As a Listen user, you have access to multiple integrations that import feedback back into Pendo. One type of integration is the AI-assisted integrations that analyze call transcriptions. Selecting the integration with call tranciription tool that your organization uses enables you to collect feedback from a wide range of sources, which are then filtered. Filters are specified upon configuration inside Pendo and can be edited at any time.
This article is for users who:
- Have set up Listen to receive imported transcripts from either Gong, Zoom, or Teams. See their respective articles for details on how to set up the integrations.
- Have Listen Explore enabled. This is required for bulk processing of feedback.
- Are enabling the integration for the first time and want to control rollout of the integration across your organization.
For initial rollout, we recommend the following:
- Start with a limited inclusion list to test the integration imports calls successfully. As you gain experience with the integration, you can expand this inclusion list.
- Apply the setting Analyze future meeting transcripts only to avoid importing historical data.
- Apply the External Participant Filter to focus on customer-facing conversations.
- Add internal stakeholders to the Participant exclusion list to prevent importing only internal meetings.
- Review imported feedback in Listen Explore before expanding date ranges or participant criteria.
- Adjust filters gradually as teams review and validate results from the transcripts that appear and are analyzed in Listen.