Rollout Checklist
Use this checklist to plan a smooth rollout of Conversation Analytics.
This checklist is written for evaluators, admins, and stakeholders. Detailed configuration steps live in the Conversation Analytics – Administration Guide and Platform Setup & Operations Guide.
Data readiness
- Conversations are flowing into MiaRec (voice calls and/or enabled text channels)
- For voice: transcripts are present and readable
- Metadata is available (team/queue, agent, timestamps)
- Test conversations and internal calls are identified (so they don’t skew metrics)
Insight rollout
- Decide initial use cases (CX, QA, Sales)
- Select 2–3 starter insights (e.g., summarization, sentiment, CSAT)
- Define business definitions:
- CSAT scale interpretation (1–5)
- what counts as “resolved”
- approved dropdown categories for classifications
Validation and trust
- Sample and review results across teams/queues
- Verify explanations are helpful and grounded in the conversation
- Identify “unknown/insufficient evidence” handling expectations
- Adjust filters to exclude non-actionable conversations (too short, internal tests)
See: - Trust, Quality, and Expectations
Dashboards and workflows
- Create dashboards for pilot insights (trend + distribution)
- Confirm drilldown works (click bucket → see conversations)
- Create saved searches for operational workflows (e.g., CSAT < 3)
- Define a weekly review cadence and owners
See: - Where Insights Appear
Governance
- Decide who can enable/disable insights
- Decide who can adjust insight definitions (prompts/filters)
- Establish a change log process (prompt changes can shift trends)
- Train supervisors on how to interpret and use explanations
Rollout completion criteria
- Pilot stakeholders agree results are useful
- Dashboards and searches are adopted in routine workflows
- Support process exists for exceptions and feedback