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General Settings

The Configuration section is where administrators manage core settings for their CallCoach organisation.

Access Required

Only users with Administrator roles can access the Configuration page. Team Leads do not have access to this section.

Configuration Page Layout

The Configuration page is divided into:

  1. Management Tiles — quick access to manage Teams, Agents, and Users
  2. Detailed Settings Tabs — for General and Chat-related configurations

Important

Remember to click the Save Changes button at the bottom of the page after making any modifications.

Daily Call Analysis Distribution (Email Settings)

Configure who receives the daily email reports containing CallCoach's analysis of call recordings.

  • Global Email Recipients (catchall_emails) — enter a list of email addresses (one per line) that should receive all daily analysis reports, regardless of team
  • Send to Team Leaders — a toggle to enable or disable daily summary emails for Team Leaders
  • Send to Individual Agents — a dropdown with three options:
    • Off for all teams — no individual agents will receive email reports (default)
    • On for all teams — all individual agents receive their own daily summary reports
    • Team specific — enables team-level control. A new toggle will appear on the Team Management page to enable or disable agent reports for each specific team (all teams default to OFF)

Other Configuration Groups

This section dynamically loads various groups of settings based on your organisation's configuration. Common groups include:

  • Review Settings — parameters related to the call review process (e.g., how often reviews are done, specific criteria)
  • Call Duration Limits — minimum or maximum call durations for analysis (e.g., to exclude very short or excessively long calls)
  • Analytics Settings — options that affect how metrics and reports are calculated or displayed

Field Types

  • Toggle Switches (Boolean) — enable/disable a feature
  • Dropdowns (Enum) — select a value from a predefined list; some may allow "Disabled"
  • Number Inputs (Integer) — numerical value (e.g., number of days, minimum score)
  • Date Inputs — specific date
  • Text Inputs (String) — general text-based settings

Note

Some settings may be greyed out (locked). These are not configurable at your level or are managed by Icana.AI. Some settings may only appear based on the value of another setting (dependent fields).

Request Report Change

At the bottom of the Configuration page, administrators can find a Request report change link. This opens a form where you can provide details about changes you'd like to see in your CallCoach reports.

Common Questions

I've made changes in settings. How do I save them?

After making any changes in the General Settings or Chat Settings tabs, scroll to the bottom of the page and click the Save Changes button.

Some settings are greyed out and I can't change them. Why?

These settings are likely locked by default or managed by Icana.AI administrators. Contact your CallCoach administrator or Icana.AI support if you believe a locked setting needs to be changed.

How do I know what a specific setting does?

Most settings have a descriptive label and a short explanation displayed directly below them. For complex settings, seek clarification from your administrator before making changes.

How do I add multiple global email recipients?

In the Global Email Recipients text area, enter each email address on a new line.