > Conversation Intelligence**.
2. Select **Topic-Based Resolution (Strict)**.
3. Select **Save**.
No further configuration is required. The Taxonomy Builder doesn't display a Resolution tab for this method.
### Method 2: Overall Contact Level Resolution (Holistic Assessment)
The system uses an LLM to assess whether the customer's **primary** reason for contact was resolved, even if minor secondary issues remain.
**When to use:**
* Primary and secondary issues should be weighted differently.
* Agent performance should reflect resolution of the main customer concern.
* Minor mentions shouldn't affect resolution metrics.
**Example:** A customer's payment issue is resolved, but a casual rewards question isn't. The contact is marked resolved.
**Configuration:**
1. Navigate to **Settings > Conversation Intelligence**.
2. Select **Overall Contact Level Resolution (Holistic Resolution Assessment)**.
3. Select **Save**.
4. Navigate to **Quality AI > Configure > Taxonomy Builder**.
5. Open the **Resolution** tab.
6. Configure **Successful**, **Unsuccessful**, and **Overall Resolution** descriptions.
7. Select **Save**.
This setting applies to all taxonomies, queues, and agents. Changing the resolution method affects all historical data interpretation, dashboards, reports, and agent performance metrics.
### Settings vs. Taxonomy Configuration
| Level | Scope | Who Configures |
| ------------------------------------- | ----------------------------------------------------------------------------------- | -------------- |
| **Settings (Application level)** | Defines the global resolution detection method, applies organization-wide | Administrator |
| **Taxonomy Builder (Taxonomy level)** | Defines topic structures, resolution criteria, and holistic assessment descriptions | Administrator |
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## Disable Conversation Intelligence
1. Toggle off **Conversation Intelligence Dashboard**.
Disabling Conversation Intelligence hides all related insights — contact center efficiency, agent efficacy, and customer experience data — across the application.
2. Select **Confirm**.
3. Select **Save**.
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## Script Adherence Configuration
Script Adherence lets you define custom messages for each step of a conversation script. When enabled, the system checks agent adherence against your custom messages instead of the default generic script.
### Enable Script Adherence
1. Expand **Conversation Intelligence**, enable the **Conversation Intelligence Dashboard** toggle, then enable **Script Adherence Configuration**.
2. Configure messages for each script attribute:
| Field | Description |
| ------------- | ------------------------------------------------- |
| **Attribute** | Script step (for example, Greeting, Branding) |
| **Action** | Toggle on to enable custom messages for that step |
| **Message** | Custom message agents should follow for that step |
If you enable the message toggle for an attribute, you must enter a message before saving. A warning appears if the field is left empty. Save each attribute before moving to the next.
3. Select **Save**.
When enabled, agents can view the following in their dashboard:
* **Conversation Intelligence Dashboard**-post-interaction analytics including brand tags, greetings, questions, emotions, and interactions.
* **Script Adherence**-the custom messages or scripts defined by the supervisor or administrator.
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