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Requirements

This chapter lists the requirements for enabling and using Conversation Analytics at the tenant level.

Access and permissions

You need permissions to:

  • Manage Custom Fields
    Administration > Customization > Custom Fields
  • View and manage AI Tasks
    Administration > Speech Analytics > AI Assistant > AI Tasks
  • Access Playground / testing tools (if your deployment exposes them)
  • Manage dashboards and reports (if dashboards are permissioned)

Typically, a Tenant Admin role is required for managing Custom Fields and AI Tasks. Role names and permissions may vary by deployment—contact your provider if you need clarification on your specific role requirements.

EDITOR NOTE: permissions model

Purpose: document the minimum required roles/permissions for each action (fields, tasks, dashboards, search).

Missing/unclear:

  • What role names exist (e.g., Admin, Supervisor, Analyst)?
  • Are permissions managed as roles, granular permissions, or both?

Ask product/engineering (pick one per row):

1) How are permissions defined? - A) Fixed roles (Admin/Supervisor/User) - B) Custom roles with permission flags - C) Both (roles + per-feature flags)

2) Which permission grants access to Administration > Customization > Custom Fields? - A) Tenant Admin - B) "Customization" permission - C) "Speech Analytics Admin" permission - D) Other: __

3) Which permission grants access to Administration > Speech Analytics > AI Assistant > AI Tasks? - A) Tenant Admin - B) "AI Assistant Admin" - C) "Speech Analytics Admin" - D) Other: __

Best-guess recommendation (if unknown):

  • Document using generic labels: Tenant Admin, Analytics Admin, Supervisor, User
  • Add a note: "Role names may differ by deployment; contact your provider."

Data prerequisites

Conversation Analytics requires:

  • Conversation content
  • Calls: audio + metadata
  • Chats/emails/tickets: text + thread metadata (as supported in your deployment)
  • Transcripts/threads
  • Voice calls must be transcribed before AI insights can run
  • Text channels must have normalized message threads available

Operational prerequisites (tenant view)

Depending on deployment model:

  • In MiaRec SaaS, MiaRec typically manages system-wide configuration (engines, background processing). Tenant admins:
  • enable/disable tasks
  • customize prompts/filters (if permitted)
  • validate results and configure dashboards
  • In partner-hosted deployments, your service provider may expose more settings, but tenant admins still focus on tenant-level configuration.

Tenant admins typically have access to:

  • AI Tasks – enable, disable, and override tasks
  • Playground / testing – test prompts on sample conversations (via "Test" button on task view)

Engine configuration, job scheduling, and usage metrics are managed at the platform level and may not be visible to tenant admins in SaaS deployments.

EDITOR NOTE: what tenant admins can see

Missing/unclear:

  • Which AI Assistant sections are visible to tenant admins (Playground, Overrides, Usage)?
  • Is there a tenant-visible "job status" indicator?

Ask (choose all that apply):

1) What tabs do tenant admins see under Administration > Speech Analytics > AI Assistant? - A) AI Tasks - B) Playground - C) Usage - D) Overrides - E) Engines - F) Jobs

2) If tenant admins don't see these tabs, should the Admin Guide mention them? - A) Yes, but mark "provider-managed" - B) No, omit entirely

Best-guess recommendation:

  • Include tenant-visible features in the guide.
  • Mention provider-managed items as "may not be visible in SaaS deployments."

Supported configuration types (AI insights)

AI Tasks can populate Custom Fields that are commonly:

  • Numeric (e.g., CSAT 1–5, lead score)
  • Dropdown classification (e.g., churn risk: low/medium/high)
  • Date/time extraction (e.g., reservation start date)
  • Free text (e.g., summary, next actions)
  • Multi-field outputs (one task writes several fields)